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US Insurance Contact Centers Summary

Core Content Overview

This report provides an in-depth analysis of the US insurance contact center industry, covering market structure, growth trends, technology adoption, human resources, and customer experience. It is sponsored by Talkdesk, a global AI-powered cloud contact center platform, and includes data from extensive surveys of hundreds of US insurance contact centers.

Main Points

Market Structure

• Insurance contact centers have remained relatively stable in terms of number and agent positions since 2016.
• They tend to be 20% larger than the US contact center average.
• 60% of insurance contact centers have fewer than 50 seats.
• The 250+ seat category accounts for 8% of all insurance agent positions in the US.

Growth Trends

• Agent positions have flattened since 2022, with little expectation of a major reversal.
• Contact centers are also expected to decline slightly from 2,050 in 2023 to 1,975 in 2027.
• The CAGR for both agent positions and contact centers is expected to be around -0.2% and -0.9%, respectively.

Technology Use

• Interaction recording is used by 100% of insurance contact centers.
• DTMF IVR and mobile service are also widely adopted.
• AI, web chat, email management, and interaction analytics are expected to see the most growth in the coming years.
• These technologies are especially beneficial for compliance and operational efficiency, with analytics being more impactful in larger operations.

Inbound & Outbound Activity

• Inbound interactions are still heavily reliant on telephone (live), with 14% of interactions via digital channels.
• Outbound activity has shifted from sales-focused calls to service notifications and call-backs, though renewal sales remain significant.
• Outbound agent positions are around 25,000, equivalent to a large portion of the contact center workforce.

Human Resources

• Insurance agent salaries have historically been higher than the contact center industry average, but this gap has narrowed in recent years.
• Attrition rates for insurance agents are lower than the industry average, but are increasing.
• Absence rates are higher than the industry average, possibly due to the complexity of the role and the need for higher skill levels.

Operational Benchmarks

• Talk time for insurance agents has remained below the industry average, suggesting a higher proportion of post-call work.
• Call duration has been relatively consistent, with a slight drop in 2021.
• Speed to answer is generally lower than the industry average, with a notable exception in 2019.
• Speed to answer remains a critical factor in customer satisfaction, and lower values are beneficial.

Customer Experience

• 54% of customers rate insurance customer service positively.
• 17% of customers have left or decided not to use an insurer due to poor customer experience.
• Younger customers (18–34 years) are more likely to switch providers due to poor CX than older customers (65+ years).
• Digital channels are increasingly influencing customer experience, especially for younger demographics.
• Poor CX can lead to reduced customer retention, lower referrals, and less likelihood of policy renewal.

Key Insights

• The insurance sector is voice-centric, with live agent support still being a primary method of customer interaction.
• Self-service and digital channels are growing, but not yet dominant in inbound interactions.
• AI and automation are expected to play a major role in future CX improvements.
• Agent attrition and absence are rising, likely due to increased complexity in customer interactions and salary stagnation.
• Customer experience is a strategic priority, with 51% of insurers planning to increase investment in self-service and CX analytics.

Supporting Data

• Figure 1: Insurance contact centers and agent positions, 2016–2023
• Figure 2: Average Insurance contact center size, 2016–2023
• Figure 3: Insurance contact centers by size, 2017–23
• Figure 4: Insurance agent positions by size, 2017–23
• Figure 5: Insurance contact center jobs by size, 2017–23
• Figure 6: Insurance - agent positions and contact center forecasts, 2023–27
• Figure 7: Contact center inbound interactions by channel, 2016–2023 - Insurance
• Figure 8: Insurance - number and proportion of outbound agent positions, 2017–23
• Figure 9: Outbound call types: Insurance
• Figure 10: Insurance contact centers: use of technology, 2023 vs industry average
• Figure 11: Insurance contact centers: use of technology, 2023 & 2027
• Figure 12: Average Insurance agent salaries, 2012–23
• Figure 13: Average Insurance annual agent attrition rates, 2012–23
• Figure 14: Average Insurance agent absence rates, 2012–23
• Figure 15: Insurance contact centers: talk time, 2012–23
• Figure 16: Insurance contact centers: call duration, 2012–23
• Figure 17: Insurance contact centers: average speed to answer, 2012–23
• Figure 18: How would you rate the general level of customer service that you receive from these types of company?
• Figure 19: In the past year, have you left any of these types of company, or decided not to use them because of poor customer experience? (by age range)

About ContactBabel

ContactBabel is a leading expert in the contact center industry, offering comparative insights and research reports to help organizations understand their performance and future direction. Their reports are available for free at www.contactbabel.com, including both US and UK versions.

Talkdesk®

Talkdesk is highlighted as a cloud contact center solution that helps enterprises improve customer service through unified customer context, personalized engagement, and AI and automation. It is used by major companies such as Root Insurance, IBM, and Canon.