Allianz Insurance
In seeking to understand how we could grow our business through brokers, research clearly told us that brokers wanted us to demonstrate a better understanding of their business and to build stronger relationships with them. This required us to change the focus of our Broker Service Centre and to develop our people to behave in a way that delivered more individual experiences to brokers.
We engaged Cape Consulting to help us on this important transformation. Their Experience Audit identified the behavioural ‘gap’ between the experience we were delivering and where we needed to be; and, their broker research fleshed out what brokers really wanted when they spoke to us. This showed our frontline people just how key their behaviour was to the broker and, more importantly, it facilitated a shift in their mind-set. The behavioural change programme that we implemented was underpinned by our Broker Experience Model – ‘Their Business: Our Focus’ – which Cape helped us to create. This Model became the cornerstone of the programme and of our ongoing call quality assessment and continuous staff development.
For Allianz, Net Promoter Score® (NPS) – that is, customers’ preparedness to recommend - is a key performance indicator. This programme has directly contributed to our NPS improvement of 20 points over the past 18 months. And this has happened at a time when we have reduced our staffing numbers and contained our average handling time. We might reasonably have expected our call lengths to increase as we delivered more ‘individual’ experiences but this hasn’t been the case: staff now use the time on the phone more effectively - delivering greater value to the broker and to Allianz. The comments from our brokers speak for themselves:
“When you ring Allianz it doesn’t matter who you speak to, everyone is friendly and will go out of their way to help”
“I am very happy with Broker Service and their constant, happy, helpful attitudes. They are knowledgeable and always do their best to solve the issue there and then.”
Cape’s style of intervention has ensured that our people feel engaged and committed to the new way of working; our operational management have been fully supported so that the Broker Model and how it is managed and measured is now business as usual; I am convinced that this has created a differentiated service that brokers value.
Jon Dye, General Manager, Retail, Allianz Insurance
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