Customer Support

customer-service-iconOur knowledgeable insurance professionals will:

  • Respond to phone or electronic communications on your behalf, using a set of scripts and procedures developed with you
  • Provide dedicated, toll-free phone numbers
  • Enter data from calls, faxes, or emails into systems of your choosing
  • Fully document all communications and provide dashboard reports
  • Elevate critical calls to appropriate staff members at your direction
  • Manage inbound and outbound calls for insureds, agents, and third parties
  • Take service, billing, underwriting, and claims calls within your customized parameters, guided by our strict Standard Operating Procedure (SOP)
  • Accept credit card payments (via third-party software)
  • Provide help desk support for agents entering data in Diamond software
  • All above is done with complete transparency to you, but we are invisible to your customers and agents

 

phone-callsOur Customer Service team can help in three ways:

  1. Our full-service level comprises receiving and processing all inbound customer service contacts.
  2. Our overflow level provides service as needed:
    • To take calls during peak hours. Calls unanswered for 30 seconds can be routed to our service center.
    • To cover for unexpected staff shortages, team meetings, lunch breaks, etc.
    • To provide extended-hour coverage. If you shut down at 5:00 p.m., we’ll cover your phones until 8:00 or 9:00 p.m.
    • To cover any events that escalate calls for a short period.
  3. Our disaster coverage level ensures your business will go on as usual even if your facility is inoperable or overwhelmed because of a significant event.

 

screen-shot-2016-10-21-at-12-01-00-pm