Traditionally, contact centres have relied on a somewhat impersonal approach to assigning agents to clients. This method, often arbitrary and based on immediate agent availability, overlooks the potential of personalised interactions. Such a lack of customisation can result in missed opportunities for both agents and clients, leading to inefficiencies and general dissatisfaction. Personally, I think it’s time to move beyond this one-size-fits-all strategy and embrace the uniqueness of every individual involved.

Embracing the power of AI and Human connection

The integration of AI into your contact centre offers a promising solution. By analysing vast amounts of data, including historical interactions and behavioral patterns, AI can intelligently match clients with the right agents. This strategic pairing goes beyond mere transactions, aiming to create meaningful relationships where both parties find value and understanding. It’s about rekindling the human element in every conversation, ensuring that each interaction is not just efficient but also genuinely engaging.

A smarter approach

Technology should enhance, not diminish, human connections. Every individual has a unique mosaic of needs, desires, and dreams. Our mission is to foster meaningful work by appreciating and understanding this individuality By acting as matchmakers, we ensure that agents find joy and meaning in their work, leading to more positive and successful engagements with clients.

For agents, this approach transforms each workday into an opportunity for meaningful interactions. For clients, it ensures a more personalised and less stressful experience. And for leaders, this synergy between well-matched agents and clients not only streamlines workforce management but also enhances team engagement and success, contributing to the overall achievement of organizational goals.

The competitive advantage: valuing people

In a market where differentiation is key, the unique personalities of our people, combined with innovative matching technology, stand out as the competitive advantage. This focus on positive engagement and deep human connections within the corporate environment leads to enhanced profitability and a distinctive market position.

Final thoughts

The contact centre industry is poised for a significant transformation through the integration of AI, with a focus on enhancing human connections. By moving away from impersonal assignments and embracing a more strategic, data-informed approach, we can significantly improve agent satisfaction, client experiences, and overall success rates. Our commitment at Bestpair is to lead this change, ensuring that every interaction is not only successful but also truly enjoyable, reaffirming the undeniable value of meaningful connections in the modern workplace.

If you’d like to find out more, get in touch.

Are there really no bad ideas? This age-old question plagues organisations that are trying to innovate while managing realistic resources and budgets. None of us want to stifle creativity—we’re all encouraged to think creatively and bring new ideas. As we alluded to above, maybe it’s the execution of ideas that results in undesirable outcomes. 

Distributed and Contact Centre Panel (CCP) recently teamed up to help more organisations turn their ambitious ideas into reality. Any idea is worth exploring, but without proper execution, outcomes are often lacklustre at best and failures at worst. In a tech landscape where 70% of transformation projects end up failing according to McKinsey, it’s critical to get the strategy and process right at the onset.  

We want to set business leaders on the best path possible toward successful digital transformations. With our combined expertise and years of experience in helping companies implement change across industries and geographies, we’ve compiled the guiding principles that will be foundational to any large-scale technical project. 

Be clear on strategy and your “why” at the start 

Nobody sets out to do a bad job. The execution of a project—especially in an outsourced environment—is complex, so it may not be a specific decision that halts progress, but a situation where people fail to make a decision, or don’t work through the priorities and therefore are trying to work with limited resources.  

Distributed Founder, Callum Adamson shares, “Make sure you’re in love with the problem you’re trying to solve, not the solution you think is needed. I see people thinking, ‘I’ve got this great idea for an app,’ rather than ‘This problem needs to be solved.’” Clearly defining the priorities of a project will ensure that everyone is working towards implementing the agreed upon change. When resources are limited, there’s no more important factor to a project than knowing exactly how it will affect the organisation once the project is finished. In order to better track the impact of your change implementation, make sure to identify: 

• Key KPIs that will be measured before and after the project 
• Goals for those KPIs in order to track against expectations 
• Teams that will be affected directly by the transformation 
• Stakeholders who deeply understand the problem you’re trying to solve 

Make sure you have the right resources dedicated to the project 

Change is inevitable in any organisation and if we fail to acknowledge this then those organisations are destined to fail. Opportunities to deliver additional customers, revenue, or margin are dependent on successfully implementing change. The step that makes something a “bad idea” is potentially the decision to not apply the appropriate level of thinking and resources to the project.  

Once you understand the parameters of your project and exactly how the change will affect your organisation, it’s time to set out for the right resources. Good ideas become bad ideas when the levels of critical thinking and creativity don’t match the complexity of the project. Make sure there’s enough time, budget, and talent dedicated to the transformation project in order to move forward completely. If there isn’t, be realistic about what you can accomplish with what you have, and flex your creativity to stretch those resources in ways that will help your team make more progress. 

