iAtoday

In today’s fast-changing world, where technology makes it possible to submit many claims and complete transactions online, the quality and even excellence of the service that clients receive when interacting with our staff is critical.

We know that client satisfaction is important to you, and that’s one reason in 2023 we decided to update our Customer Service agent training program. Our simple, people-first approach propelled us to new heights in 2024, and we take pride in that achievement.

Impressive results

Updating our training approach yielded excellent results in service satisfaction, leading to an 8% improvement in our Net Promoter Score (NPS). The evidence is clear: delivering quality service that meets expectations results in client satisfaction and trust.

Another positive outcome of this new approach to our agent training is that we have reduced our turnover rate below our previous benchmarks. While the typical customer service sector turnover rate hovers around 38%¹, we are proud to report that our overall turnover rate is only 20%. Our people-focused approach fosters loyalty, with some staff choosing to stay with our company. In fact, 34% of those who leave their Customer Service roles transition to other internal positions, continuing their development within our organization.

This is a direct result of our efforts to improve Customer Service. Building on this momentum, we are confident in our ability to continue supporting organizations and their employees at every stage of their total wellbeing journey through advice and resources that best fit their needs.

¹ Call Center Agent Turnover Problem: The Great Resignation and Quiet Quitting and Top 3 Tips to Improve It, SQM Group (in English only)