The insurance industry is below par in call center customer service compared to other industries, particularly in customer interaction, acceleration of call resolution and customer service representative training, according to a consulting firm study released today.
The CFI Group in Ann Arbor, Mich., surveyed customers from six service industries, including catalog, banking, cell phone service, cable and satellite television, insurance, and personal computers.
Insurance call center service, the survey found, scored below-average ratings compared to other industries. Banking and catalog services received the highest ratings.
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