The author of a study finding dramatic improvement in customer satisfaction with insurance industry contact centers, said insurers have done well because few carrier call centers are offshore.
"The highest-scoring industries [in the study] also have the lowest level of offshoring," remarked Sheri Teodoru, chief executive officer of the customer service consulting firm CFI Group North America, based in Ann Arbor, Mich.
Her report--"Contact Center Satisfaction Index 2008: How Contact Center Customer Satisfaction Impacts the Bottom Line"--found that, among eight industry sectors rated on a 100-point scale, the score for insurance went up over 10 percent from 2007 to 2008, rising from 68 to 75.
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