Success story: Quality customer service



The company

Largest European insurance group and one of the largest insurance and financial service providers in the world. With over 2,200 employees and 3.7 million customers. The products and services offered by the company range from the personal and family area to the field of business.

The challenge

  • The aim was to improve customer service by standardizing processes and increasing service quality.

The solution

  • To improve the quality of service offered, we reviewed the established processes and circuits, defining action models for each branch.
  • We also homogenized middle manager skills and management criteria in order to have the same measurable objectives for all platforms.
  • With these changes we managed to increase the service level from 75% to 89%, suitable for the influx of calls over time.