Does Timeliness of First Contact Impact the Customer Experience?
Why Carriers Should Care About Time to First Contact
In this white paper, Metrics that Matter: Unlocking the Value in “Time to First Contact,” we reveal if TTFC can accurately predict how an adjuster will handle a claim throughout its lifecycle and how TTFC can significantly impact customer satisfaction, cycle times, cost savings and more.
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The top adjusters resolved claims 10% faster than the lowest-performing adjusters, resulting in 3 days of reduced cycle time.
Unlocking the Value in Time to First Contact
81% of Consumers Feel Loyal to Brands That Are There When They Need Them
Customers want service providers to respond instantaneously, and they can accomplish that using technology like Hi Marley.
4.9/5 Average Customer Satisfaction Score on Surveys That Mention Response Time
Responsiveness correlates directly with a positive customer experience.
Top Performing Adjusters Respond to 80% of Their Cases in Less Than 3.5 Hours
TTFC can predict how an adjuster will handle a claim throughout its lifecycle.
