Case Analysis of CUP - Essay Example

Running Header: Case Analysis of CUP Module 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. It provides different types of insurance varying from life, health, car, education, house, and a lot more. On the other hand, being successful for several years already will never be an assurance that you will be on the same position or condition as you go along. 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 recover from the fluctuation the company had experienced. The satisfaction of the solution formulated will just be attained once the result has been seen. There will be a lot of criticisms but with thorough presentation of facts, documents, methods as well as illustration of how things will be working, there is no doubt that positive results will be attained. In the case of CUP, they have been hesitant to have the CCC because of some issues regarding the unemployment or decrease in the task of their agents and might create confusion to the customers. This is just one possible negative result but there are so many positive and satisfactory results that can be expected from such solution. Since the firm is composed of so many employees with specific duties, there are a lot of people to be considered before taking any action. And as far as the creation of CCC is concerned, it is needed for the improvement of the service of the insurance company. It is necessary that telephone operators of CUP’s CCC are approachable and friendly so that customers would be happy to talk with them and not hesitant. Having this reinforcement, the processing would be faster and the work would be of lesser error. Another is that majority of the issues and complains of the customers would be settled immediately. One of the reasons why customers leave is that agents are unavailable to entertain them and CCC is a great help. References: There’s no need of references because it is a case study Read More