Esurance Acquires CCC Call Center Assets
Direct-to-consumer auto insurance marketer Esurance has bought call center assets from CCC Consumer Services Inc., a claims-processing outsourcer.Terms of the agreement, which became effective Sept. 1 but was announced yesterday, were not disclosed.
Forty-six employees from CCC Consumer Services' policy-services and loss-reporting facility in Sioux Falls, SD, will retain their jobs with Esurance.
San Francisco-based Esurance has used CCC Consumer Services for customer service and claims administration support since December 1999. CCC said in April that it would quit the outsourcing market and discussed selling its Sioux Falls call center operations to Esurance at that time.
Though outsourcing its teleservices operations made sense initially, Esurance has since grown large enough to bring its call center services inhouse, said Chris Henn, senior vice president of insurance operations for the firm. Henn said he expected the purchase to provide greater efficiency and allow Esurance direct control over its teleservices operations.
