Insurance Company Call Center Platform Applications

With the insurance market competition is becoming increasingly fierce, and a "market-oriented, customer-focused" business philosophy, through advanced customer information and service platforms, sub-customers, sub-products, customer segmentation, and achieve operating services The difference, innovative services, increase customer satisfaction and loyalty, consolidate and expand the customer base can be in the face of fierce competition in the market invincible. Businesses communicate with customers as the most important means of January 1 call center, have increasingly favored by the insurance industry.Developed countries insurance companies call center and customer relationship management effective integration of business processes in the control and use of customer demand, customer segments and provide a high quality insurance services, to mining clients, customers and maintaining the purpose of consolidating customers. Domestic insurance company call center, and no effective customer relationship management system integration, customers personalized, the difference of the demand can not be met, the call center services and service level lags far behind the developed countries and regions insurance company call center.In this paper, the traditional call center there a single channel of communication, means of management and low efficiency, low levels of customer service and the shortcomings of high operating costs, raised through the call center CRM system and the integration and implementation, the establishment of a centralized call center integrated platform, the effective integration of internal And external resources, relying on call centers to meet customer demand, to provide personalized customer, the difference of insurance services, insurance companies enhance core competitiveness.