Future Generali India Insurance Company Ltd - Customer Service Department of the Year

Company: Future Generali India Insurance Company Ltd., Mumbai, India
Company Description: Future Generali India Insurance is a JV between the Future Group: Game-changers in Indian Retail & Generali Group: Renowned 187 year old Insurer. As a second-generation player in our 12th year, we have 125+ offices, 1.5+ million customers, AUM worth Rs. 3,198 crore & settle 210K claims per year. Customers & partners alike recognize us for customer-centricity & fairness in claim-settlement.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Financial Services - Up to 100 Employees

Nomination Title: Future Generali India Insurance Company Ltd.

A team shouldn’t worry if its customers talk too much, it should worry when they stop. This simple yet thought-provoking sentence aptly sums up our success-mantra at Future Generali. We place customers at the heart of everything we do by listening to their feedback and bringing about structural-improvements in our processes. We present to you our department’s success story that paved the way for impeccable customer-satisfaction in 2021.

The Background

We measure customer-satisfaction through the Net Promoter Score (NPS). While NPS Score is the ultimate customer satisfaction index, we even analyze our NPS driver-scores. The onset of 2021 saw the team reflecting on its last year’s NPS performance. We realized that we had to bring about a transformational-change in our approach, if we were to effect a considerable impact in 2021.

The Challenges

While our department’s NPS score in AY2019 had jumped to 58.4 from 48.5 in AY2018, it continued to remain at 57.4 in AY2020. In other words, our NPS scores and NPS driver-scores for AY 2020 over AY2019 had remained similar, compared to the incremental improvement of AY2019 over AY2018.

Work-from-home operations and sudden spike in call-volumes in 2020 had contributed to the following concerns:
Employee-engagement took a hit. Team-members felt disconnected during our virtual trainings.
We could not bring about system-enhancements to better customer-experience.
Call-connectivity was not as seamless as it used to be in office.

Trainings were disjointed and not NPS-focused.

Our agents resorted to using technical-jargons on calls, which made the customers feel alien.

We Transform

Some of the compelling initiatives we undertook in our Department were:

Employee Engagement – We realized that even before our Processes, our People needed a pit-stop. We relaunched our employee-engagement program ‘Dhuandhar Shukravar 2.0’ albeit in a new avatar. To cater to our 80+ team strength, we created 4 different programs each containing 3 different activities. Our program began with a performance from a team member, followed by the three engagement activities. These performances included dancing, singing, stand-up act, poetry recitation, andso on. Some of our activities included Tambola, Quiz, Bollywood Evening, Treasure Hunt, etc.

Results – We received a thunderous response.
95% of participants recommended these programs to their colleagues.
97% of participants enjoyed these sessions to the fullest.
98 % of participants were extremely likely to attend the next sessions.

Focussed-Trainings & Process-Improvements – Having analyzed the customer pain-points from 2020, we introduced focussed-training on some of the select topics that were affecting NPS scores. We even brought about process improvements.

Policy-Renewal Related Trainings – Our team-members had lost touch in handling customers’ renewal-premium-related objections and concerns. We trained all our agents on policy renewal handling skills through case studies and mock calls, every fortnight.
B1 Training on Talking Simple – We covered all our Customer Service employees on the B1 training. Through these fortnightly training, we revised our talking scripts, email scripts and taught all 21 B1-rules to keep conversations simple. Our NPS responses improved considerably thereafter.

c. System-Improvements – In 2020, vehicle-inspection cases required customers to book an appointment with a vehicle-examiner who inspected customer’s vehicle in person. We broke through this conventional approach and offered customers a tool through which they could inspect their vehicles themselves. Not only did this help us save time but our customers loved it to.

Results

At the Department Level
Our NPS in 2021 soared to 71.4% from just 57.5% in 2020
We received 20.3% responses in 2021 compared to just 14% in 2020
Our First-Call-Resolution % improved to 85.6 in 2021 compared to 81.9% in 2020
All our NPS driver-scores also showed an upward trend in 2021 compared to 2020

At the Impacting Call-Category Level
Renewal call category saw its NPS move to +27% in 2021 from -22 in 2020.
Renewal premium break-up cases saw its NPS soar to +57% in 2021 from -14 in 2020.
Through simple language trainings, NPS for queries on policy cancellation and policy clarifications which remained at -11% and 11% in 2020, leaped to +22.6% and +51% in 2021 respectively.
While our NPS for vehicle-inspection requests remained 0% in 2020, it soared to 61% in 2021.