-40%
-40%. That’s the year-on-year reduction in call volumes the manager of an inbound insurance sales call centre described to me, recently. This was a household name, with a strong brand, but with only very limited success in developing an online proposition or consciously nudging prospects to transact via self service.
No, this was just the impact of an innate channel shift shift by customers, taking the insurer’s new business revenue with them.
Lots of organisations are struggling to make the shift to where their potential customers are, but failing to do so is not an option.