 At CCP, nearly a decade of work has been dedicated to honing in on connecting organisations to the best resources for their projects. CCP Founder Phil Kitchen shares, “We always see that the best fit organisations to support our clients or network have three key components to their offer. These are:  

1. Solution, that the needs are clearly understood and the partner is aligned to the same objectives  
2. Commercials, ensuring sustainability for all engaged to deliver a win/win outcome  
3. Cultural alignment, to ensure open and transparent communications and delivery

Leverage the right talent at the right time

What truly needs to be considered when making any critical change is that there needs to be the necessary capacity to deliver change whilst managing the day-to-day goals. Impactful change can only be achieved with impactful teams, and sometimes those teams need additional expert perspectives and skill sets in order to more holistically drive a project forward. 

 This is where leveraging external talent becomes the key to driving innovation at growing organisations that are moving quickly while simultaneously implementing ambitious transformations. We have a deep understanding that success can’t be achieved in a silo. In order for internal teams to excel in their “zones of genius,” they need the right support to enable an open, empowering environment for better productivity and workflows. 

Freelancers make up 40% of the digital workforce today. That’s a tremendous amount of talent that can potentially help organisations shift their businesses through successful transformation projects. This talent remains largely untapped today, even as business leaders become more open to the idea of leveraging talent ecosystems outside their own companies. With this leap comes global perspectives, remote working practices, and increased productivity that can be unlocked with the right talent strategy. 

We’re building the future of tech transformation—join us 

CCP and Distributed are partnering to help organisations achieve greater change at faster speeds—without compromising on quality. Keeping this balance is important to us because we know it’s important to business leaders worldwide. As we continue our work, see how good ideas can become great ideas when the right talent teams can contribute their unique skills sets and expertise to your projects. 

I often think that managing your contact centre performance on a day-to-day basis is like standing on a sandy beach watching the waves come in. Without fail going in, out and always, always, dependent on the weather. Sometimes it’s so monotonous you can drift off in the sun, waves lapping at your feet, then suddenly find you’re floating. Then there are those grey stormy days when it feels like we are going to drown, freezing from head to toe, no wetsuit, now fleecy towel.

So, what should be the first thing in the ‘beach bag’ to make sure we don’t drift off in the sun and don’t freeze our bits off when it gets stormy? The answer – Something that shows us our quality of performance, whatever the weather.  Quality is the one baseline that we can use, whatever the weather. Properly defined, it can be our deckchair, sunshade as well as our wetsuit and fleecy towel. Get ‘quality’ right and there is no sunburn, no more shivering, chilled to the bone.

Technology should be looking at everything we do

In a contact centre technology world now dominated by AI and multiple customer engagement channels, it’s essential that whatever we use to measure quality is looking at everything we do, all of the time. It’s also desirable that whatever we deploy to help us understand and manage quality can help us perform to the best of our potential and make the very most of the people we have at our disposal.

Whether those people are internal or outsourced, it’s our day to day / hour to hour performance that drives us, whatever our resourcing model, however performance is defined. In simple terms, performance is always a multifaceted measure, made up of different time and process-based outcomes delivered to our desktop by the tech’ that enables our everyday customer engagement. Think of those performance outcomes as the ‘what’, then quality is all about the ‘how’. Keeping track of ‘how’ effectively provides us with the tram lines of what is acceptable / not acceptable to the customer and defines the boundaries of what is ‘on brand’ and what is not.

Look at easy-to-deploy applications

Keeping performance ‘on brand’ is something that contact centre managers (inhouse or out of house) have high on their ‘to do’ lists, whatever the beach, whatever the weather. And in our experience, quality is the one area where we see AI driven applications having an immediate benefit. Easy to deploy on a SAS model with usage-based costing models available, these applications can watch every wave, every temperature and air pressure change. Providing you with an early heads up to get off the deck chair and start putting on your wet suite.

Certainly, nailing quality monitoring is the smartest way I can think of as an entry point to deploying an AI strategy. Whilst the landscape may look confused, given that all vendors say the same thing, what we know is that the ‘best in class’ applications are easy to deploy (with ‘out of the box’ CRM / CCaaS integrations) giving you immediate insight and potentially freeing up valuable resources. We have even seen applications providing individual coaching programmes to save additional time and effort for your managers and training teams.

It worked in the 80’s

All of this somehow reminds me of that Bananarama song…. “It ain’t what you do, it’s the way that you do it”. For those of you who are much too young to remember, Bananarama are an English female pop band who have had success on the pop and dance charts since 1982. Rather than relying on harmony, the band generally sings in unison, as do their background vocalists. Although there have been line-up changes, the group enjoyed most success as a trio made up of lifelong friends. In the 1980s, Bananarama were listed in the Guinness World Records as the all female group with the most chart entries in the world, a record which they still hold.

