FINANCIAL SERVICES (INSURANCE)
A major general insurance organisation whose call centre handled 20,000 calls each week from customers who wanted to query, amend or cancel their home insurance policy. 200 full time equivalents (FTE) were employed to handle this demand, with staff split across three sites, two in the UK and one in India.
Many of the calls received were to correct mistakes made during earlier processes and, as a result, the level of complaints was high. The call abandonment rate was also excessive and peak times seemed unmanageable, often with many customers waiting for their calls to be answered. This caused panic amongst local managers who would instruct staff to take messages from customers in order for them to be called back, a practice that compounded their problems.
A deep understanding of Lean Service techniques was used by Reinvigoration to fully diagnose and understand the problem at hand, before working towards the solutions.
The approach taken drove significant improvements including:
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