Contact Center Software for Insurance Industry

Insurance companies are increasingly prioritizing the development and enhancement of customer service processes. In parallel, they must upgrade workflows and implement technology to effectively meet customer demands. In this context, a multi-channel Contact Center solution plays a key role in connecting and managing the company’s sales channels.

Current State of Telesales in the Insurance

According to insurance consultants, the success rate for face-to-face consultations can reach 40–60%, whereas telesales typically achieves only 1–2%. Therefore, in insurance telesales, the number of calls made and the effectiveness of each call are critical factors that businesses consistently prioritize. However, call centers still face several challenges, such as:

Traditional call centers face significant limitations in agent productivity. With legacy systems, outbound call volume and connection rates remain low.
Dependence on manual tools such as Excel, combined with agent-led data handling, results in delays, inefficient lead management, and slow information processing, leaving no capacity to re-engage older leads.
Furthermore, the use of personal communication channels (e.g., email, Zalo, Facebook) by agents complicates customer management and support, reduces conversion rates, and poses risks to data security.

Why do you need an Omnichannel Contact Center Software for Insurance?

Personalized Service
Deliver tailored experiences with an integrated workspace that provides instant, real-time access to customer information. When a returning customer calls, your team can immediately see their history, understand past inquiries, and pick up the conversation right where it left off. The result? Faster, more relevant responses, stronger customer connections, and higher conversion rates.

Fast Call Routing
Efficient call transfer to the appropriate responsible agent is essential for optimizing customer experience, particularly in the insurance sector and in claims processing. For instance, when a customer contacts the insurer regarding a health insurance claim, the system should connect them directly to the claims specialist. Using the IVR menu, once the customer selects “claims processing,” the call must be routed immediately to the claims department with minimal wait time.

Omnichannel Communication
Insurance companies cannot control the communication channels customers choose to use. It is essential to allow customers to select their preferred contact method while ensuring agents have the necessary information to manage all interactions across touchpoints. Agents should be equipped with comprehensive customer data to handle requests accurately and appropriately for each channel, including hotline, live chat on the website, email, Facebook, and Zalo

Payment Reminders in Debt Collection
To improve debt recovery efficiency and payment rates, insurers should send timely payment reminders to customers. The debt collection process should be automated through campaigns such as automated calls, SMS, and ZNS, thereby eliminating the need for manual reminders.

Ticket and AI Quality Control (QC Bot)
QC Bot automates call evaluations and assists in understanding customer intent and behavior through sentiment analysis, enabling agents to prioritize critical support tickets. For example, when a customer submits a request related to health insurance claims, the system should immediately generate a ticket with high priority, ensuring agents can efficiently identify and address the most urgent cases next.

Benefits of the Contact Center Solution

Enable Work from Anywhere, at Any Time

PiTEL’s Contact Center software enables insurance agents to work remotely with full professional functionality. Agents and supervisors can log in from any device, location, or browser, while managers can monitor activities in real time.

Omnichannel Contact Center

A unified omnichannel customer experience allows agents to engage seamlessly across Facebook, Zalo, email, and voice calls, while capturing and analyzing customer behavior and journey data to optimize future service strategies.

Integration with CRM Applications

CRM integration streamlines agent workflows by minimizing context switching. The Contact Center software supports seamless connectivity with internal CRM systems as well as leading platforms such as Freshdesk, Bitrix24, and Larksuite, providing instant access to customer data and facilitating well-prepared, efficient interactions.

Reporting & Dashboards

PiTEL Contact Center software for the insurance sector supports campaign tracking, agent performance evaluation, and periodic report generation with metrics such as handling time, conversion rate, customer satisfaction, and call quality, enabling managers to develop strategies based on real-world data.

Why Choose PiTEL’s Solution

In addition to the core functions of a Contact Center system, PiTEL Contact Center offers advanced features specifically tailored to the insurance

▸ Rapid cloud-based deployment with no infrastructure investment required

▸ End-to-end encryption ensuring complete customer data security

▸ Automatic customer information pop-up on inbound calls

▸ Detailed case tracking and management for all received requests

▸ Centralized management of all inbound and outbound call recordings

▸ Real-time monitoring of active conversations and queued calls

▸ Comprehensive call history reports covering answered, unanswered, and missed calls

Trusted by Leading Enterprises

PiTEL has established its position as a leading provider of modern Contact Center software, trusted by numerous brands. Prominent enterprises, including Izion24, have implemented PiTEL’s diverse solutions to enhance their customer engagement and operational efficiency.

Experience PiTEL’s Solution

Get exclusive pricing when adopting PiTEL’s solution suite, enabling you to optimize marketing strategies and drive business growth.