Insurance Training Landscape

Enhancing Soft-Spoken Skills for Insurance Professionals Through eLearning

eLearning For A Globalized Insurance Training Landscape

eLearning For A Globalized Insurance Training Landscape

Description

  • Managing extensive and lengthy training modules.
  • Balancing technical accuracy while simplifying complex concepts.
  • Delivering a comprehensive course within a tight three-month timeline.
  • Ensuring cost-effectiveness without compromising educational value.

A leading Indian insurance company sought to refine the soft-spoken communication skills of their customer service team, aiming to boost client satisfaction and trust. They introduced an eLearning program targeting empathetic, consistent, and clear communication, particularly for sensitive conversations like claims. The program included real-time feedback, role-playing scenarios, and de-escalation techniques. Post-implementation, the company achieved a 30% boost in empathy, a 15% rise in customer satisfaction, and a 20% reduction in call escalations​

The Client

Our client, a leading insurance company in India, has been at the forefront of providing a wide range of insurance products and services to millions of customers. With a strong focus on customer satisfaction, they have a dedicated team of customer service representatives who handle client interactions daily. However, they recognized the need to improve the soft-spoken communication skills of their employees to enhance client engagement and trust.

• Leveraged Rapid eLearning solutions to address cost-effectiveness and engagement.

• Broke down lengthy modules into smaller, digestible chunks to enhance the learning experience.

• Adopted a dual methodology of agile and waterfall.

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