Insurance Phone Call Training ideas

Feb 08, 2019

Hi everyone. I am building a program for a client on Insurance Claims. Basically, best practices for Claims Assessors who have to investigate, collect information, and decide whether to pay someone's claim or not. The type of insurance is Life Insurance, so often they are speaking to someone who has lost a loved one. Obviously, very sensitive and often difficult phone calls, where tone, word choice, and empathy needs to be high.

I have gone through the Call Centre samples from a couple years back in the discussions, but I'd like to include some actual audio clips where the student could listen to best and worst practices. Any ideas on how to do this?

2 Replies

Wendy Farmer
Hero

5 years ago02/08/19 at 8:21 pm (UTC)

Nick Durie

but I'd like to include some actual audio clips where the student could listen to best and worst practices.

Hi Nick

if you've signed an NDA with your client can't their call centre supply you with some 'training examples' which is what they always say when you call them. This call may be recorded and used for training purposes'

Tom Kuhlmann
Staff

5 years ago02/08/19 at 11:51 pm (UTC)

Assuming you had audio clips, here's an approach that could work:

have them play an audio clip
use a text entry field to answer questions you pose (could be a round key points they need to focus on) or their thoughts on the response
compare what they write to your content or an "expert" opinion

Insurance Phone Call Training ideas

2 Replies

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