AXA Equitable Cynthia Bush National Operations Center Contact Center.

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Presentation transcript:

AXA Equitable Cynthia Bush National Operations Center Contact Center

About AXA Equitable What we do: AXA Equitable Life Insurance Company provides life insurance and annuity products and services for the financial services market Kind of calls we take: We have 3 different business units operating at one site. eService – Technical Web support for customers and financial planners New Business – new policy sales support for financial planners In Force – policy service support for customers and financial planners. Our Contact Center: 110 agents, 1 site NICE Solutions used: This Site: NICE Perform R2(?) with Coaching, Audio Analytics,

2. Quality Monitoring to Ensure both Optimal Business Results and Customer Satisfaction 4. Gap Analysis between actual Business Results & Quality Monitoring trends 1. Mastering Service Excellence & Ongoing Continuing Education 3. Individual Coaching & Feedback based on Quality Monitoring and Dalbar results Solid Foundation

Right people/right place/right time Team Organization  6 teams grouped by start time or function, organized in a POD  Teams sizes range from  Team structure :. SERVICE SPECIALIST: Technical Specialist Exceptions/Hand holding Escalated calls MANAGER: Overall CSR development and performance Personnel matters COACH: Random QA Training/Concurrence Quick coaching

3 pronged approach Enterprise Level  Identify greatest areas of opportunity at the enterprise level  Targeted training/coaching Team Level  Identify greatest areas of opportunity at the team level  Quality Champions (CSR’s) on each team work with Manager & Coach to develop team meeting content/contest/activities to address deficiencies  Reinforce training/coaching Personal Level  Manager coach monthly to trends in QA  “Quick Coaching” is conducted by Quality Coaches if score is under 82%

Quality Monitoring IN-FORCE IN-FORCE Mar-07 Apr-07 May-07 June-07 July-07 Aug-07 Sept-07 Oct-07 Nov-07 Dec-07 Quality Scores: Reports Sample Monthly

Measure of Success Six Sigma Score: total opportunities vs. defects Overall Agent Quality Average Return work Items – cases returned due to CSR error Quality Attribute Trending Dalbar – External Quality Service Customer Satisfaction Surveys – surveys mailed to every evaluated customer call.

Sample of Trending Report

Linking of Data Best Results are achieved when you can successfully link all of your feedback lines to attributes on your QA form. Example: Accurately Create Work Returned Work Items Customer Survey Question: “The service I requested to processed accurately” Dalbar: Accommodation of Rep

Thank you for listening