AAMI continues to focus on the customer

From CallCentres.net:

"AAMI's customer service was acknowledged when the company was named Best Call Centre at the recent annual Australian Banking and Finance Magazine Insurance Awards.

AAMI has approximately 3.1 million policyholders and deals directly with its customers selling insurance policies by telephone, via its retail branch and customer service centre network and via the AAMI website. Staff in AAMI's contact centres answer more than six million calls every year, with each call answered by a person - there is no use of IVR or voice recognition programs."

What an interesting business where they have similar numbers to large banks here in Australia, and yet prefer not to have an IVR. I'm actually a customer of AAMI, and whilst I dont advocate the survey of one, I've never had any issues getting to an agent quickly once being routed from a switchboard type agent.

"The company employs various measures to monitor and evaluate its call centre service and in the past three years, AAMI has consistently achieved total satisfaction levels greater than 90 per cent. "While everyone at AAMI recognises the great work that you do, and the value that you provide to the organisation, it is fantastic that your efforts have been recognised by our peers and our customers," Anthony said in congratulations to his staff."

So, there is seemingly a direct correlation between talking to human beings and not dealing with technology and customer satisfaction. Clearly AAMI have made this business case work - why cant we? If anyone has any knowledge or thoughts on AAMIs call centre management practice, please leave a comment.

Well done AAMI.