Poor call centre performance drivings motorist online for insurance

In their efforts to cut costs more & more finance companies are looking to use offshore call centres to provide their customer services & administration. This is especially prevalent in the insurance industry, where it seems as if there is a newspaper announcement of previously UK based services migrating abroad every day. As more insurers use offshore call centres, recent research from Swinton insurance shows that motorists are increasingly turning to the internet to find the best deal on their car insurance.Drivers are constantly advised to search around & obtain multiple quotes when it comes to renewal time, with recent research showing that drivers needed to obtain at least seven car insurance quotes to be likely to have found their most competitive deal, on average £52.26 better than their first quote. However with 47 per cent of those looking for car insurance taking more than ten minutes to obtain a single quote by phone, while a single quick search on a website like Moneynet, or Insure Supermarket can provide immediate comparisons of tens or hundreds of car insurance providers, it is understandable that people are turning towards the internet as a means of shopping around for the best deals.


It is not only the length of time taken by the call centres that motorists appear to have a problem with. The study found that the number of motorists looking for car insurance online has now reached 681,000 with many of them citing poor call centre performance, & doubts over the efficacy of the call centres as the main reasons why they are no longer using the phone to obtain insurance.Most of those questioned indicated that concerns over the levels of customer service provided by call centres, with offshore centres targeted in particular, was a major factor for them fuelling a move from phone to the internet. Rightly or wrongly, most of those surveyed felt that the service provided, & the time taken for problems to be resolved, by offshore call centres would be slower, when compared with their UK call centres counterparts.Despite the high levels of respondents reporting being unhappy with the customer service provided by UK call centres, & general levels of dissatisfaction with call centre staff growing, the phone is still most drivers’ favoured method of buying cover.Article Source: http://EzineArticles.com/49606

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