Equity Insurance Group demonstrates agility and service excellence through quality monitoring...

Background

Equity Insurance Group is a specialist motor insurer in the UK. The group comprises: Equity Insurance Partnerships, a leading affinity provider, working with a host of leading brands such as Banco Santander, HSBC, First Direct, Renault and Honda providing motor and household insurance on behalf of its partners, Equity Red Star, the underwriting arm of the business dealing directly with brokers and Equity Claims Limited, which handles policy holder claims.

With key operating facilities in Colchester, Brentwood and Swansea, the group employs around 500 agents providing an end-to-end service dealing with insurance enquiries, sales, renewals, claims, fraud prevention and service recovery.

Solution

Equity Insurance Group always aims to meet its compliance responsibilities, whilst delivering the service standards expected by affinity partners, customers and brokers. Consequently, it has invested in a new call recording and quality monitoring system. Working with call recording specialists, Business Systems, NICE Perform Quality was identified as the solution best suited to its business needs.

Outcome

Mick Larkin, Head of Operations at EIP commented:

“With NICE Perform Quality call recording and quality monitoring, we can use the management information to drive real time changes and improvements in the business. The real time reporting focuses on individuals, teams and business areas; in the past this would typically take our quality advisor three to four days to produce, but now the information is just a few mouse clicks away. The quality monitoring reporting suite has really changed our business dynamics; we can run reports on evaluations which have been completed and identify where agents failed in a call…we can then decide if this indicates a need for refresher training, a need to revise scripts or whether a more fundamental change is required to our processes.”

There has also been a significant cultural change within the contact centre operation. With call recording and quality monitoring, Agents can take responsibility for the output of their own calls; where they believe they have excelled, they can listen to those calls and forward them to their manager or quality team, increasing their promotional chances whilst also providing a benchmark for other agents.

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