Financial Services + Contact Center Outsourcing = Recipe for Customer Service Success


How can a financial services company “ensure” a great insurance buying experience? The answer to this question was just one of many secrets we revealed during our webinar on “The Secret Sauce Behind Great Customer Experience,” where we were joined by Tiffani Montez, Principal Analyst for eBusiness & Channel Strategy at Forrester Research; Ray Burton, Vice President of Global Brand and Marketing at MetLife; and Jay Arthur, Financial Services Sales Director, with LiveOps. Together, we examined the value of contact center outsourcing for financial services firms.

Most consumers still rely on traditional channels to research financial products and services, but the gap is closing, with only 36 percent of U.S. adults reporting they researched their account or policy by speaking to an agent or advisor on the phone. However, financial services firms often face a huge disparity between customer expectations and realties when it comes to customers achieving their goals. Many executives want to differentiate their firm based on customer experience, but very few are actually taking the necessary actions to make it happen.

How can this unique vertical deliver multichannel experiences that sufficiently empower customers while offering live help during high-value interactions? The secret to that is in the sauce! In this case, the “sauce” is contact center outsourcing. By outsourcing their contact center operations, firms are able to improve the quality of their service, fill experience and skill gaps, adopt more efficient processes and resolve scalability issues. Additionally, outsourcing enables organizations to pass on the management of customer service operations to the outsourcer, meaning they can spend more of their time focused on core business initiatives. Right now, only 16 percent of financial services and insurance firms outsource their firm’s contact center seats, a number that is expected to increase to 21 percent in 2014 and for good reason.

At LiveOps, we don’t just follow the standard “recipe” for success. We use four key “spices” that make our sauce the best when it comes to agent services offerings:

Success ModelWhile shopping around for life insurance or a new bank may remain “an acquired taste,” call center outsourcing can provide the means to create better customer experiences – a win-win for both firms and customers.

To view the recorded webinar for more information on the ingredients to success, please visit:

–          Bryan O-Blanquet, Director of Product Marketing, LiveOps

Image courtesy of Vichaya Kiatying-Angsulee at


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