U.S. insurance call center representatives are impressing consumers with their level of knowledge.
Insurance company call center customer service reps have earned a score of 80 on a 100-point scale this year in terms of knowledge, up from a score of 75 in 2007, according to researchers at CFI Group USA L.L.C., Ann Arbor, Mich.
The average customer service rep knowledge score for all industries was 76, CFI researchers report.
Insurance reps also outscored the overall average on measures of politeness, speaking in an understandable manner, interest in helping the consumer, and effectiveness in resolving issues, CFI researchers report.