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Case Study
Industry BFSI (Banking)
Category Sales
Product Counselor
Business Issue
A major financial services company set an ambitious goal for its call centers to increase revenue by 30%. Reaching this goal meant focusing all levels of call center staff on managing and improving the customer experience as a key differentiator.
This was a significant challenge. The need to demonstrate technical product knowledge to combine and recombine products and services while dealing with a variety of caller types—independent agents, brokers, associates—with a variety of needs has made the customer service role increasingly stressful and complex. The increasing call volume and the high stakes involved with each call added to the challenge.
Solution Summary
Many calls that come in represent a significant risk of lost business. The organization estimated that at least 50% of the customers who are irate or dissatisfied decide to cancel their business, meaning several hundred thousand dollars in policies are at risk each day. Call center associates needed to convert these unhappy callers into satisfied ones with greater consistency.
Wilson Learning worked closely with the organization to address its unique call center environment. Using their unique terms and issues made the program immediately relevant and useful.
The core of the solution was Signature Service: The Key to Customer Satisfaction™, a highly interactive program. It reframes the customer service role as critical to the business and provides tools for maintaining a positive, professional attitude despite pressure and stress. It equips participants with the skills to convert irate or insistent customers to a state of satisfaction.
Outcomes
The daily number of customers expressing satisfaction increased by over 5 per associate per day.
Call center associates converted 3.99 more callers per day.
Reduction in the significant potential loss of a year in cancelled policies.
Behaviors that showed the greatest level of change:-
The participants were able to:
- remain calm and empathetic even with insistent or irate callers, turning tense situations into constructive conversations
- observe, offering actionable options and solutions rather than reacting defensively, helping callers feel heard and understood.
- increase confidence in customer interactions and the quality of their negotiations
I was able to use the skills I learned from Signature Service to make an insistent caller a comfortable caller.
