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Case Studies - Royal & Sun Alliance
  • One of largest insurance groups in Europe
  • Corporate partner division where policies are issued and handled on behalf of other financial institutions such as banks, building societies, retailers etc
  • In most cases respond to policy holders by phone and post
  • Help-line and postal workload covered by same staff
  • Time critical profile for phone calls (% must be answered within a certain number of seconds to meet performance criteria)
  • Postal work specifies response within 3 days
  • Attendance patterns developed for staff that define core shifts
  • Commitment to match performance criteria
  • Staff agree on a daily basis their start and finish times so that they fit with the work requirement
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