Challenge:
An insurance company specializing in health insurance faced considerable challenges in maintaining compliance during sales calls. The complex nature of health insurance requires agents to deliver multiple disclaimers and accurately track customers' responses, a task that was previously overwhelming due to the high volume of calls and the detailed nature of the compliance required.
Solution:
Hear.ai was implemented to automate the compliance monitoring process across all calls. The system analyzes each call for compliance with required disclaimers and customer acknowledgments, flagging any discrepancies for review. Detailed analytics help identify common areas where agents miss required compliance points, allowing targeted training and updates to scripts and procedures.
Outcome:
With Hear.ai, the insurance company has dramatically improved its ability to ensure compliance on every call. The system's detailed reports provide insights that help refine agent training programs and enhance compliance protocols. This has reduced the risk of regulatory penalties and increased the overall quality of customer interactions. Agents are better equipped to handle calls within compliance guidelines, ensuring that all customer interactions are both productive and compliant. This has also helped in maintaining high standards of customer trust and satisfaction, which are crucial in the competitive insurance market. The company has achieved an 80% improvement in compliance accuracy.
