SO CALLBACK
Contact center software for insurance carriers
SO Callback optimizes handled calls and cost in phone-based customer service and creates a true wow effect. See how Barmenia, ÖKK, and INTER Insurance Group are driving digitalization in their service centers and delivering an outstanding policyholder experience.
Alternatives to hanging up
Contact center software for insurance carriers
See how SO Callback improves handled calls and the policyholder experience for insurance carriers.
„With ServiceOcean’s software, we were able to increase handled calls by more than 12%.“
Fahrije Bekteshi
ÖKK Switzerland
Why does specialized contact center software matter for insurance carriers?
Digitalization in insurance is no longer a trend it’s a requirement for staying competitive and meeting policyholder expectations. Digitalizing the hold queue plays a central role in that shift, especially as claims volume becomes harder to predict. Together, we deliver value such as:
- Increased handled calls: We make sure your policyholders can always reach you, offering alternatives to hanging up such as on-time scheduled callbacks or Virtual Wait after an optimal wait time.
- Stronger policyholder loyalty and happier employees: Build policyholder loyalty and create a more motivating work environment for your team.
- Cost advantage: Optimize your operating costs through more efficient processes and modern technology.
- Fast integration of advanced technology: The SaaS solution requires no IT interface and is fully integrated within 2 days.
With ServiceOcean’s software, your insurance company offers policyholders real alternatives to hanging up and redialing in the queue for the first time. Management, policyholders, and employees are impressed alike!
„With ServiceOcean, we’ve made a significant leap forward in customer service: 11% more handled calls without adding staff!“
Martin Lutz,
INTER Versicherungsgruppe
„The on-time scheduled callback creates pure delight for our policyholders — a true wow effect.“
Dara Krähenbühl,
Groupe Mutuel
„Integrating ServiceOcean’s software was completely painless — an important core value at ÖKK.“
Fahrije Bekteshi,
ÖKK
Achieve up to, as an insurance carrier
38
%
more handled calls
85
%
cost advantage
96
%
satisfaction
50
%
fewer abandoned calls
Deep dive SO Callback
100 % handled calls in the service center
See how Groupe Mutuel achieved a significantly higher Net Promoter Score than the benchmark. Read the full Case study here.
SERVICEOCEAN PORTAL
Your KPIs at a glance
Benefit from meaningful KPIs, automated data analysis, intelligent insights, and a new dashboard.
SOFTWARE FOR INBOUND CALLING
Product features
Dashboard & Reporting
Speech recognition
Customer notifications & call reminders
Skill-based routing
Real-time synchronization
Text to Speech
Satisfaction surveys (NPS)
Simple bot connection
FAQ
Frequently asked questions
Insurance carriers benefit from on-time scheduled callbacks, reduced hold times, and better control over call volume especially during claims spikes following severe weather events or other catastrophe-driven surges. Debeka, Barmenia Gothaer, VHV, and many other insurers already use ServiceOcean.
Policyholders can submit their request online and book a callback at their preferred time. This reduces spontaneous inbound calls and improves overall service quality.
ServiceOcean’s SO Callback integrates seamlessly with existing systems and supports insurance carriers through digital transformation. Many insurance carriers already use the solution.
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