Research On The Operation Mode Of Auto-sales Channel Of Auto Insurance

With the increasing income level of Chinese residents,the automobile has gradually become a means of transport for ordinary people.As the insurance for the aftermarket,it also quickly stood on the stage.With the increasing compensation for losses in traffic accidents,automobile insurance has become the focus of car owners.In order to compete for the huge cake of auto insurance,apart from the traditional sales methods,insurance companies are also making breakthroughs in innovation,learning from abroad,and selling auto insurance by means of telephone sales.This approach not only allows auto insurance customers to enjoy cheap prices,but also makes their auto insurance consumption more convenient.With the development of Internet technology,communication means are also diverse.During this period,the consumption habits of auto insurance customers have changed,the demand for insurance services has increased,and the operating mode pursued by auto insurance telephone sales channels has been unable to meet the requirements.Coupled with the high pressure and strict trend of insurance supervision,this channel is facing unprecedented pressure.We must find the cause of the problem,apply optimal measures,and reshape the channel.Based on this background,this paper takes Henan PA Property Insurance Company as an example to study the operation mode of auto insurance telephone sales channels.Based on the definition of auto insurance and auto insurance sales channels,This paper introduces the connotation and business process of the auto insurance telephone sales channel,and describes the operation mode of the auto insurance telephone sales channel of Henan PA Property Insurance Company.Through data analysis and comparison,the problems existing in the channel operation mode are obtained,using the survey method,returning to the channel customers,obtaining specific factors affecting customer satisfaction,analyzing customer suggestions,focusing on the details of the problems;on the basis of problem collection and data analysis,summing up the main reasons for the problems in the channel operation model,and then propose optimization strategies.The main conclusions of this study are as follows:(1)Henan PA Property Insurance Company has insufficient basic resources invested in the automobile insurance telephone sales channel,which cannot meet the customer's service demand in the county scope;(2)The company lacks training and evaluation on the telephone sales agent unreasonable,leading to misleading and exaggerated behaviors in the telephone sales,seriously affecting the customer's feelings;(3)The technology of the vehicle insurance telephone sales channel application is seriously insufficient to meet the customer's demand for Internet insurance consumption.Based on these conclusions,it is proposed to increase the channel investment resources to ensure the customer's needs for services;strengthen the training of telephone sales agents,change the evaluation of telephone sales agents,establish a telephone ban mechanism to improve customer satisfaction;and improve the level of technology application,Establish an e-commerce platform to meet customer demand for Internet consumption patterns and other countermeasures.