INSURANCE
INDUSTRY

THE BUSINESS OF RISK

Insurance
Industry

Insurance is undergoing a generational change: a marketplace with different consumer demands, an aging workforce, and a growing digital influence. When 2020 began, the insurance industry was riding a healthy wave amid expectations that the trend would continue. The pandemic disrupted operations, caused a shift to remote work and virtual customer engagement, and created volatility within financial markets.
Going forward, the industry faces a “synthesis challenge” – how to integrate new technologies and sales techniques into a sector that has historically relied on face-to-face transactions between agents and clients who are usually on a first-name basis.

Our Solutions

What we do to service the industry

Companies are heavily investing in modernizing legacy IT systems so that core business functions such as rates, quotes, claims, and billing are relevant in a modern marketplace where consumers can start/pause/stop coverage with the click of a button on their mobile apps. New tools are changing the dynamic of an agent’s office as the primary point of engagement with customers, making some tasks far more convenient. Until there is a hiccup in the app.

That’s where a partner like GlowTouch matters. The industry’s increased digitization plays into our experience with technology. And technology has changed the face of insurance, with personal relationships being replaced by a seamless customer experience across both the digital and physical worlds.

Contact Center
Outsourcing

Pampering your customers through the entire lifecycle with onshore, nearshore and offshore options:

Business Process
Outsourcing

Pampering your customers through the entire lifecycle with onshore, nearshore and offshore options:

Technology
Outsourcing

Working as an extension of your team or in collaboration:

Channels
We Support

Consumers live in an omnichannel world: chat, voice, email, social media, etc. Increasingly, the onus on service providers is to provide the channels that their customers prefer. That is part of delivering “wow” experiences. When one of your customers contacts us, service and support become parts of that experience.

Click on the icons to learn more about our channel offerings.

GlowTouch has been providing
personalized business outsourcing
solutions since 2002.

Our trusted performance and execution are underpinned by a highly-educated, loyal workforce, with innovative stolutions crafted by award-winning leadership.

Certifications

Awards

Resources

Press

Blog

Case Studies

White
Papers

Solution
Overviews

Infographics

Let us ensure your
CX is covered.

Let us ensure your CX is covered.

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WBENC

As a a woman-owned enterprise with employees in three distinct global regions, diversity is part of who we are, and it presents unique opportunities within our industry. As a WBENC-Certified business, we are a potential partner for organizations who are pursuing diversity initiatives. As such, we have a similar procurement diversity strategy, which combined with impact sourcing, provides opportunities to often overlooked populations.

Our WBENC Certification validates our standing in terms of eligibility; our track record validates the professional expertise that we provide.

Louisville, KY

Our new corporate headquarters in Louisville has 12,000 square feet to help accommodate our continuing growth. The space is divided between contact center work and technology outsourcing projects.

Santo Domingo, Dominican Republic

Our first nearshore location is the Dominican Republic and a 10,000 square foot facility. The center in Santo Domingo can accommodate nearly 300 bilingual associates for service delivery in both English and Spanish. This island nation has a mature technology infrastructure and is Latin America’s fastest-growing economy, with the BPO sector among the catalysts.

Mangalore

We have two locations in Mangalore: our flagship facility that spans 82,000 square feet and houses nearly 1,500 employees. This site includes two cafeterias that operate 24/7, hotel-style rooms for visitors, and an on-site medical clinic.
The second location adds 20,000 square feet of floor space. It is set up for 150 agents initially and has room for further expansion. Both locations are served by the technological infrastructure one would expect from a world-class industry leader.

GT@Home

Service delivery has changed by necessity and RemoteAbilityTM is part of that change. The remote office or employee is becoming increasingly commonplace, and some studies show that working remotely can increase productivity and job satisfaction.

Bangalore

Bangalore is among India’s ‘smart cities,’ with a labor force that skews toward the young and the educated. This center features a multi-lingual workforce and is among the fastest-growing cosmopolitan cities in Asia.

Mysore

A 23,000 square foot center in the growing city of Mysore is our more recent offshore facility. Rich in tradition, Mysore is a favored destination for tourists, drawn by the city’s ornate palaces and heritage structures. It is also a significant education hub with a bustling IT industry that make the city a major software exporter.

Voice

Sometimes, customers want to hear another person’s voice in addressing a service or support issue. Our agents are trained to:

Scalable, redundant architecture minimizes hold times. Our goal is first-call resolution, no matter the issue and no matter its complexity. Our reporting systems record calls and track key metrics that determine agent efficiency and effectiveness, and customer satisfaction.

Sometimes, customers want to hear another person’s voice in addressing a service or support issue. Our agents are trained to:

Chat

Users love chat, and we have offered it since our inception. Live chat means customers are interacting with agents, not bots, not virtual programs, not artificial intelligence.

Customers can initiate a chat session from anywhere – work or home, smartphone or laptop, without carving out exclusive time. Live chat done right increases conversions, generates positive word of mouth and delights users.

Email

Sometimes overlooked, email remains an ideal channel for tracking issues and their resolution. Email is also a workaround to spoken language issues.

Email is great for providing detailed answers to questions, and easily accommodates links or attachments. It also gives customers a history of the transaction while providing us with a unique level of insight into user concerns.