1. Efficient, attentive service — Customers repeatedly identify responsiveness as one of their top priorities.

NCCI's Call Center resolves approximately 75% of its calls without putting a customer on hold.
Just 11 seconds is the average wait time to speak with an NCCI specialist.

2. Accomplishing the purpose of the call — Resolving a customer's need on that first call not only makes for a happy customer, but also contributes to the overall efficiency of the Call Center, reducing the need for follow-up calls.

NCCI's Call Center resolves 97% of its calls during the first phone call.
NCCI staff are focused on getting the right answer and achieving a successful outcome as opposed to moving on to the next call.

3. Knowledgeable specialists — Customers expect the person they're speaking with to know what they're doing … and it's all too obvious when this is not the case.

NCCI's Call Center is located within its home office — this proximity creates a direct line of knowledge through subject-matter experts and facilitates growth and training opportunities for staff.
NCCI's staff development includes six to eight weeks of initial training as well as ongoing development.

NCCI adds customer value by staying focused on these three attributes — and your company can too. When customers quickly get the answers they are looking for from a friendly and knowledgeable team, they are more likely to be satisfied with their experience and with the company they are doing business with.

Special Reports /

3 keys to world-class insurance customer service, shared by NCCI

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