Scale for Success

This client specialises in over 50’s insurance, offering a wide range of products for both UK residents and expatriates alike.

Industry Challenge: In today’s highly regulated insurance market, very little differentiates one insurance carrier from another. It has also never been easier for customers to research, compare and switch insurance providers. What’s more, given the very complex nature of insurance for the over 50’s, there’s a higher demand for customer support. Providing excellent customer service has become a way for insurance providers to remain competitive.

Client Challenge: The client required a partner that could help them with a scalable solution to assist in managing seasonal customer demands. The quality of the service was paramount to attract new customers and win repeat business from existing customers. A partner was needed that could help grow revenue in their business through cross and up-sell opportunities. Finally, they required a partner that could assist with their web-drop queries by following up with customers who shopped online but didn’t complete their purchase.

The client had four clear objectives:

1. Increase their Trustpilot Score
2. Implement a scalable resourcing solution to support seasonal peaks in customer demand.
3. Deliver a sales performance on or above in-house levels at reduced cost.
4. Maximise sales opportunity from web drop-offs.

We worked with the client to re-design the advisor training material to secure high standards of operational outcomes; this included incorporating a live customer simulation process. We then designed and implemented a complete technical, IT and telephony solution to suit their needs. We introduced a bespoke online scripting system using our in-house technology, including call disposition data for target-based coaching purposes and customer call back management, fully complying with PCI regulations. Next we implemented the Treating Customers Fairly operating standards – supported by our internal, independent compliance function – to ensure that the best standards were met.

We then put our efforts into reducing costs through average handling time focus to maximise call handling capability and revenue amount. We deployed the Kura Sales Operating Model, which focuses on high levels of support and coaching for front-line advisers, delivering on target sales performance. We also introduced an outbound solution to drive revenue from web-drop customers, utilising Kura’s in-house dialler solution to maximise productivity. We put a process in place to contact all web-drop contacts within one hour (previously the client had done so within one day) to engage with potential customers while purchasing insurance was still at the forefront of their minds. From initial meeting to go-live, the full implementation took just three weeks!

The client has seen many benefits since implementing our services. They now have a flexible partner, providing resourcing solutions to fit their seasonal demands. We provide multi-skilled people on both inbound and outbound lines that can flex to phone and web traffic to suit demands. They also now have a disaster recovery solution in place and have seen improved compliance metrics. We’ve helped to reduce operational costs; have provided insights and customer feedback on competitor products and have helped the client to attain an industry-leading customer satisfaction score, supporting repeat business and business growth objectives.