Call Center Insurance Sales
Call center insurance sales are familiar to nearly everyone. They may just not know it. When you call in with questions about your policy or to get a quote for new insurance, you are speaking to someone within call center insurance sales. These call centers are often split between sales activity and support.
Call Center Insurance Sales – What It Is?
Since we are focused on call center insurance sales, let's define what exactly it is.
Insurance companies need to sell their products, and like most companies, they do this through advertisements and outbound calling. Both play a significant role in call center insurance sales.
When you respond to a TV or internet ad and call to get a quote for new insurance, the phone number you’re calling will let the insurance sales rep know which ad you are coming from. That information will then appear on their sales or CRM software. With this information, the rep knows what you are calling about before you say the first word.
The sales software initially identifies you by your phone number. If you haven't called in before, you are marked as a new prospect. This will bring up certain scripts for the sales rep that are different for other callers. If your phone number has been identified because you previously called (but didn't buy), you will be identified as a warm prospect because of your previous contact with the company. This presents the sales rep with a specific set of scripts for warm prospects only.
In addition to inbound calls, call center insurance sales reps will also make outbound calls. This is known as cold calling. Prospect lists are derived from many sources. The insurance company may have acquired a list of prospects matching their ideal customer profile. A list may contain prospects that filled out a form on the website and submitted their information. The latter would be categorized as a warm lead.
Take note that if an insurance rep is selling, they must be licensed. Just like traditional insurance sales reps, all call center insurance sales reps are regulated as well.
Technology Required to Run Call Center Insurance Sales
Calls centers specific to insurance companies are run like most call centers. They have communications software to manage both inbound and outbound calls, along with tools linking to customer information.
Some call centers will host their infrastructure in-house while others will outsource it through cloud services. There are several services that call center insurance sales will utilize.
- UCaaS (Unified Communication as a Service): A UCaaS provider has everything that a business needs to get their communications up and running without the overhead and maintenance of a local communications system. This is because UCaaS is a cloud-based service. All of the business' communications infrastructure is in the cloud, and maintenance is handled by the provider. The customer pays a monthly fee to use the service. The fee is often multiples less than the equivalent on-site, installed hardware for the same result.
- CCaaS (Contact Center as a Service): CCaaS takes the infrastructure of a contact center and puts it in the cloud. Contact centers house many people in one large room. With CCaaS, the contact center facility doesn't need to contain the communications software. The center simply subscribes and choose the services it needs from a CCaaS provider. This allows for a drastic reduction in cost.
- VoIP (Voice over Internet Protocol): VoIP is only one component within a larger communication system. VoIP allows for voice and data communications over the internet and doesn't require a local phone system. VoIP can work with an existing on-site phone system or as a service, and with many different types of communications software.
Low-Cost Methods for Running a Call Center
Call center insurance sales allow insurance companies to handle outbound and inbound calls with clear identification of potential customers. Thanks to cloud services such as UCaaS, CCaaS, and VoIP, these call centers can be created from the ground up without the need for on-site installation of communications hardware. This type of flexibility greatly lowers the barriers to entry.
Insurance companies have enough on their plate. Choose a world-class SaaS technology solution and focus on what's important: your clients. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.