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  1. Surveys
  2. 2005
  3. June
  4. C
  5. Customer Contact Centre
0%
 
 
Dear Colleagues:



You are invited to participate in our survey for the Customer Contact Centre. In this survey, respondents will be asked to complete a survey that asks questions about Policy, Claims, Sales and other general services which are or can be provided by the Customer Contact Centre.



Please note following definitions used for this survey :

Customer Contact Centre refers to Call Centre and Customer Service Centre.

Call Centre services refers to all services provided to customers on the phone (both inbound and outbound).

Customer Service Centre services refer to all services provided to walk-in customers.


Your participation in this study is completely voluntary. We understand there are some questions which may not be relevant to you but we will be grateful if you can try to answer as many questions as possible.


Your survey responses will be stricly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential. If you have questions at any time about the survey or the procedures, please contact me at the email address specified below.


Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
 
 
In your opinion, which of the following services can be provided by the Call Centre?
Yes No Currently being provided
a. Attend to application for new policy and renewals
b. Handle confirmation of policy details (i.e. Sum Insured, NCD, Premium)
c. Provide quotes to customers from SmartLink for SMART products
d. Underwrite and approve applications/renewals for simple products
e. Update client information database
 
 
 
Besides the above, what other policy-related services do you think can be provided by the call centre?
   
 
 
 
Based on your opinion in Q1 & Q2, do you think we should use internal resources in the company or to outsource to a third party the services we provide at the Call Centre?
Use internal staff Outsource
 
 
In your opinion, which of the following services can be provided by the Customer Service Centre?
Yes No Currently being provided
Attend to application for new policy and renewals
Handle confirmation of policy details (i.e. Sum Insured, NCD, Premium)
Issue cover notes and motor certificates
Provide quotes to customers from SmartLink for SMART products
Underwrite and approve applications/renewals for simple products
Update client information database
Issue endorsements
 
 
 
Besides the above, what other policy-related services can be provided by the customer service centre?
   
 
 

Based on your opinion in Q4 & Q5, do you think we should use internal resources in the company or to outsource to a third party the services we provide at the Customer Service Centre?
Use internal staff Outsource
 
 
In your opinion, which of the following general services can be provided by the Call Centre?

Yes No Currently being provided
Provide product and general information
Handle 24/7 emergency calls
Handle enquiries from intermediaries
Handle complaints
 
 
In your opinion, which of the following general services can be provided by the Customer Service Centre?

Yes No Currently being provided
Provide product and general information
Handle enquiries from intermediaries
Handle complaints
Collect payment for road tax (may be country specific)
 
 

Yes No Currently being provided
In your opinion, should a queue system (numbered tickets) be used in the Customer Service Centre?
 
 
 
What do you think are the problems which the staff are currently facing when providing Call Centre services?
   
 
 
 
What do you think are the areas of improvement required at the Call Centre?
   
 
 
 
What do you think are the problems which the staff are currently facing when providing Customer Service Centre services?
   
 
 
 
What do you think are the areas of improvement required at the Customer Service Centre?
   
 
 

Do you think it is feasible to have one call centre in each country or to have a regional call centre?
Local Regional
 
 
Do you think it is feasible to decentralise the following at the branch level or to centralise them at only one location in the country?
Centralise Decentralise N.A.
Call Centre
Customer Service Centre
 
 
Customer Retention
Business Units (ie Retail, Health, Commercial, D&M) Customer Service Centre Call Centre Local SPO Team Others We do not provide this service currently
Which department currently sends out "Renewal Notices"?
Which department currently sends our "Reminders" for policies that have not been renewed?
Which department currently does telephone call follow-ups for renewal?
 
 
Customer Acquisition
Business Units (ie Retail, Health, Commercial, D&M) Customer Service Centre Call Centre Outsourced to external parties Others We do not provide this service currently
Which department currently handles inbound enquiries on products and services?

Which department currently sends out brochures, information etc to customer who request?

Which department currently follow up on the inbound enquiries received?

Which department currently does cold calls to potential databases?

Which department currently does outbound sales call to our existing direct clients to cross-sell/up-sell our products?
 
Please contact [email protected] if you have any questions regarding this survey.
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