Talkdesk：2024美国保险行业呼叫中心发展概况报告（英文版）

The after-effects of the economic downturn hit the wider financial sector especially hard, with the number of insurance contact centers contracting as cost-cutting forced closures and consolidation across the wider finance industry. However, the number of agent positions continued to grow throughout the 2010s as customer demand for service was still present, and alternate self-service and digital channels were still undeveloped and relatively unsuited to the insurance business, so live agent