Your Insurance customer service representatives (CSRs) are your face to the world. Your call center is the contact hub for your customers, brokers, independent agencies, and claim adjusters.

Insurance call centers' CSRs use multiple systems to access policies, underwriting systems, claims, and billing systems. These systems have developed over time, and include modern CRM applications, as well as AS/400 or mainframe applications that contain hundreds of irreplaceable rules and processes. All these systems must work together seamlessly so the CSR can deliver professional service with a personal touch.

Increasingly, customers use the web to compare offerings and rates. When they call you, they are ready to do business. Loyalty is rare, and a mishandled call can lose you a customer. Rapid access to information is critical to their and your overall success.

Insurance Solutions

Upstream Works improves your ability to assess risk by integrating with your underwriting, billing, and customer management systems across all lines of business and communication channels. And we help your CSRs provide the best customer experience by letting them know who called, why they called, and then guiding your agents throughout the contact.

Agent Desktop

We work with you to model the ideal Insurance Professional workflow and identify where automation will provide real benefits and payback. We can guide CSR behavior on the desktop to ensure that all fields are completed, that all after call work is accurate, and that all proper steps have been taken to thoroughly complete a contact.

Rapid access to information makes for better client care. We give agents knowledge of a customer’s prior experience before even answering the contact, and provide solutions that can consolidate the knowledge already present in your organization and make it easily available to your CSRs.

Your agents will be able to generate new quotes, create new policies and handle calls quickly and effectively. Reduced CSR call times combined with call reductions through FCR improvement let them serve more clients in the same amount of time.

Analytics and Performance Management

Our solutions capture First Call Resolution based on what the customer actually does (contacts you again), and is individually tracked by call type and across all channels. This is mapped against a wide range of performance criteria to permit deep analysis of process and performance issues. Additional dimensions (geographic, product group, sales channel) can be added so you can see how the business is driving calls, and calls are driving the business.

CSRs must handle many different types of calls, from new policies to claims, and everything in between. Different regulations may apply from state to state. Our performance management solutions are driven by FCR, so you can coach and train by outcome, and by call reason, so you can review and coach agent issues related to the call type.

The solution family includes tools that let you identify customers “at risk” because of poor handling and non-resolution, and forensic tools that provide complete detail for all contacts related to an escalated issue, including links to call recordings.