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Analysis of Call Handling Procedure Analysis of Call Handling Procedure

of RENT GUARDof RENT GUARD

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ObjectivesObjectives

This presentation will investigate the This presentation will investigate the following:following:

The Presentation of RLAThe Presentation of RLA Current Call handling processCurrent Call handling process

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RENT GUARD and RLARENT GUARD and RLA

Our analysis shows RENT Guard are providing:Our analysis shows RENT Guard are providing:

Excellent level of customer service as many customers Excellent level of customer service as many customers are regularly leaving satisfied. are regularly leaving satisfied.

A good level of rapport building with the membersA good level of rapport building with the members Good advice is provided to members.Good advice is provided to members.

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Observations Observations

After analysis of RENT Guards calls we have identified the After analysis of RENT Guards calls we have identified the following:following:

The RLA brand could be represented better to the members and the agent The RLA brand could be represented better to the members and the agent could benefit from training and development of RLA products and service.could benefit from training and development of RLA products and service.

Many of our RLA members are unaware of whom they have come through Many of our RLA members are unaware of whom they have come through to when calling the number on the RLA website. to when calling the number on the RLA website.

There is no set structure in place to control the call and many calls don’t There is no set structure in place to control the call and many calls don’t result in a quote or sale when member calls in. result in a quote or sale when member calls in.

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Issues to addressIssues to address

Current Call handling processCurrent Call handling process Knowledge of RLA products and servicesKnowledge of RLA products and services Benefits of being an RLA member and taking a product with one of Benefits of being an RLA member and taking a product with one of

their service providerstheir service providers Reference and Quotations process Reference and Quotations process

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Call Handling ProcessCall Handling Process

The problems in the current call handling process isThe problems in the current call handling process is::

No RLA GreetingNo RLA Greeting Customer not regularly asked if they are a member or notCustomer not regularly asked if they are a member or not Membership number not asked regularlyMembership number not asked regularly Long call durationsLong call durations Continuous transfer of call to different teamsContinuous transfer of call to different teams Quotation regularly sent via email and not over the phoneQuotation regularly sent via email and not over the phone No real push for saleNo real push for sale

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ExampleExampleHere is a example of how calls are currently being handled.Here is a example of how calls are currently being handled.

Example of correct procedure unstructured callsExample of correct procedure unstructured calls https://https://secure.filesanywhere.com/fs/v.aspx?vsecure.filesanywhere.com/fs/v.aspx?v=8a6d63885f6072ac73a3=8a6d63885f6072ac73a3 https://secure.filesanywhere.com/fs/v.aspx?v=8a6d63885f60737cb49ahttps://secure.filesanywhere.com/fs/v.aspx?v=8a6d63885f60737cb49a https://secure.filesanywhere.com/fs/v.aspx?v=8a6d63885f6074a56c9chttps://secure.filesanywhere.com/fs/v.aspx?v=8a6d63885f6074a56c9c

Example of good customer serviceExample of good customer service https://secure.filesanywhere.com/fs/v.aspx?v=8a6d63885f6076b5a3achttps://secure.filesanywhere.com/fs/v.aspx?v=8a6d63885f6076b5a3ac https://secure.filesanywhere.com/fs/v.aspx?v=8a6d63885f616daca8https://secure.filesanywhere.com/fs/v.aspx?v=8a6d63885f616daca8

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Key Development AreasKey Development Areas

Training and development will be required in the following areas:Training and development will be required in the following areas:

RLA products and servicesRLA products and services Call handling processCall handling process Benefits of being an RLA member and undertaking business with Benefits of being an RLA member and undertaking business with

you compared to a non memberyou compared to a non member

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PropositionProposition

Proposed new call handling process:Proposed new call handling process:

RLA call greeting (e.g. RLA call greeting (e.g. Hello RLA insurance, john speaking can I Hello RLA insurance, john speaking can I take your membership number please?take your membership number please?))

Membership number asked and takenMembership number asked and taken If not member explain how they could benefit from joining.If not member explain how they could benefit from joining.

Security question (e.g. Confirm surname or post code)Security question (e.g. Confirm surname or post code) Find out what the customer is after (i.e. enquiry or quote)Find out what the customer is after (i.e. enquiry or quote)

If enquiry answer appropriately and offer a quick quoteIf enquiry answer appropriately and offer a quick quote If a quote gather required information to generate quick quote.If a quote gather required information to generate quick quote.

Provide quote over the phone and push for sale and explain benefit Provide quote over the phone and push for sale and explain benefit of taking purchasing as an RLA member.of taking purchasing as an RLA member.

Provide reference number at then end of the call and provide a valid Provide reference number at then end of the call and provide a valid reason why you need to call them back e.g. we will try and get a reason why you need to call them back e.g. we will try and get a cheaper quote by talking to out underwriters cheaper quote by talking to out underwriters

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ConclusionConclusion

In conclusion the RENT Guard should provide a tailored service to In conclusion the RENT Guard should provide a tailored service to our RLA members to indicate they are getting special value for their our RLA members to indicate they are getting special value for their money. To overcome the confusion RLA members are currently money. To overcome the confusion RLA members are currently experiencing I suggest a set RLA call handling procedure should be experiencing I suggest a set RLA call handling procedure should be implemented to rectify the issue and represent a clear image of the implemented to rectify the issue and represent a clear image of the

RLA brand.RLA brand.