P&C Insurance: Tips to Increase Efficiencies with Language Services

Aug 21, 2020

Female Interpreter Smiling - Cropped

Non-English calls will take longer than their English equivalents. That’s why it’s important to choose a language service vendor that provides trained, professional interpreters who help you minimize Average Handle Time.

Improve Average Handle Time for Non-English Calls

Trained interpreters are taught to clearly and accurately convey the agent’s message to the caller and ensure that the caller truly understands the answer to their question before hanging up. A callback due to misunderstanding means another non-English call impacting AHT, not to mention an unhappy customer.

Additional Solutions for Improving AHT

Partner with a language services provider that:

  1. Offers training for your agents. Non-English calls tend to go poorly when agents aren’t trained to handle them
  2. Helps you put the number on speed dial for a one-button connection to an interpreter
  3. Auto-authentication to enable your agents to skip inputting credentials

These steps could save up to a minute per non-English call before the conversation even begins.

Boost Department Performance and First Call Resolution

Most agents want to do well on their non-English calls but face competing pressures. They are often encouraged, even expected, to handle incoming calls as quickly as possible to minimize average handle time. They’re expected to explain the complex concepts surrounding an insurance claim in such a way that the customer – with no working knowledge of insurance – will understand. In many cases, agents are also asked to resolve a percentage of claims on the first call.

Resolving a claim in one call depends heavily on developing a relationship with the caller – making sure they know that you understand their situation and building up trust through empathy. These dynamics are harder to cultivate with a language barrier in the way.

High-quality multilingual support may mean the difference between a claim that closes quickly and one that lingers due to mistrust or misunderstanding. That’s why it’s important to choose a provider who trains their employee interpreters and has quality monitoring processes in place to ensure consistent, standardized interpretation quality.

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Written by Regina Wetzel

An experienced researcher, writer, and editor on language services-related topics, specializing in how language works and translation services.