Common operational challenges resolved by call centers
Insurance organizations face numerous challenges when managing call center operations internally. These issues often lead to increased costs, inefficiencies, and poor customer experiences. Below are the most pressing pain points that outsourcing can help resolve:
Rising operational costs
Maintaining an in-house call center requires significant investment in staffing, technology, and compliance. Industry benchmarks indicate that insurers spend up to 25% of their operating budget on call center overhead. Outsourcing mitigates these costs without compromising service quality.Limited scalability during peak seasons
Policy renewals and catastrophic events often lead to call spikes. Internal teams struggle to scale quickly, resulting in long wait times and poor customer experience. Outsourced insurance call centers offer flexible staffing models to handle seasonal surges efficiently.Compliance and data security challenges
Insurance call centers must adhere to strict regulatory standards. Non-compliance can lead to costly penalties. Patra ensures adherence to industry regulations and implements robust security protocols to protect sensitive customer data.Inconsistent customer experience
High turnover and inadequate training often lead to inconsistent service. Patra’s dedicated teams undergo rigorous insurance-specific training, ensuring accurate policy information and empathetic customer interactions.Technology gaps
Legacy systems hinder efficiency and reporting. Modern outsourced contact centers leverage advanced CRM and telephony solutions, improving call routing and analytics for better decision-making.Difficulty integrating omnichannel communication
Today’s policyholders expect seamless service across phone, email, and chat. Many insurers struggle to unify these channels, leading to fragmented experiences. Patra’s insurance call center solutions integrate omnichannel platforms, ensuring consistent and efficient communication across all touchpoints.
Enhance customer service with outsourced insurance call centers
Managing high call volumes and complex policy inquiries can strain internal teams. Patra’s insurance call center services provide scalable, cost-effective solutions that improve efficiency and customer satisfaction.
Industry averages show that outsourcing call center operations can reduce costs by 30–40% and improve first-call resolution rates by 20%, helping insurers stay competitive while maintaining service quality.
Policy Owner Service
Patra can serve as an extension to an existing operation or build a stand-alone operation as required for areas including payment processing for new, renewal and endorsement premiums, or tele-underwriting.
FNOL/Claims Support
Patra is equipped to manage all facets of the claims experience such as first notice of loss, claim data input, and file management.
Technology
Patra is “system agnostic” which enables us to deliver processing solutions by utilizing existing customer systems.
- Chat/chatbots
- Click to call
- Social media monitoring
- Digitization at the source
- Website analytics
Workflow Capabilities
All Patra Direct services are provided by licensed agents holding the appropriate licensing and possessing the necessary insurance expertise and customer service knowledge.
- Upgrade at issue
- Cross-sell & up-sell
- Customer service
- Endorsement processing & distribution
- Policy owner retention
- Lead qualification
- Premium processing
- Claims support
An exceptional team of insurance experts to represent your brand
Patra’s model makes it easy for you to integrate omni-channel support, and help scale with as few as two or as many as 200 seats.
Patra leverages its national network of insurance professionals to bring in top talent. Patra can provide an exceptional team to represent your brand and products.
Maintaining a positive customer experience is difficult. This is especially true given the unique challenges associated with managing contact centers within the insurance industry. Issues related to staffing, technology, and turnover can each have a significant impact on your revenue, margins and customer experience. Patra supports many aspects of the customer experience and provides you with highly-trained and experienced insurance staff who deliver trackable performance metrics and reporting.
Our knowledge of direct to consumer marketing coupled with our insurance expertise allows us to support any of your products, divisions or services. With a proven track record handling over 2 million customer contacts each year exclusively within the insurance industry, Patra Direct deploys omni-channel, white-labeled communication tools while working within your organization’s systems. Whether inbound or outbound, Patra supports your customer contact centers to deliver an outstanding brand experience. Your journey into the future of insurance starts now.
Comprehensive insurance support through our contact center
Our contact center team provides expert assistance across all lines of insurance products—helping carriers, brokers, and agencies deliver exceptional customer experiences.
- Commercial package / BOP
- General liability
- Workers’ compensation
- Commercial property
- Commercial auto
- Errors & omissions (E&O)
- Directors & officers (D&O)
- Employment practices liability (EPL)
- Excess / umbrella
- Cyber liability
- Surety
- Auto
- Homeowners
- Motorcycle
- Renters
- Umbrella
- RV
- Marine
Struggling to manage customer interactions efficiently?
Patra’s contact center solutions streamline communication, reduce operational costs, and deliver exceptional customer experiences through scalable, expert-driven support.
Frequently asked questions
An insurance call center handles policy inquiries, claims assistance, and customer support for carriers, MGAs, and agencies. Outsourced centers provide trained professionals and advanced technology to deliver efficient service.
By eliminating overhead expenses like staffing, infrastructure, and technology, outsourced call centers typically reduce costs by 30–40%, based on industry averages.
Services include policyholder support, claims assistance, billing inquiries, and renewal processing, all delivered with compliance and data security in mind.
Explore related content
Clearcover seeks scaling
As Clearcover transitions to offering insurance coverage in all 50 states, they recognized the need for a partner
Acquisition & customer experience
Patra Direct delivers omni-channel communication tools to your systems, supporting every part of customer journey
Insurance industry virtual assistant services
Patra Assist streamlines insurance tasks like claims, policies, and research
Operational excellence
High performance teams focused on efficiency, quality, accuracy, and consistency.