“Due to Davies, we are now aware of our key areas for improvement. That in turn is providing a catalyst for targeted coaching in our contact centre, as well as informing full team training.”
“Davies’ input is influencing our overall direction. They defined the analytical terms, executed the analysis and produced clear reports that help us make decisions.”
With over 26 million customers and US $860 billion of assets under management, Manulife is one of the world’s largest financial services providers. It operates under its own brand name in Canada and parts of Asia, and under the John Hancock brand in the US, offering insurance and a range of wealth management services Manulife’s contact centres are a key part of its frontline service, managing thousands of calls every day.
Our client asked us to assist them with developing clarity around the calls they were receiving and how they were dealt with.
Over a six week period, our team analysed more than 2.1 million calls, classifying them into different categories and subcategories. In addition to looking at what triggered the call, Davies focused on the nature of the call was it something that customer service advisers could add value to, or could it be dealt with more efficiently via other channels.
The results of our analysis highlighted that a large volume of our clients’ calls came from customers needing to reset their password. This was taking up employees’ time for a very simple task and was and unpleasant experience for customers. We recommended that our client improved their customer experience by allowing customers to reset their passwords in a different way. This would allow advisers to focus on more complex enquiries.
Our expertise and resources provided Manulife with detailed insight into their call handling. Our insights offered a level of detail that instantly outlined key performance indicators.
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