Over its 12 years of trading, First Central Group (FCG) has enjoyed fast growth and championed the use of technology & data to drive innovation so that your customers receive an experience that is both accessible and effortless.

Recognised across the industry with awards such as Insurance Times’ Top 50 brokers listing and Insurance Provider of the Year by MoneyAge for the fifth year running in 2021. It is clear that the customer experience is front and centre of your strategy, achieving the prestigious ServiceMark award. As you embark on your 5-year transformation plan, with the ambition to increase your customer base by 60% to 2 million – your CX strategy is the pivotal element in how you engage and serve customers in a relevant, cost efficient and positive manner. We have worked with First Central to understand what north stars underpin your objectives; looking to increase margin per contact by 70%, whilst ensuring a great customer experience of NPS up by 10 points.

This is against a backdrop of increased macro-economic pressure felt by all in the insurance industry. Rising inflation rates, coupled with supply chain disruption, has meant many insurers in P&C are looking at new ways of working. Tough economic climates breed innovation.

We understand that FCG experience:

• Feedback loop between Teleperformance and First Central can be challenging leading to limited understanding of agent performance (FCG monitor quality assurance through 3 calls per agent per month – no automated method)
• Reduced visibility on reasons why customers call, not enabling FCG to proactively address customer problems
• Little real-time reporting and analysis on customer sentiment; most NPS surveys include emotional response and are distorted to either high or v low scores
• Supporting customers further to increase NPS; increase first time call resolution
• Reduction of compliant and focus on creating good consumer outcomes
• Increase ease of use IVR script and ability to make changes swiftly.
• Further clarity needed on behaviours that drive revenue impacting activity; looking to increase margin per contact by 60%
• Insight into which communication channels can be automated via digital means
• Aiming to get business insights into new products launches

First Central Group highlights that at your core, you are an innovator in data. Given the full spectrum of services you provide to your customers across your subsidiaries, you have a great opportunity to unlock value from across your insurance activities. The thousands of touchpoints you have with your customers can provide a highly personalised customer experience; from taking out policies to helping manage the claims process.

We help many customers to elevate the customer experience with a 360-degree view of data; uncover valuable insights, increase personalization, and drive loyalty. The bedrock is unifying customer data across internal and external data sources to get a 360-degree view so you can create personalized experiences tailored to individual customer preferences and behaviours. Given First Central are considering leveraging full omni-channel approach to their contact centre service, we can help you to bring together your data from disparate sources to understand your customers better. Use the insights to support audience segmentation, ad targeting, and attribution or building unique customer profiles that become a single source of truth. First Central Group can integrate recommendations into websites, apps, and marketing platforms to engage and convert more customers (Amazon Personalization.) In line with First Central’s objective to increase your customer base to 2 million by 2025.