EOX-hibit Weekly: Providing Insights and Perspectives from the Forefront of Technology
The Human Touch: Onshore Client Services Transforms Customer Experiences
A leading insurance carrier faced surging call volumes, particularly during catastrophic weather events, leaving policyholders frustrated and staff overwhelmed. EOX Vantage stepped in with a U.S.-based Client Services solution, initially built to support a single insurer. Over time, this team grew to serve multiple carriers. With inbound and outbound call handling, email and chat support, scheduling services, and reputation management capabilities, these onshore professionals resolve up to 70% of inquiries on the first touch. When issues require escalation, they connect callers to specialized adjusters or underwriters. Policyholders appreciate speaking with a local voice during stressful situations, boosting satisfaction and trust. Scalability ensures that sudden spikes in volume never erode service quality or brand consistency. By offloading routine inquiries and front-line tasks, insurers can reallocate internal resources to underwriting, policy development, or strategic growth initiatives, knowing their customers are in good hands.
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Hear it From the Top: Insights from EOX Leadership
“Adapting to tomorrow’s market means investing in people, not just processes. A team that’s empowered and agile can pivot faster than any pre-set plan.” – Aditya Achar, Account Manager, EOX Vantage
