Aon

Aon handle inbound sales of travel insurance for the Post Office and we were initially contracted by the Post Office to carry out an analysis of conversational quality that they could use to try to improve Aon’s performance. Our conversation analytics programme identified a number of key changes that could be made to the call structure and call handling guidelines as well as defining those conversational attributes that were demonstrably driving higher levels of sales and customer experience.

Again in conjunction with the Post Office, we worked directly with Aon to develop and deliver the training to the agents and to develop their internal QM strategy from designing the evaluation form through sample framework design to call assessment training.

As a direct result of our intervention, Aon’s conversion rate improved from 23% to 42% and they subsequently had 8 consecutive months of record performance, culminating in a successful re-bid and retention of the Post Office contract. We have subsequently been retained by Aon to help them improve the performance of two other divisions, Group Products and Private Clients and we continue to work with them moving forward.

Aon continue to use our methodology within their contact centres and have made conversational quality a KPI for operational management. They have continued to train agents and refine conversation and now have an even higher conversion rate across all inbound calls. Since the initial intervention, they have had 33 months of consecutive improvement in conversion rates.