While insurance companies can gain significant benefits from working with outsourcing firms, the risk of lower standards and diluted brand values is a major consideration when it comes to service being delivered by a third party.
Research shows that customers remain loyal to brands that treat them well. A great experience makes them more likely to buy or repeat a service, but once trust is lost, it is hard to win back.
This paper looks at how insurers can outsource services, but uphold brand values and service standards.
Topics covered include:
- Utilising customer feedback.
- Criteria for selecting an outsourcing partner.
- Examples of insurers who have outsourced services.