- Customer Experience and Contact Centre Services
- Webhelp Payment Services
This branch of the UK Post Office provides general insurance. They offer life, travel, home and over 50s insurance with a focus on fair pricing and great customer service.
Transforming the customer experience through the design of a complete customer management solution.
There were two elements to this solution. The first was the development of a brand new Unified Agent Desktop (UAD) that would integrate all front- and back-office systems into one multichannel advisor solution. The second was implementing new systems and processes to meet the stringent regulatory framework of the Financial Conduct Authority (FCA).
The drive to transform the customer experience for the Post Office Insurance campaign had a number of components. These were:
In order to identify the elements of customer experience that required the most work, Webhelp undertook targeted initiatives. These included:
There were some initial teething troubles: initial understatement of average handling times led to abandon rates at go-live reaching 50%.
In 2014, Webhelp successfully secured a seven-year contract with Post Office Limited® Insurance to provide customer contact services across their product portfolio. The client was looking for a strategic partner capable of transforming the customer experience through the design of a complete customer management solution encompassing a multi-channel contact centre, CRM capabilities and model office for innovation. Post Office Limited® Insurance transferred the management of its contact centre services to Webhelp, and our Insight and Operations teams took on the challenge of implementing a large-scale transformation.
The results on this campaign have been impressive, and are largely down to close collaboration between our teams and the client.
System changes have led to a range of service improvements on every call. The new system offers:
The benefits of UAD are also clear. It assists the entire set-up within our Glasgow operation, from managing advisor performance to overall service delivery by:
UAD has also fostered a complaint capture process and improved overall compliance levels across operations:
When the UAD was first launched at the outset of the campaign 54% of calls were marked as “red”. By using the system effectively we are now at 10% red against a target of 20%.
In addition to these benefits, immediate collaboration with the client and overall service efficiency brought abandonment rates down from the go-live rate of 50% to below 5%, a figure that has remained consistent ever since.
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