If quality is a record that your organisation wants to hold, then get in touch. Let us help you with your AI conversation and provide some additional insight on what’s out there in the world of tech’ so you can have a relaxing time on the beach!!!

In the past 12 months we have seen rapid acceleration of automation and AI solutions. However, when it comes down to dealing with customers, human relationships still have their place.

We are all customers and there are times when we just want to get something done quickly. In banking terms that may be a balance or transaction check, give me the information that I need fast and simple. It could be a renewal of your insurance or to check where an order is.

But what if the balance isn’t what you expected or you have a duplicate transaction? The renewal price has changed dramatically, or the order isn’t arriving today after all, and you’ve taken a holiday day to wait for it? Well, you probably want to speak with someone, you want understanding and empathy. Another human to say to you it has all been sorted and there is nothing to worry about, to apologise – and mean it.

So, it is likely there will always be some form of need for human intervention in the process.

People determine the processes 

AI can determine when a customer is likely to need to make contact based on analysis of various data points and the creation of insights. It can run tasks/journeys to make proactive contacts at the right times based on customer lifecycles.

However, it has not reached the point of autonomy yet where it can decide what the CX should look like, it can give the tools but you still need to direct the effort, so people remain key.

Are your automation objectives aligned?

 Few outsource providers have the technology inhouse to satisfy the needs of their clients directly, few clients have the experience to implement AI themselves. As an outsource community of CX specialists you have the opportunity to shape the service delivered and the enable your clients to deliver better outcomes for their customers, differentiate their brand and help them either grow their business or reduce costs.

There is no point putting your head in the sand; this change is here, it is happening now. To say “it’s coming and we will get to it” is too little, too late.

The best thing that you can do is ensure that you have the right partners to enable you to deliver the changes that your client needs and the right commercial agreement with your client to ensure that your business is sustainable.

“If you aren’t talking to your clients about AI and automation someone else will be.”

Those who simply try to protect their headcount will find that they are on the losing side when it comes to contract renewal. Don’t wait until renewal comes along to talk to clients about innovation and cost saving, they will see straight through this!  

There are benefits to automation that can support your business

We have seen massive change through homeworking during the pandemic, increased attrition, increased salary costs due to inflation and pressure on clients to manage costs as a result of reduced customer spend due to a hardening economy.

We have seen increasing amounts of work being placed offshore, however there remains the risk that other labour markets become increasingly competitive and then costs will start to rise again.

Customers expect automation for certain tasks, they crave it, so you need to be able to provide solutions for your clients.

“Choosing the right technical partner could be critical to your future success”

As a business you need to ensure that you have:

• Sustainable solutions that work for you
• Alignment of objectives with your clients
• Technical delivery partners that you can rely on and trust to deliver on your behalf

Remember you get out what you put in. Be sure to properly resource any implementation project, scope realistically, ensure you have a clear business case, deliverables, testing and sign off processes, choosing the right solutions is only half of the story.

Want to know more?

Join Us for our webinar on September 14th, when we will be discussing in more detail the opportunity that AI offers to the outsource community. 

Article 3 of 3

Our third and final area to highlight is the talent shortage in operations and more focused in areas such as data analytics, AI, and digital innovation. Attracting and retaining skilled professionals is essential for insurers to adapt to changing market dynamics and leverage emerging technologies effectively. But how are they going about doing this, particularly when their operational hubs are positioned outside the talent hub of London?

1. Talent Development and Training

Insurance companies are investing in talent development programmes to upskill their existing workforce. They offer training in emerging areas such as data analytics, AI, and digital technologies to ‘bridge’ colleagues in volume areas with deep experience of the customer, products and processes, into specialist roles where they can build upon that foundation. Additionally, insurers are partnering with educational institutions to create specialised insurance programmes that provide graduates with the necessary skills and knowledge to succeed in the industry.

By investing in talent development, insurers are closing the ‘skills gap’ to cultivate a pipeline of skilled professionals. This takes time to bear fruit and so with that comes an interim need to maintain the shortfall, or at least provide the foundation to build upon. The outsourcing industry is well placed to help here, both short and long term.

2. Outsourcing

In recent years, changing dynamics within the industry has seen employees talking with their feet and finding pastures new. There’s simply more choice for people and if the reward is better elsewhere and the work less complicated (and stressful) then the lure of jumping ship for better pay and conditions is strong, particularly when the commute is no longer a factor for many organisations. Whilst there are advancements in the technology space to soften the blow of the resourcing turbulence, the pace at which these are delivering tangible benefits is nowhere near sufficient to keeping up with the shortfall in resourcing.

