Insurance Client - Customer Retention

Customers looking to cancel their policy were being processed as cancellations by customer services with no option to save the customer by understanding the reasons they wanted to cancel. For customers who simply cancelled their payment method, or their payment was rejected, customers were not being contacted to understand why they were no longer paying their premiums.

• Review the proposed process provided by the client in order to identify opportunities for improvement.
• Built 2 bespoke call flows to support both inbound and outbound calls.
• Upskilled a team of our existing advisors to ensure customers received the highest level of service.
• Analysis completed post launch to assess impact of initial script and processes.
• Updated the call flows to incorporate the ability to amend a policy for the customer to avoid unnecessary call hand offs.