Case Studies

Case Studies

When Performance is Everything

Combined Insurance Case Study

Combined Insurance

Combined Insurance appointed Douglas Stafford in 2008. The task was to assess the customer handling skills and adherence to both the company’s sales process and FSA regulations of the inbound call centre. To achieve this, dummy personal accident and healthcare policy holders were created and uploaded onto Combined’s customer management system. Our Telephone Mystery Shoppers then assumed the fictitious policy holders’ identity to ensure real life credibility and maximum value from the programme.

Douglas Stafford have been able to adapt and understand our business, building an intuitive Mystery Caller Programme. This helps us monitor the performance of our customer service team.

Tim Thirlway
Research & Development Manager

Informed training and development

The programme evaluated the customer services team a minimum of three times over the year. The results were then used to help devise the personal training and development of the individual customer services' advisers, improving their customer handling skills and safeguarding against mis-selling and the potential breaking of FSA regulations. The programme has proved to be invaluable to the company. As a result, it has been rolled into 2009 and a continuous assessment plan has now been put in place.