In the nine years since its inception, Euler Hermes’ UK Customer Line has dealt with more than half a million calls and a quarter of a million emails – with an average 22 second wait time to speak to an advisor and an email turnaround of less than a day.
Starting life as a team of four (Nick, Sophie, Sue and Tina), the Customer Line has grown to a staff of 11, with three of the original members still part of the team, sharing their expertise with customers, partners and new team members.
Growing the team and responding to the changing needs of customers and partners, the Customer Line’s focus remains that of being the ‘voice of the customer’ by making the customer experience as effortless and positive as possible.
Putting the customer first
We’re proud of our consistently high Net Promoter Scores (NPS), which demonstrate that our customer-first goal is being achieved. In the last seven months we have received a 4.51/5.00 Star Rating for Satisfaction and 8.58/10 score for Recommendation.
We strive to answer as many of the questions raised by policy holders and brokers as possible, at the first point of contact, in order to improve the customer experience and enable our colleagues around the business to focus on pro-active work.
To date we have been able to resolve 82% of all queries at first point of contact.
Our highest first contact resolution areas are:
- Limit applications and enquiries
- Credit and grade decision explanations
- Buyer administration updates
- Questions on invoices and statements
- Turnover declarations and Premium queries
- Mid-term amendments
- Adding/removing contacts to receive relevant communications and access
Claims & Collections
- Providing updates on open claims and collections cases
- Creating new user access
- Trouble shooting technical problems