Published on August 21, 2020
Tata AIG is endeavouring to enhance its customer service operations to retain customers, improve its net promoter score (NPS) and increase the share of the customer’s insurance spends. For the same, it was keen to understand the practices of Tata companies in the area of:
- Capability development of workforce
- Hiring parameters
- Technology used for NPS
- Service recovery
- Service promise
- Parameters for measurement of call centre performance
- People empowerment practices.
To support it in its endeavours, Tata Business Excellence Group facilitated best sharing sessions between Tata AIG and Indian Hotels (IHCL).
On June 15, 2020, 17 participants from Tata AIG interacted with Vijendra Singh, Associate VP - Voice and Data Services, IHCL. Mr Singh shared practices on call centre performance and technologies used for NPS. Also, Issac Jacob, Director -Business Strategy and Analytics, IHCL, shared technologies used by the company for measuring NPS.
The Tata AIG team, already working on similar initiatives, expressed a desire to continue the conversation with IHCL for further implementation.
The next day, Ian Dubier, Area Director - Hyderabad and GM - Taj Krishna Hyderabad, spoke about the customer service practices at Taj Krishna. Mr Dubier dwelt on how the company used the lockdown enforced by the government to prepare for a ‘new normal’. The Taj Krishna team initiated the following activities during the lockdown:
- Supported communities across Mumbai, Delhi and Bengaluru
- Engaged with customers
- Developed new business models and work processes
Mr Dubier also explained the concepts of service recovery, service promise and customer feedback analysis briefly.
A third session, held on July 16, 2020, saw Dr PV Ramana Murthy, Executive Vice President and Global Head - Human Resources, IHCL, sharing the practices of people empowerment for driving customer and employee centricity, with a 40-member team from Tata AIG. Dr Murthy elaborated on how the following initiatives empowered employees to deliver exceptional customer service.
- Employee induction
- Learning & Development
- Performance Management System
- Rewards & Recognitions
- Inculcating right behaviour
- 4H model of leadership
Tata AIG will be evaluating the learning gathered from the sessions and subsequently will contact IHCL for specific support.
Participant speak
The vital aspects of the interaction that we would look to emulate and replicate would be:
- Best-in-class service standards
- Deliver on customer promises with a culture of empowerment
- Perfection in everything we do
- Convey from our behaviour that we attach paramount importance to customer trust
- Strong service recovery process to retain customers and win bac