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