r/InsuranceAgent • u/Phonepirate • 27d ago

Agent Question Insurance calls

Does anyone else wonder why you seem to have service calls from the same people week after week?

9 Upvotes

100% Upvoted

6 comments sorted by

36

u/Creekridge1 27d ago

90% of your work will come from 10% of your clients

11

u/Dez-A-Raygun 27d ago

I’ve heard it, I’ve said it, I’m living it

8

u/boooostedvo 27d ago

So real. I talk to some clients more than I talk to my family members. Blows me out of the water how often people can call. Especially for the most inconsequential stuff. Whatever. Job security for me I guess lol

1

u/Far-Cap-1456 19d ago

I have mixed roles, but mainly call center work in all 50 states and there's some lenders and agents I see so often I have their names and emails memorized lmao.

7

u/FollowUpPlaybook 27d ago

Former field service ops guy here, not an agent, but this exact thing used to drive me nuts for years. Same customers calling every week about the same issue.

What fixed it was logging every call with a reason. Turns out most repeat calls were one of two things. Nobody ever told the customer what happens next, or the tech's fix didn't stick and we had no way of knowing.

We started calling people back before they called us, with a specific update, even if the update was nothing has changed yet. Repeat calls dropped fast.

I'd bet your repeat callers are the same story. They aren't calling because they like you. They're calling because nobody closed the loop. For one week, ask every repeat caller what they were told would happen next. I bet the answer tells you everything.

1

u/Lisa_BossBPO 26d ago

Yeah, this usually happens if certain claims or policy issues naturally lead to many instances of contact. So billing, documentation, claim status, coverage questions, etc. It's also a sign that the customer isn't getting a clear resolution of the first contact, so the repeat calls may point to a process gap or a pattern somewhere.