Turn-Around Time
Expected Behaviour: E-mails responded to within the communicated TAT
Absenteeism
Expected Behaviour: Each 3 month rolling period will have the absenteeism average determined by taking the total absenteeism days and dividing it by 3
Hold and Transfer Metrics
Expected Behaviour: Average time clients are placed on hold during a voice interaction.
Workload Contribution and Delivery
Expected Behaviour: Percentage of total interactions – Calls and emails
SQA
Expected Behaviour: Quality evaluations conducted on staff-customer interactions
Voice/ EQM – QA call evaluations results & improvements. Results of quality assessments that measure the implementation of initiatives. Following processes and procedures implemented to improve client experience. Using every telephonic opportunity to wow the client. Average of QA Score
We Hear You
Expected Behaviour: Customer sentiment feedback surveys
Customer Interaction surveys, we measure the responses received from customer where they rate the service provided by Retention consultant
Adherence
Expected Behaviour: As per WFM schedule published and adherence thereof
The WFM report will be used to track True Adherence to schedule
Personal Development Plan Implementation (Own)
Expected Behaviour: Individual taking ownership for their development as per defined template Accountability for development. Training interve
ntion attendance. Application of training, initiatives and process changes. Taking career development and performance management seriously (look for ways to improve competence/results. Setting of own goals and working towards them. Continuous and constant improvement.
Assessments
Expected Behaviour: Product knowledge
Results from Training dept.
JOB PURPOSE
Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.
RESPONSIBILITIES
Customer Management (External and Internal)
Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.
Customer Needs & Analysis Ask questions and probe for clarity to gathers relevant information to assist in resolving customer