Confirmit Farmers Case Study

Posted: 07/20/2009

Farmers Insurance is the third largest writer of both private passenger automobile and homeowner insurance in the United States. Farmers operates in 41 states and provides insurance products to more than 15 million customers.

Farmers relies on its cadre of more than 17,000 agents for its products, serving as the first line of involvement with its customers. Three high-performance call centers handle roughly 2,000 inbound calls from the insurance agents each day. Call center representatives are responsible for handling questions regarding products and services. A few years ago, Farmers established a business objective of providing increasingly stellar call center service to the agents.

Confirmit customer feedback software powers Web-based surveys that query Farmers’ agents regarding call center performance, including call quality, accuracy and problem resolution. Each day Famers queries a sampling of roughly 600 agents, requesting feedback on the agents’ recent interaction with the call center.

In addition to meeting the intended objective of improved customer service for the 17,000 agents, Farmers attributes a number of additional positive outcomes to the surveying program:

Three new offices opened within the last two years, which changed workflow in a number of unexpected ways. The daily agent survey program allowed Farmers to quickly identify and solve the issues.

Survey results illustrate key issues that drive agent satisfaction. These issues can be monitored and modified as necessary.

Low-score alerts notify key staff of any extremely low scores so actions can be taken immediately to remedy the situation and prevent subsequent problems. Managers use high-score alerts to congratulate and reward high performers.

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Posted: 07/20/2009

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