The client is a global leader in the insurance industry with 40+ years of experience.
Since 2017, Foundever™ has been providing the client with specialized training to all 150 agents, developing their ability to deliver a personalized and emotional customer experience (CX) by raising their awareness and fully immersing them into our client’s corporate social responsibility program.
Goal
- Familiarize all associates with the client’s corporate social responsibility goals and convey the same message to consumers.
- Proactively promote personalized ancillary products that best fit consumers’ needs.
- Approach consumers with the appropriate emotional attitude to drive high satisfaction in each and every call.
The Foundever™ solution
- Implemented a training cycle aimed at delivering more humanized and effective customer service solutions
- Introduced a side-by-side monitoring process in order to optimize associates’ performance
- Conducted daily group training sessions for associates with the lowest performance scores to ensure their performance improved to meet operating standards
The results
%
of consumers are promoters – exceeding the client’s target by 8%
%
of consumers are satisfied – exceeding the client’s target by 5%
%