Cover Desk
Customer Experience and Contact Center
Cover Desk is a specialized virtual assistant company that provides customer experience and contact center services for the insurance industry, known for its dedicated, industry-focused virtual assistants.
Size
51-200
Private
Mission
To help independent insurance agencies grow, thrive, and innovate in the modern insurance landscape.
About
Cover Desk offers customer experience and contact center services along with dedicated insurance virtual assistants for clients in the insurance industry. The company operates using a hybrid onshore/offshore model and supports independent insurance agencies and MGAs across North America.
It is recognized for its personalized service and rigorous training of virtual assistants, ensuring they are well-prepared to meet the specific needs of insurance agencies.
Services
Cover Desk provides customer experience and contact center services, supported by dedicated insurance virtual assistants and specialized software support. These services cover inbound customer support, outbound telesales, technical support, and claims processing, tailored to support the operational needs of insurance agencies.
Capabilities
Inbound Customer Support
Outbound Telesales & Retention
Technical Support (Tier 1/2)
Claims Processing
Industries Served
The company serves clients in the insurance industry. It has experience supporting independent insurance agencies and Managing General Agents (MGAs) with services aligned to industry-specific requirements and technology platforms such as Vertafore products.
Unique Stregths
Cover Desk is known for its personal and industry-focused approach, offering clients dedicated partners rather than just outsourced workers. Its approach includes a rigorous selection process and intensive training for virtual assistants, which helps deliver consistency and quality at scale.
Delivery Footprint
Headquartered in Austin, Texas, the company operates using a hybrid onshore/offshore delivery model. It serves clients across North America, with teams primarily working remotely from the Philippines and Mexico, depending on client needs.
Certifications
No items found.
Verticals
Insurance
Clients
No items found.
What's the main service provided by
Cover Desk
?
Cover Desk specializes in delivering exceptional customer experience and contact center services, primarily focusing on the insurance industry. Their offerings include inbound customer support, outbound telesales and retention efforts, technical support at both Tier 1 and Tier 2 levels, and claims processing. This comprehensive range of services is designed to meet the diverse operational needs of independent insurance agencies and Managing General Agents (MGAs).
What additional services does
Cover Desk
provide?
When was
Cover Desk
founded?
Cover Desk was established in 2018, making it a relatively young player in the BPO sector. As of 2024, the company has been in business for approximately six years, during which it has carved out a niche in providing tailored customer support solutions specifically for the insurance industry.
What industry verticals does
Cover Desk
serve?
Cover Desk focuses specifically on the insurance industry, serving clients that include independent insurance agencies and Managing General Agents (MGAs). This targeted industry expertise allows the company to deliver specialized services that align with the unique requirements of insurance professionals.
What delivery model does
Cover Desk
offer?
Cover Desk employs a hybrid delivery model that combines onshore, offshore, and nearshore resources. This means that the company is able to leverage local talent in the United States while also utilizing remote teams in locations like the Philippines and Mexico. This approach not only enhances flexibility but also allows for cost-effective service delivery tailored to client needs across North America.
How many employees and/or seats does
Cover Desk
have?
Cover Desk has a workforce that ranges between 51 to 200 employees. This size allows the company to maintain a level of agility and personalized service while also being capable of scaling operations to meet varying client demands.
Can
Cover Desk
be considered a good service provider for startups?
Can
Cover Desk
be considered a good service provider for SMBs?
Cover Desk is well-positioned to support small and medium businesses, particularly in the insurance sector. With its focused service offerings and hybrid delivery model, the company can provide tailored solutions that help SMBs grow and enhance their customer engagement without the overhead of large-scale operations. Their personalized approach ensures that smaller clients receive dedicated attention and service that aligns with their specific needs.
Can
Cover Desk
be considered a good service provider for enterprises?
Cover Desk's capabilities make it a strong contender for serving enterprises and larger companies, particularly those in the insurance industry. The company's rigorous selection process and extensive training for virtual assistants ensure high-quality service delivery. Additionally, its hybrid delivery model allows for scalable solutions that can meet the complex demands of larger organizations, making it a reliable partner for enterprises looking to enhance their customer experience.
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