These days, customer support is often synonymous with chatbots and automated systems. However, for industries like health insurance, where personal consultation and empathy are essential, human interaction remains irreplaceable. Australian-based phone consultants are integral to customer success, providing expert advice and tailored recommendations that drive customer satisfaction and conversions.

Why Human Consultants Matter

While digital tools and AI have their place, customer service experts provide a personal touch that automated systems simply can’t replicate. A study by PwC found that 73% of all customer interactions will require in-person or human interaction by 2025, especially for complex services like insurance. Australian-based phone consultants are particularly valuable for platforms offering health insurance comparisons, as they help customers navigate complex policies and make informed decisions.

Benefits of Local Expertise

Using Australian phone consultants offers several advantages. Customers appreciate speaking to representatives who understand local market conditions, healthcare systems, and regulatory requirements. This local expertise builds trust and ensures that customers receive accurate, up-to-date information. Furthermore, consultants who are well-versed in Australian insurance options can offer tailored recommendations that align with customer needs.

How IMG’s Platform Enhances the Consultant-Customer Relationship

IMG’s platform integrates seamlessly with call centre operations, providing consultants with the tools they need to serve customers efficiently. With access to real-time data, consultants can quickly match customers with the most relevant insurance plans, improving customer satisfaction and accelerating decision-making.

Training and Support for Consultants

Effective training is key to ensuring that phone consultants provide high-quality service. Ongoing training ensures that consultants are well-versed in the latest products, trends, and customer service techniques. IMG supports businesses by providing comprehensive training materials and ongoing support to consultants, helping them stay current and efficient in their roles.

Case Study: Bupa’s Use of Phone Consultants for Health Insurance Advice

Bupa, a leading health insurance provider in Australia, uses phone consultants to offer personalised advice to potential customers. Bupa has seen an increase in customer satisfaction and conversion rates by providing human support for those navigating the complexities of health insurance. Their success highlights the value of human interaction in the insurance space.