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Summary of UK Contact Centre Verticals: Insurance

Core Content

This document provides an in-depth analysis of the UK insurance contact centre sector, covering its structure, growth, technological adoption, human resources, and customer experience. It is sponsored by Talkdesk, a cloud contact centre platform, and is part of a series of free reports aimed at contact centre and customer experience professionals.

Main Points

Market Overview

• The UK insurance sector has seen significant growth in agent positions since 2010, with an increase of nearly 30%.
• Despite the trend toward self-service and hybrid work models, the number of insurance agent positions has increased since 2012.
• Insurance contact centres are generally larger than the UK average, with the average size surpassing the 200-seat mark.
• The sector is the largest in terms of agent employment, employing over 23,000 more agents than in 2013.

Growth Trends

• The proportion of outbound agent positions has remained around 15–20% since 2010.
• Insurance companies conduct numerous outbound calls for policy renewals and follow-up, with call-backs on ongoing issues accounting for 20% of outbound calls.
• Agent positions are expected to decline slightly from 63,000 in 2023 to 56,500 in 2027, with a CAGR of -2.7%, while contact centres are projected to decrease from 305 to 290, with a CAGR of -1.3%.

Technology Adoption

• Interaction recording, workforce management, and MIS are widely used in insurance contact centres.
• Email has become a crucial outbound channel, now accounting for 15% of inbound interactions.
• Web chat and AI are expected to grow in importance, especially for self-service, routing, and customer authentication.
• AI is anticipated to play a key role in improving service quality, consistency, and accessibility, with 51% of insurers planning to expand self-service access.

Human Resources

• Insurance agents are generally paid close to the industry average, though attrition rates are higher than average.
• Average attrition rates have been high since 2010, with the sector reporting higher attrition than the contact centre industry as a whole.
• Agent absence rates have historically been above the industry average, though they have stabilized post-pandemic.

Customer Experience

• Customer experience is a critical factor in insurance, with 50% of customers rating it positively.
• Poor customer experience can lead to customer attrition, with 1 in 6 customers leaving or avoiding an insurer due to dissatisfaction.
• Younger customers are more likely to switch providers based on poor CX, while older customers may be less likely to do so due to brand familiarity.
• The use of digital channels is increasingly important for younger customers, who are more influenced by their online experience than traditional phone interactions.

Key Information

• Technology Use: Email is the most important channel, followed by telephone. Web chat and AI are expected to grow.
• Agent Positions: The sector has seen growth in agent numbers since 2012, but is expected to decline slightly in the next few years.
• Customer Experience: Poor CX leads to customer churn, with younger demographics being more sensitive to it.
• Operational Metrics: Insurance call durations are longer than the industry average, and speed to answer has improved but remains lower than the UK average.
• Trends: The sector is moving toward omnichannel and AI-driven solutions to enhance customer engagement and support, while also facing challenges with attrition and absence.

Conclusion

The insurance contact centre sector in the UK is undergoing transformation, with a focus on enhancing customer experience through technology and personalisation. While traditional voice channels remain dominant, the rise of digital self-service and AI is expected to play a growing role. Despite challenges with attrition and absence, the sector continues to invest in improving operational efficiency and customer satisfaction.