We’ve seen the use of UK outsourcers as the stop gap, at least tactically for the initial shortfall, but the winners we are seeing are the overseas territories, South Africa especially for the customer facing roles. We believe those insurers that brave the outsourcing decision for their operations, hand in hand with technology outsourcing, will create strategic advantage versus their peers. We are currently seeing this with US based Insurers increasing offshoring to South Africa but not so much in UK Insurance, just yet…..

Want to hear more on this topic? Feel free to contact us hello@contactcentrepanel.com for further insight and guidance.

Want to read our previous articles? Part 1 and 2 have been linked below:

• Part 1 – Collaboration through partnerships
• Part 2 – AI, Data Analytics and Insights

Article 2 of 3

Insurers have long since leveraged data and analytics to gain actionable insights and drive operational improvements. After all, data is at the heart of underwriting, pricing and claims management. Advanced analytical techniques are being increasingly used to analyse large volumes of data, identify patterns, and optimise processes. Insurers are employing predictive analytics and AI for claims forecasting, fraud detection, and risk assessment, allowing them to make data-driven decisions and streamline operations. These run hand in hand with the operation itself and it’s critical the teams work closely together, especially when outsourcing is involved. Insurers are gaining strategic advantage in several ways. Here are some examples:

1. Enhanced Risk Assessment

By leveraging vast amounts of structured and unstructured data, insurers can refine their risk assessment processes. Advanced analytics and AI models analyse historical data, market trends, customer behaviours and external factors to improve risk prediction and pricing accuracy. This enables them to identify profitable segments, develop targeted products, and optimise underwriting decisions.

Insurers rarely let go of this core competence and fully outsource, so if the demand surfaces, it’s likely to be augmenting rather than replacing the mother ship’s in-house capability.

2. Fraud Detection and Prevention

Insurers are employing data analytics and AI algorithms to detect and prevent fraudulent activities. By analysing data patterns and anomalies, insurers can identify suspicious claims, behaviours or patterns that indicate potential fraud. Advanced fraud detection models help insurers mitigate financial losses, improve operational efficiency, and protect honest policyholders from inflated premiums.

Typically, outsourcers work across industry verticals and so bring a distinct advantage in terms of sharing learnings from one business sector to another.

3. Personalised Customer Experiences

By analysing customer data, insurers are gaining insights into individual preferences, behaviours and risk profiles, allowing them to tailor products, pricing, and services to specific customer segments. This level of personalisation enhances customer satisfaction, improves retention rates (increasingly important after the pricing reforms) and drives customer loyalty.

In an industry challenged with differentiation beyond brand recognition and price, personalisation is ever more important to the policy holder.

4. Process Optimisation

Of course, the need to identify and eliminate inefficiencies, reduce waste, and enhance operational performance doesn’t go away just because you enhance your technical capabilities elsewhere. Techniques such as Lean Six Sigma continue to be used to analyse processes, identify bottlenecks, and implement improvements. Reengineering processes to simplify and automate workflows, reducing cycle times and enhancing overall operational effectiveness will continue.

Through the use of process mining (we rate this software highly) and analysis, insurers can identify bottlenecks, eliminate inefficiencies, and create a pipeline of opportunities, driven by date, primed for automation.

If you would like to discuss further the challenges in the Insurance sector, the benefits of data analytics, AI and insights or generally about any of the points raised, feel free to contact us hello@contactcentrepanel.com

Watch out for the next article in the series considering the impact of Talent Management and Skills Gaps.

Working in collaboration with Insight and Design Group (IDG), we put to you a series of articles to help support your understanding of the potential challenges currently being faced in the Insurance sector. IDG have used their experiences from the strategies they have helped develop and execute in the Insurance Industry, supporting executive teams as they faced into wave after wave of challenges over the last 25 years.

Article 1 of 3

From the ancient maritime trade routes to bustling modern cities, the concept of insurance has been ingrained in society for centuries. While the formal insurance industry as we know it today emerged in the late 17th century, the fundamental principles of risk mitigation and financial protection can be traced back to ancient civilisations. Throughout its storied history, the insurance industry has weathered storms, adapted to changing landscapes, and stood as a pillar of resilience in the face of uncertainty.

But where is the industry today, what challenges are being navigated and where is the C-Suite focussing their attention in the unchartered economic environment we’re all facing into?

