The survey tells managers why the agent called, whether their issue was resolved, and how the call center agent performed. Confirmit enables Farmers to build an ongoing picture of how processes, teams, and individuals are performing over time. The survey has a response rate of around 17.5%, meaning that over 100 responses are received every day, each of them relating to a specific call into the call center. It also allows us to share the results of the surveys easily around the business, which was a key requirement."Īgents receive an e-mail invitation to complete a survey following an enquiry to one of the call centers. It allows us to build the surveys the way we want them to look, limited only by our imagination and skills to create. Lechner adds, "We investigated a number of options for the feedback program, and Confirmit met all our needs. Using Confirmit, Farmers deploys around 600 surveys every day a representative sample of the calls into the call centers. To achieve this, Farmers implemented a feedback program, giving agents the opportunity to comment on their most recent interaction with the center.įarmers implemented the Enterprise Feedback Management platform Confirmit to create this feedback program. Their goal was to provide exceptional customer service, and to do that, they needed to talk to the agents about their experiences. These enhanced facilities were able to improve the speed of service provided to Farmers’ agents, but Farmers wanted to do more. In 2005, Farmers began replacing the 9 service centers with 3 large, high tech, high capacity, call centers equipped with the latest CRM systems, telephony, and workforce management. We needed new facilities and infrastructure to enable us to be more responsive to our agents so they, in turn, could be more responsive to their own customers." Debra Lechner, Assistant VP of Customer Insight explains, "We were working in a world of days, rather than hours, to complete service transactions. Over time, however, the systems in place failed to keep pace with market demands. Farmers sells through 17,000 agents in 41 states who provide the "face" of Farmers for sales and service to 15 million customers.įor several decades, Farmers operated 9 service centers to handle agent enquiries, covering billing enquiries, product questions, and underwriting issues. Farmers is also an insurer of small- and medium-sized businesses and operates a large Life insurance company. Part of the Zurich Financial Services Group, the companies that comprise the Farmers Insurance Group rank as the third-largest Personal Lines property and casualty group in the United States. "Using the Confirmit platform to make agent feedback accessible across the business has enabled us to create a culture of continuous service improvement" – Debra Lechner, Assistant Vice President of Customer Insight, Farmers Insurance Group Creating a Culture of Continuous Improvement
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