Liverpool Victoria Improves Customer Service and System Adoption with SupportPoint

About Liverpool Victoria

Liverpool Victoria is the UK’s largest friendly society; managing more than £8 billion in assets on behalf of its members and customers. Liverpool Victoria offer a broad range of products and services including: savings, investments, life insurance, home and motor insurance, banking and financial advice.

Business Objectives

Liverpool Victoria’s initial business objective was to improve customer service levels in its contact centre.  Prior to implementing SupportPoint, customer service agents had to search through a myriad of documents on the intranet to find the information they needed to respond to customer queries.  But with SupportPoint, the number of mouse clicks an agent had to make to find the information they needed was reduced from dozens down to and average of 3-4.  This provided a significant reduction in call handling times as well as improving the accuracy of responses given to customers.

Benefits

The claims department immediately took advantage of SupportPoint to deliver complex policy and business rule information to its employees as well as to help them use internal IT applications. Not only did this improve call handling times and adoption of business systems, it also took a lot of pressure off agents.

Before SupportPoint, agents constantly had to stay up to date with changes in products and processes as well as remember how to use a host of IT applications. With SupportPoint in place, agents always have fast access to up to date information. Agents are therefore less reliant on their memory and under less pressure to stay on top of a large and constantly changing body of knowledge. This in turn helps Liverpool Victoria address its agent turnover issues.

The sales department also had success in providing product and policy information to its telesales agents.  These agents are constantly asked to provide very specific insurance policy details to potential customers. With SupportPoint at hand, the telesales team was more confident and better able to respond to detailed questions from prospective customers, thereby improving their overall sales effectiveness.

Future Plans

Buoyed by its early success, Liverpool Victoria is planning to roll SupportPoint out to the rest of the organization.  For example, SupportPoint will be used to deliver HR and company policy information across the organization. In addition, the content within the SupportPoint system is being constantly expanded to cover additional IT applications and new business lines.