Our £300m partnership with Zurich to provide open book life and pensions administration services is the largest in the UK. We were appointed to improve service quality and cut operating costs over multiple sites, delivering customer servicing, policy administration, and new business and claims activities for Zurich’s 2.8m UK open book life and pensions customers.
1,200 staff transferred
In March 2006, just a month after we took over, Zurich’s Cheltenham and Swindon customer contact centres were both meeting or exceeding the contract key performance targets. Call abandonment was down from 11.6% to 2.3%, while competency and performance was up to 99%. Two years on, call abandonment is just 1.8%.
Focus on staff communication
The key to success: a carefully managed transition with emphasis on staff communication. Recognising the importance of the operation’s 1,200 people, we worked with them to earn Investors in People accreditation – an achievement shared by everyone involved in November 2007. The Zurich Custom Contact Centre was also named Customer Service Contact Centre of the Year (up to 100 seats) at the 2007 National Customer Service Awards.