Allianz Global Assistance - Customer Service Department of the Year
Company: Allianz Global Assistance, Richmond, VA
Company Description: Allianz Global Assistance is a worldwide provider of travel insurance and assistance with offices in 34 countries and is owned by Allianz, one of the world’s largest financial service companies. In the U.S., the company insures 21 million customers annually and employs more than 600 associates in its Richmond, VA headquarters. Our mission is in our motto: How Can We Help?
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Financial Services - 100 or More Employees
Nomination Title: Allianz Global Assistance
Tell the story about what this nominated department achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Allianz Global Assistance (AGA) is the worldwide leader in travel insurance and global assistance services. We consistently provide immediate assistance to our customers 24/7 365 days/year.
In 2017, we won the prestigious Temkin Group Award for Customer Experience Excellence. Temkin Group recognized us for our innovative program that maps and reviews our customers’ journey to improve the processes that impact customers.
Why We’re Different
We have a customer-centric culture. We consistently deliver on high expectations for exemplary customer service through rigorous quality assurance, flawless assistance and seamless execution. We are also focused on continuous process improvement and are dedicated to maintaining an agile environment.
AGA has a robust telephony and customer service technology platform that provides our contact center staff with immediate access to our customer’s records. We do not outsource calls to anyone outside the Allianz group. It is our preference to oversee the recruiting, hiring and training processes to uphold our high standard of service.
We regularly leverage the expertise of our workforce management and human resources teams to train and manage our staff to meet the highest levels of customer satisfaction. In addition, we provide our customers with a robust self-service platform that enables customers to complete many tasks from the convenience of their desktop or mobile device. We also support customer service through email and social media channels and we successfully manage more than 1,000 customer inquiries per month from Facebook, Twitter and other platforms.
“Voice of Customer” Measurement
We use sophisticated tools to measure and track customer experience. Among those tools is a continuous Voice of Customer (VoC) program that provides real-time research and actionable insights on customer pain points, preferences and market opportunities. The goal of our Voice of Customer program is to constantly gauge our success and find innovative ways to improve what we do.
In order to better understand our customers’ preferences, we survey more than 20,000 customers each week and obtain insights using Qualtrics, a leading software program used to measure customer satisfaction. The company also monitors phone interactions with customers through a speech analytics tool from Verint and uses the results to train frontline associates to deliver outstanding customer service.
Recruitment and Hiring
Unlike many customer service centers, our recruitment philosophy is to “hire for heart,” meaning that we put a potential associate’s dedication to helping others above other hiring considerations. We are also focused on associate training, tracking their trajectory through the company and promoting into positions of increased responsibility. In fact, three former front-line customer service associates are currently senior executives in Operations and Sales.
We continuously strive to maintain an engaged and dedicated workforce. Our customer service team currently has an associate engagement score of 87%, which is particularly high for a call center environment. Forty percent of our associates participate in ongoing mentoring and cross-training opportunities. We have created new, more flexible “work from home” and “flexible scheduling” opportunities for increased job satisfaction. We are also focused on associate wellness and offer stand up desks, yoga balls and ergonomic chairs.
Recently we rolled out precision routing for calls. Precision call routing optimizes the way calls are routed to ensure that they are answered by the most appropriate person for each call.
Our Stunning Results
Our latest customer surveys show a year to date customer satisfaction level of 96%, which is extremely high and nearly perfect. Our Net Promoter Score (NPS) of +77 is virtually unheard of in the insurance industry where the average NPS score is + 51. By comparison, Iphones, which are highly valued by consumers, have an NPS of + 55.
Our company culture is squarely focused on leading the financial services industry in the quality of our contact center operations and the satisfaction of our customers. A combination of an engaged workforce, advanced technology and enhanced training help us to meet that goal every day.