insurance division
TRANSCRIPT
INTRODUCTION VOICE BUSINESS EXPERIENCE EXPECTATIONS WHY VOICE?
INTRODUCTION.
•WHO ARE VOICE?•PHILOSOPHY•STRUCTURE•CLIENTS/PARTNERS•AWARDS & ACCREDITATIONS
INTRODUCTION VOICE BUSINESS EXPERIENCE EXPECTATIONS WHY VOICE?
VOICE.
•FORMED 2006•5 CORE DIRECTORS•400 COLLEAGUES ACROSS 2 SITES•750 CAPACITY•STAFF TURNOVER 13%pa•TRIPLE DIGIT GROWTH YEAR ON YEAR•VOICE DIVISIONS
ORGANISATIONAL STRUCTURE
INTRODUCTION VOICE BUSINESS EXPERIENCE EXPECTATIONS WHY VOICE?
VOICE CLIENTS & PARTNERS
AWARDS & ACCREDITATIONS.
•INTERNATIONAL AWARD•COMPLIANCE•PROCESS•COLLEAGUE INVESTMENT•APPRENTICES & 2ND GENERATION VOICE
INTRODUCTION WHY VOICE?VOICE BUSINESS EXPERIENCE EXPECTATIONS
VOICE BUSINESS.
•THE TEAM•CAMPAIGN ENGAGEMENT STRATEGY•CRM STRATEGY – ADDING VALUE•QUALITY CONTROL•REPORTING SUITE•TECHNOLOGY
INTRODUCTION VOICE BUSINESS EXPERIENCE EXPECTATIONS WHY VOICE?
INTRODUCTION VOICE BUSINESS EXPERIENCE EXPECTATIONS WHY VOICE?
VOICE BUSINESS TEAM.
OPERATIONS DIRECTORPAUL FLETCHER
ACCOUNT EXECUTIVES
ACCOUNT DIRECTORSIMON HUNTER
OPERATIONS MANAGERRACHEL NUNN
ASST. OPS MANAGERLAURA WALKER
TEAM LEADERJAMES SIMPSON
QUALITY CONTROLSTEVEN FOX
VOICE BUSINESS TRAINERTOM BOLLAND
THE TEAM CONTD…
•40 EXPERIENCED ACCOUNT EXECS•BRANDED & RING FENCED PER CLIENT•DEDICATED MANAGEMENT•AVERAGE AGE 30•AVERAGE LENGTH OF SERVICE 18 MONTHS•STAFF TURNOVER 3%•DEDICATED QUALITY CONTROL & TRAINING
INTRODUCTION VOICE BUSINESS EXPERIENCE EXPECTATIONS WHY VOICE?
PPROSPECT DATA LOADED INTO SYSTEM
DATA CLEASNED/RENEWAL
DATES CAPTUREDEMAIL CAPTURE
CONVERSATION WITH DECISION MAKER
APPT SECURED AGAINST CRITERIA
APPT FAILS AUDIT PROCESS
APPT PASSES AUDIT PROCESS – PASSED TO
APPT ATTENDED BY CLIENT
NO APPT SECUREDRECONTACT DATE
AGREED BASED AROUND CRITERIA
FEEDBACK SENT TO VOICE – INFO
GATHERED AS PART OF REPORTING SUITE. TRACKING QUALITY
AND LIKELYHOOD OF BUSINESS
CRM – PROSPECT RE-CONTACTED BY VOICE AS AGREED CONTACT
DATE- QUARTERLY EMAILS SENT
DOES NOT MEET CRITERIA – ANALYSIS
FORMS PART OF REPORTING SUITE
NEW BUSINESS ACQUIRED FROM % OF APPOINTMENTS. AON
TO MANAGE OPPORTUNITES OR
PASS BACK INTO CRM.
ENGAGEMENT STRATEGY.
EMAIL AND OR DM STRATEGY LAUNCHED
AROUND RENEWAL ACTIVITY
CRM STRATEGY – ADDING VALUE
•QUARTERLY EMAIL CAMPAIGNS•THE PROSPECT JOURNEY•PRODUCE CAMPAIGN ANALYTICS•CREATIVE DESIGN•TOPICS THAT ADD CREDIBILITY•TOPICS THAT ARE WELL TIMED•DELIVERS INCREASED CONVERSION
INTRODUCTION VOICE BUSINESS EXPERIENCE EXPECTATIONS WHY VOICE?
QUALITY CONTROL.
•100% AUDIT OF ALL APPOINTMENT/LEADS •FULL CALL RECORDING•CANCELLATION RATE 3%•ALL AGENTS BONUSED ON QUALITY•ALL CAMPAIGNS CRITERIA DRIVEN
-Must be with decision maker-Within a certain time of review/renewal-Premium level set (fee/brokerage)-How many brokers involved in review-Type of review conducted-Geography & Diary Management
INTRODUCTION VOICE BUSINESS EXPERIENCE EXPECTATIONS WHY VOICE?
INTRODUCTION VOICE BUSINESS EXPERIENCE EXPECTATIONS WHY VOICE?
QUALITY CONTROL PROCESS. (handout)
Agent generates Appt against
criteria
QC Listen to call, graded and fed back real time
Prospect called to verify
appointment
Confirmation Email Sent
Visit report sent to client
Client sits the appointment
Client grades appointment and returns to VOICE
Agent appraised with feedback
Feedback forms part of reporting
suite
WHY VOICE?
•THE PEOPLE•TRAINED INSURANCE DIVISION•METHODOLGY•COMMUNICATION•ROBUST QUALITY CONTROL•RESULTS DRIVEN PRICING•FSA AUTHORISED & REGULATED
INTRODUCTION VOICE BUSINESS EXPERIENCE EXPECTATIONS WHY VOICE?