Collaboration through partnerships

The industry hasn’t historically been particularly revered for its cutting-edge innovation. However, to give it credit, it has evolved and continues to launch new products and services as customer expectations change, driven by advancements in technology and the rise of a digital native population. Policyholders expect personalised experiences, seamless interactions, and simplified processes. Insurers are embracing customer-centric approaches, enhancing digital capabilities, and delivering tailored products and services to meet these expectations.

At IDG, we have led the charge in collaborating through outsourcing key components of customer and technology fulfilment, both overseas and in the UK. We have identified and deployed the lowest cost territories with incredible success, at scale and, we have invested in emerging territories to service the ever highly demanding UK customer. We did this through partnership with the outsourcing industry, to great effect. Entering a new territory is not easy, it requires a clear vision, strategy and investment in a leadership team that will stay the course. Finding the right partner for a time horizon that will surpass the 5-year mark is not easy, particularly on the back of a desk top exercise and a handful of face-to-face engagements to find the right partner.

An insurer’s search for an outsourcer should focus on a partner with ‘Digital Operations’ at the core of their service – a partner that can build and operate an efficient and effective human operation with a technological core to its DNA. The relationship management optics should shift from a ‘supplier’ orientation to one that forms strategic partnerships and ecosystems to enhance operational capabilities.

Collaborating with insurtech start-ups, technology vendors, and data providers allows insurers to access specialised expertise, innovative solutions, and advanced technologies. These partnerships facilitate the implementation of new operational strategies, enhance digital capabilities, and drive efficiencies. The more you can source from a single provider, the less friction and commercial tension there is – albeit there can be a sacrifice in terms of not sourcing ‘the best of everything’ in one go.

Selecting the right partner to outsource to

We’ve picked our top criteria we would encourage buyers to consider when selecting the right partner to outsource to:

1. Finding the technological edge: many insurers have moved from outdated legacy systems that hinder operational efficiency, agility, and innovation. Other Insurers are currently adopting strategies to modernise their IT infrastructure by migrating to cloud-based platforms, implementing scalable and flexible core systems, and leveraging emerging capabilities. This allows them to streamline processes, enhance data integration, and accelerate product development.

In our experience, these advancements need to run hand in hand with Claims and Customer Operations, and so the insurer must select an outsourcing partner that can seamlessly run the human operation alongside the technology enablers as one ‘digital operation’. It’s not easy to do, and so picking a partner that can reach into their estate vs sourcing ‘too many’ 3rd parties will both increase the prospects of a successful deployment as well as enable a better commercial proposition to be achieved. Here’s a few examples of the capabilities to look out for, having developed and integrated these alongside the core operations ourselves.

2. Robotic Process Automation (RPA) and Intelligent Automation: insurers have been embracing basic RPA automation to streamline repetitive and manual tasks – like claims processing, policy administration and underwriting – for a number of years now, but with mixed success. Automating the routine tasks reduces errors, enhances operational efficiency, and frees up resources to focus on more value-added activities. But, capability is progressing rapidly and the real gains, through the use of AI and complementary technology, is enabling automation where data is unstructured, decisions are less rule based and the actions needs a level of interpretation. AI-powered claims automation systems can assess claims, validate information, and make accurate settlement decisions.

It comes down to the ‘make vs buy’ quandry and at the pace this capability is evolving, it’s increasingly difficult to stay at the forefront of the capability without buying it in from a partner.

3. Customer Self-Service and Digital Channels:

Insurers continue to provide customer self-service options through digital channels whereby policyholders can access policy information, register claims, make payments and so on. By empowering customers in this way, insurers are reducing the reliance on traditional channels, and as by products, both improve customer satisfaction and achieve cost savings.

It’s not easy though, insurance ‘cases’ aren’t always ‘once and done’ and the capability takes time to develop and pass the stringent standards necessary to satisfy the regulators. Digital transformation for insurers is more evolutionary than revolutionary, given the complexity, so the course can be long and you need to be confident in your chosen partner’s ability to innovate their own capability….they must have a proven track record of innovation themselves.

4. Digital Claims Processing: Insurers are digitising and streamlining claims processing workflows to expedite settlements, reduce administrative costs, and improve customer satisfaction. By implementing digital claims management systems, insurers can automate claims intake, enhance data validation, enable electronic document management, and facilitate seamless collaboration between claims adjusters and stakeholders.

Be mindful of a provider’s offering though: ‘Straight through processing’ of claims is achievable but, in our experience, it is harder to replicate this holy grail across many claims processes.

If you would like to discuss further the challenges in the Insurance sector, the benefits of collaborating in strong partnerships or generally about any of the points raised, feel free to contact us hello@contactcentrepanel.com

Watch out for the next article in the series considering the role of Data Analytics, AI and Insights.