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Case Study
Major car insurance company was losing customers at an unacceptable rate.
Critical Business Issue
The Call Centre Director was failing to achieve his goals in staff retention, which resulted in bad service to the customers and a subsequent loss of customers.
Reason
It had become impossible to retain adequate levels of trained staff on the telephones - customers were asking questions to which the agents could not adequately respond.
This was leading to dissatisfied customers who were taking their business elsewhere.
We found the main reason for this was the current business processes had not evolved with the growth of the business. People Management, Review and Measurement facilities
had also suffered with the huge growth of the insurance business and as a consequence attrition rates were high.
Vision
The client was looking for a way in which they could retain their staff long enough for them to become effective on the phones, so that they could deliver a high quality
experience to the customer, and stay with them as a supplier for their services.
Provided
We provided a thorough review of their people management methodology, including Call Measurement and Quality Monitoring, Review, Reward and Appraisal systems. This was
carried out across the entire Call Centre operation of 50 seats. Business processes were reviewed and, where appropriate, recommendations made.
People Management, motivation and appraisal processes were altered to enhance the motivation of the staff and improve the service provided to the customers.
The changes were monitored by CCA over a three month period and the results provided to the Board to see and approve any further minor adjustments that were necessary
to achieve their goals.
Result
- Attrition prior to the exercise was 20% over the year. Following the exercise this reduced to 6%
- Customer retention was improved as was customer satisfaction.
- Significant cost savings were realised from the reduced need to recruit and train new staff.
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