Are your phone skills keeping up?

Sep 30, 2010

In a previous newsletter Deadly Sins of Claims Management Part 2, we commented about effective claims management and the use of the telephone. We strongly believe that the telephone is the most effective risk management and customer service tool in the claim analyst toolbox. Overall telephone use in our industry is on the decline. Our audit data, representing results from over 80 audits and over 30 different disability claim operations, suggests that in-depth telephone conversations with claimants happen only 30% of the time. We think it could get worse for those companies asleep at the wheel.

Across the country, household land line usage is declining while wireless usage is on the upswing. The Centers for Disease Control and Prevention survey says one in four US households are wireless only (vs. 15% land line only) up from 11% in 2006. In addition, 47% claim the cell phone is a "necessity of life". None of this is surprising. The relevant point is, however, that people (especially younger people) are not using the telephone to talk. There are other preferred methods of communications which can be used with a cell phone like email, messaging on Facebook and texting. When was the last time you called your teenager on their cell phone only to have them text you back in some abbreviated gibberish you don't understand?

Telephone skills are quickly going the way of the handwritten note. How will this impact our industry? If this next generation of claim analysts (or customer service reps, or claim intake specialists) isn't comfortable talking to someone on the telephone, this important risk management and customer service tool could become a lost art.  For an industry that slowly embraces change, we think this spells trouble. On the other hand, this spells opportunity for those forward thinking companies who develop hiring models and training programs that fit the next generation of claims professionals. Which company are you?
In closing,


CTC      (care to chat?)
CM       (call me)
LVM     (left voice message)
CMB     (call me back)
PCM     (please call me)
CT        (can't talk)
CYE     (check your email)
GTRM   (going to read mail)
IB         (I'm back)
P911     (parents are coming into room alert)
RME     (rolling my eyes)
SUL      (see you later)
SYL      (see you later)
SYS     (see you soon)
SO       (sign off)
NYSO   (no, you sign off)
Joo      (you)
Njoo     (no you)

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