Optimisation review, balanced scrorecard development change program support
AMI Insurance operate two call centres in Christchurch and Auckland, as well as call taking to branches. Over time the scope and especially the scale of the operation had changed significantly, and as a result the previous technology and management processes were not keeping pace with the required customer experience.
Voco:
- Conducted an optimisation review that assessed performance against business objectives and quantified changes required in process, people and technology
- Developed and implemented a balanced scorecard in support of an ongoing change program
- Developed and implemented improved workforce management processes built around an improved understanding of the underlying disciplines, as a precursor to eventual installation of a specialist product.
AMI achieved significant and sustainable improvements in productivity and customer service as a result.
