Don't drop customer service over cost, says Junction MD

Immediate release: 14 February 2012

"You can’t cost cut your way to top notch customer service", is the message from Peter Thompson, Managing Director of Junction, as the affinity specialist readies itself for a strategic relaunch later this year.

"2012 is likely to see insurance companies driving down call centre costs in the current climate. But they should be careful to avoid a knee-jerk reaction." Peter continues. "There is a way to deliver both on quality and cost-efficiency. While cost is, of course, very important, it is vital not to underestimate the relevance of customer satisfaction."

"In ten years since Junction launched, the insurance space has changed dramatically. Today's consumer has high expectations of good service and competitive prices, and if their standards aren’t met, they'll walk away. Review sites and social networking then make it easy for them to share their bad experience with other potential customers."

Junction, with more than 14 brand partners, operates dedicated teams to ensure that advisors have comprehensive knowledge of their brand and products. This is in contrast to the cost-focused approach of training contact centre advisors to answer calls on any brand.

Junction, with more than 14 brand partners, operates dedicated teams to ensure that advisors have comprehensive knowledge of their brand and products. This is in contrast to the cost-focused approach of training contact centre advisors to answer calls on any brand.

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