Increasing sales conversion for business insurance

the challenge

Making compliance more user friendly and having a natural conversation with every customer.

the results

• Increase in customer satisfaction
• Improved advisor confidence
• Underwriters improved quote to sale conversion by 40%

implementation

• Line management team were up-skilled with the new sales and coaching approach to drive a sustainable improvement in team performance
• Ideas were embedded through formal side-by-side coaching of advisors and team leaders following the initial classroom training

differentiator

• Engagement with compliance owners to ensure changes to the sales process were signed off before progressing
• Removal of traditional scripting and replacement with customer, advisor and compliant friendly call structure