Autoservicio 1.0
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Transcript of Autoservicio 1.0
Optimizing Self-service in Insurance
9th January 2013
Eliminate before automating
• Customers don’t want “service”. They want products that work first time;
• 20-30% of contact centre work with customers is unnecessary, caused by different parts of the company itself;
• Radically reducing “contacts per order” positions the company to provide service to other operators and achieve scale economies.
Source: The Best Service is No Service
Process for optimizing self-service
Challenge customer demand for service
Eliminate dumb
contacts
Create engaging self-
service
Be proactive
Make it really easy to contact your
company
Listen and act
Deliver great service
experiences
Own the actions across the company
Source: The Best Service is No Service
Steps to implement self-service
1. Introduce a “killer metric” e.g. Calls abandoned, Average Speed of Answer (monthly, daily), Grade of Service;
2. Re-classify customer contacts reasons
3. Change reporting
4. Assign executive responsibility
5. Change the management process
Source: The Best Service is No Service
Example: Insurance service contacts
0
5
10
15
20
25
30
35
40
Top contact categories
Reason %
I’d like to make a claim 34.0
What’s happening? 20.4
I need to update the claim 6.6
Can you explain? 6.0
What’s the procedure? 5.5
How do I claim? 5.4
Can you help me with my claim? 2.7
Are repairs authorised? 2.2
Can I pay my excess? 2.1
Have you received? 2.0
I have received 1.6
Why haven’t you paid me? 1.6
What is my excess? 1.5
Who is going to be my repairer? 1.3
Has Policy Holder lodged a claim? 1.2
“Can you explain”
represents 29% of contact reasons
Source: The Best Service is No Service
Example: Insurance contact outcomes
0
10
20
30
40
50
60
70
80
No Yes
Call resolution As a % of all calls (1159)
0
5
10
15
20
25
30
35
40
Claim awaitsaction bymember
Claim awaitsaction bycompany
Action byClaims
Management
Action by … Information notentered
Reasons for Non-Resolution of Calls
64.5% of all non-resolved work within management control
Source: The Best Service is No Service
Example: Insurance value matrix
Simplify 12.9% • Can you explain? • How do I claim? • Has PH lodged a claim? • You haven’t paid me
enough
Leverage 4.0% • What’s my excess? • Not happy with repairs • Am I liable? • Why was my claim
rejected/declined?
Eliminate 30.1% • What’s happening? • Are repairs authorised? • Have you received? • I’ve received letter/SMS • Why haven’t you paid? • What do I need to send?
Automate/Migrate 53.0% • I’d like to make a claim • I need to update claim • What’s the procedure? • Can you help my claim? • Can I pay my excess? • Can I have details for?
Co
mp
any
pe
rsp
ecti
ve
Client perspective
Low
val
ue
H
igh
val
ue
Low value High value
Source: The Best Service is No Service