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Person to Person Quality

Insurance

Person to Person Quality designs and manages mystery shopping programs that evaluate sales and service channels of some of the largest insurance carriers in the U.S.  We have conducted hundreds of mystery shop evaluations for the following products:
 

Person to Person Quality helps clients identify major strengths and weaknesses in all of their sales and service distribution channels.  Our mystery shopping programs are enhanced with our consultants’ in-depth analysis of the shop data, providing valuable insights for insurance product managers, sales and operations managers, and market research personnel, among others.

Our mystery shopping programs help clients accomplish the following objectives:

 

·     Assess the efficiency of sales distribution channels.  Are sales leads being handled with care, directed to the right person, and followed up with in a timely manner? 

 

·     Evaluate the performance of insurance call centers on service quality, product presentation, and sales performance.  How long does it take for callers to reach a live representative?   Are telesales agents asking the right screening questions?

 

·     Measure the customer experience and satisfaction levels with both telesales and face-to-face agent interactions.  Are agents coming across as sincere and knowledgeable, or hurried and overly-aggressive?  Would the prospective customer feel comfortable referring the agent to a friend or relative?  How do customer perceptions of agents and products differ by distribution channel?   Who are the star performers in your agent network who deserve recognition?  Which agents need additional training? 

Determine agent compliance with laws, company policies, and industry best practices.   Are agents representing their employer in a positive light that protects and enhances the brand?  Will they willfully look the other way while a customer signs a spouse’s name to an application? Are they using the right collateral materials and providing accurate responses to difficult questions?   How do agents handle people who may not be eligible for the product because of pre-existing conditions, financial constraints, or bad credit scores?

 

Person to Person Quality can evaluate the performance of every distribution channel used by our clients, including the following:

 

 Contact us today for additional information.