Improve online conversions
How we do it
From day one, HGS refreshed training for a more robust focus on insurance products, as well as more sales-assertive scripting. Agent training increasingly focused on customer objection handling, with continual refreshers. Agent tracking was standardized to include performance benchmarking on opportunity, leads, follow-ups, and conversion, with an incentive plan to support success. We implemented our proprietary PACT analysis (focusing on process-, agent-, customer perception- and technology-related issues) to ensure sharing of poor call resolution feedback with all the associates to improve NPS® scores.
Additionally, HGS sought more involvement from the client, to ensure sharing of expertise and alignment and drive toward key objectives.
Today HGS’s efforts have made a direct contribution to revenue generation for this client partner, with a 181% year-over-year improvement in assisted buying online. Additionally, our CSAT has recently increased from 84% to 90%. Agent engagement is at an all-time high, with attrition improving to below 8%. Finally, HGS has twice in recent years earned the highest of accolades as a showcase account. In both 2016 and 2019, HGS was chosen as the client’s preferred business outsourcing provider.