Industry: Insurance
Function: Customer Support
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| Satisfied insureds (15%)
• Answers to questions • Resolved complaints |
• No more than 1—2 justified complaints/year reach the supervisor.
• (Shared standard) 80%—90% renewed policies. • 90%—95% of surveyed customers say the: • Information they received was correct. • Technician took time to listen to them. • Technician understood their situation. • Technician didn’t transfer them more than once. • Technician got back to them as promised. |
| Satisfied agents (15%)
• Accurate point statements |
• (Shared standard.) Agents at district manager meetings say the team:
• Returns calls promptly • Does what it promised. • Gives accurate information. |
| Completed policies (15%)
• New business • Changes • Transfers |
• No more than 5—10 errors/year are spotted by insured, agent, underwriting or other team members.
• (Shared standard) No more than 1—2 times/month someone on the team gets a second call for the same issue or problem. • At least 5—26 weeks/year there are no changes more than 2 weeks old. • At least 5—26 weeks/year there is no new business more than 3 days old. |
| Solutions to money problems (10%)
• Reversals • Returned items • Collection • Overpayments |
• No more than 3—6 errors/year spotted by someone "downstream."
• No more than 1—2 complaints/year because the problem wasn’t solved or the next possible step wasn’t taken within 3 days. |
| Answers to questions (10%)
• Explanations of procedures |
• 80%—90% surveyed team members and a sample of people outside the team say:
• The Technician stops working and tries to answer the question as quickly as possible. • They don’t find out later that the answer is wrong. • If the technician doesn’t know the answer, he/she either researches the solution or directs the person to the correct source. |
| Trained and confident team members (10%) | • Trained employees have no more than a 3%—5% error rate on the jobs they’ve been trained on.
• Training is completed by the agreed-upon deadline. |
| Premium quotes (5%) | • No more than 2—3 quotes/year are found to be inaccurate at issuing. |
| Trained agents (5%) |
• Trainer was well informed. • Information was helpful. • Training allowed enough time for questions. • Trainer allowed enough time for the training. • Pertinent information was covered. • They are willing to recommend the training to someone else. |
| Backup to supervisor (5%)
• Time sheets and paychecks • Meeting attendance • Research on calls or letters |
• The supervisor is satisfied with the amount of work remaining upon returning to work.
• Team members say the team ran smoothly while the supervisor was away. • The paychecks are accurate. • Supervisor is satisfied that the meeting summary is complete and accurate. • Research is complete and understandable enough to allow the supervisor to respond to the call or letter. |
| Survey results (5%) | • Completed by the agreed-upon deadline. |
| Completed special projects (5%) | • Completed by the agreed-upon deadline.
• Quality standards to be defined at the time of the project. |
Customer Diagram: Policy Processing Technician
