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Internet killing the Insurance Contact Centres
The insurance industry reached its peak size - 250,000 people employed directly in insurance and pensions - in 1991 when the then new-fangled direct insurers hit their stride and the public abandoned the high-street broker to buy their cover via contact centres.
Since then, however, insurance employment figures have been falling steadily, dropping to 230,000 in 1999, 225,000 just a year later and 208,000 by 2004 as the popularity of buying insurance via a contact centre evolved into buying online - a sales operation that requires far fewer staff.
Insurance is being sold over the internet by new companies with little more than a single office and a few phones. Swiftcover.com, the first entirely internet-based insurer, has sold more than 100,000 policies in its first year of operation but has fewer than 100 staff.
Swiftcover.com expects to never employ more than 250 people.
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19th September 2006 |
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