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Productivity

outsourced our phone answering to save time and now we're spending more time fixing the notes than we saved

We run a small insurance agency and phones are the biggest time suck in the office. Figured we'd try one of those call answering services to handle the easy stuff while we focus on quotes and renewals. Three weeks in it's a mess. The operators keep mixing up policy numbers and claim numbers in the notes they send us, carrier names are misspelled half the time, and if a client asks anything slightly specific they just transfer the call right back to us. So we're paying for a service that handles maybe 20% of calls on its own and creates cleanup work for the rest. One call really got me. Commercial client called about adding a location to their bop. Notes came back saying "customer wants to add a body shop to their policy." I still don't understand how you get there from what was actually said. Another time someone called about their personal umbrella policy and the only note was "customer has question about umbrella insurance." Zero context, zero details, so we had to call the client back and redo the whole conversation. The frustrating part is the terminology isn't even that complicated once you learn it but these generic services clearly don't train their people on any of it. I'm pulling the plug this week. Been poking around at some of the industry specific options, saw a few names come up like sonant and a couple others that are supposedly trained on insurance calls specifically but honestly at this point I'm skeptical anything that isn't our own staff will get it right. Anyone else dealt with this when trying to automate or outsource something in a specialized field? feels like the generic tools just don't cut it when there's real domain knowledge involved.

Reddit8mo agoToolProductivity

78FL score
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