An Examination of the “Call Center Agents Effect” on the Brand Equity of Insurers

We invite you to review a study comprising 50 large insurers quantifying the impact of customer data collection on customer satisfaction and customer churn rates

Prominent Areas of Examination Include:

• Call center error rates on data intake
• The impact error rates have on CX
• Relationship between CX and net promoter scores
• Effect on brand equity and loyalty behaviors

CUSTOMER SATISFACTION (CX) AND NET PROMOTER
SCORE (NPS) IMPACT ON INDUSTRY LOYALTY BEHAVIORS:

• Likelihood of purchasing more
• Effect on customers’ brand trust
• Willingness a customer has to forgive a service error
• Likelihood of switching to a competitor’s product
• Options for continuing your learning experience