Auto Insurance Call Center Tips

How to get what you need when you call an auto insurance call center, not be treated as a hostile client and have your issues resolved without additional agitation.

Agents working in auto insurance call centers are people just like you.

We all have horror stories of being treated badly by someone on the other end of the phone when we call a company’s call center. But, call center agents have the same horror stories to tell about the clients that they have talked to. Here are some tips from a former auto insurance call center agent on how to get more from your phone call and not end up as one of the horror clients that they talk about.

1) Being Nice Could Save You Money

Call center agents are attached to their phones anywhere from 8 to 12 hours a day and no matter how good at customer service they may be, all call center agents get tired and have a snapping point. If you call in and are immediately rude we do everything that we can to get you off the phone as quick as possible even if that means not offering any additional assistance that you may benefit from.

The nicer and more friendly you are with the person that you are talking to the more they will do to assist you, which could include offering you tips on how to save more on your insurance rates.

2) You Only Get One Warning

If your call takes a turn for the worse and you allow a certain category of explicatives to escape your lips, you will only be warned once to stop. Call center agents are here to help you with your insurance needs, not to be abused. If you insist on continuing to use these types of words you will be hung up and then will have to start over with the next person that you get on the phone.

In addition to being hung up on, you can almost be certain that the person you spoke to at the auto insurance call center will have put very detailed notes on your file as to the conversation that you had with them. Every person you speak to at that company from there on will read those notes and you will be treated as a hostile client every time you call in so it is best not to go down that road.

3) Keep It Short

Auto insurance call center agents are timed on everything. How long they are away from the phone if they need break, how long they take in between phone calls to finish up work and how long they take to help you. A good call center agent will help you until your problem is resolved and will not rush you through any call. But, as polite as they act they really don’t want to hear about your vacation, your kids, pets, entire insurance history and especially about any medical procedures that you have had or will have.

4) Ask for a Call Center Supervisor

If you are already upset before you even call, you need to immediately ask to speak to a supervisor. The first person that answers the phone generally cannot do anything for you and you will just get angrier if they attempt to help you and either doesn’t understand your problem or they end up defensive and argue with you.

Supervisors have usually been with the company longer and have dealt with all types of issues so they most likely can resolve your problem if it is reasonable. They are also paid more to handle upset callers and asking to speak to a supervisor also prevents you have having to tell your story more than once.