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Customers demand speed, agility, and reliability. Our Contact Centers in Columbia, SC, and Altamonte Springs, FL, are available 24/7/365 in an effort to accurately intake claims by phone, email, or fax. Contact Center Services include customized scripts and voice recordings, quality assurance metrics, and full call reporting capabilities.

Exceptional Customer Service

Seibels is committed to extending best-in-class customer service to all callers, including policyholders and agents. Our Contact Center professionals undergo extensive training to rapidly answer claim calls, efficiently update client databases, and exceed client service level agreements while delivering an exceptional customer experience.

Utilizing a cloud-based telephone system, we provide the following capabilities to ensure callers are extended the quickest and most professional service possible:

  • Customized scripts and voice recordings
  • Full call reporting capabilities, including monitoring of service levels and telephone conversations
  • Quality assurance metrics

First Notice of Loss

Our superior Contact Center service begins with Seibels FNOL software, which tailors the call intake questions based upon loss type, giving contact center professionals the ability to handle a large volume of calls in a short period of time.

Seibels monitors service levels by capturing metrics important to our clients, such as call volume, call abandonment, hold times, and call duration. All calls can be recorded, stored, and emailed.

We consistently conduct internal audits to ensure we are meeting and exceeding client service level standards. This includes audits of greetings, transfer procedures, and scripts.

Claims Services Benefits

  • Our claims services allow clients to gain access to industry-leading technology.
  • We pride ourselves on being customer-centric.
  • We leverage vast industry claim experience across all lines of business.

 

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