Insurance carriers are not shy about proclaiming their talents. They know what they do well and they don’t mind telling you about it. On the opposite end are the areas in which the carriers have, shall we say, slightly less confidence-the ones they are eagerly trying to get out from under. And if there’s one area that insurers rarely brag about, it’s their call centers.

Some companies may have a good call center crew, but the success of such an operation is often tenuous. Turnover can turn a good crew upside down at a moment’s notice. It’s hard to ask for loyalty in today’s business climate when a function like customer service seems a hair’s breadth away from being outsourced.

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