Running Header: Case Analysis of CUP Name Module Date There is no doubt that among all the types of business exist in the society, insurance companies are one of the successful ones. CUP being one of the most successful insurance providers in Europe has experienced how it is like to be in the pedestal for several years…
CUP experienced a downfall when many of its clients or customers cancelled and ended their contract with the company. There are so many grounds of such action of the customers. Some of the are not being happy or contented with the agent, not pleased with the service, sluggish processing of documents, etc, Why clients are not happy? It is because they were not able to acquire the service that they are looking for the insurance company. The agents have limited information some product lines expect from the product line he or she is endorsing. Since the agents are managed by the same company, the clients are likely to ask information about the other product lines or in some cases; some of this clients have existing contracts with the other product lines of the company. There is indeed a great increase in the number of clients that the agents acquire every month but there are also a lot of clients that leave the company. The company has long been ignorant of this until such time that they can already feel the pain of the result. There has been a lot of solution that has been suggested by the Department Heads, Branch Managers and other people that are expected to be directly concerned with the issue. As an advisor to Derrick Westmuller, I would gladly advice him to use the CCC or Customer Care Center. A company won’t be able to function once the flow of the customer is not good. So it is just to protect the interest, satisfaction and happiness of the customer. With this great idea, many issues will be settled and would be very helpful for the company. Though at the start, this may be tough for every branch to adopt with, the expected result is very profitable for them. In fact there will be less work for the agent and the name of company will receive good feed backs. Remember that it is not the name of the Manager, members of the board or the agents, names that are on stake but the name of the company. It is true that most clients inquire on the same issues commonly normal issues. The price or fee that people pay in acquiring contacts from the insurance company is already expected or predicted but certain matters like not being contented with the service given by the agent and not giving immediate action to complains are very critical for the company. There may be a lot of negative speculations that may come from other employees of the firm but the focus must still be in the whole company and for its good. It may be that it can create undesirable misunderstanding between the duties of the agents and the call center employees if there would be specification of work. The agents will still do the task of talking to the clients and the CCC employees are just their reinforcement in certain circumstances. There are cases that agents won’t be available to answer queries of their customer thus the duty of a CCC employee is needed. It was agreed that as a start, the CCC employees will just have to deal with the general and simple questions coming from customers but as time go by, the duties of the employees will involve more than that. In order to know how successful the method or strategy used; there should be something to use to measure it. The use of a balanced measurement system or balanced scorecard is needed. This is a system developed to have the illustration of how will the process go and what are things involved. Below is a balanced score card to be used to measure the success of CCC being the best solution formulated to help CUP ...
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