Retention Consultant at Telesure Investment Holdings (TIH)

Description

• Cancellations Expected Behaviour: Policies originally saved/reinstated are review either 3 or 6 months later to determine ratio no longer active compared to original save/reinstated number Talk Time Expected Behaviour: Time spend talking to customers SQA Average Expected Behaviour: Voice/ EQM - QA call evaluations results & improvements.
• Results of quality assessments that measure the implementation of initiatives.
• Following processes and procedures implemented to improve client experience.
• Using every telephonic opportunity to wow the client. Average of QA Score Personal Development Plan Team Expected Behaviour: Accountability for development.
• Training intervention attendance.
• Application of training, initiatives and process changes.
• Taking career development and performance management seriously (look for ways to improve competence/results.
• Setting of own goals and working towards them.
• Continuous and constant improvement.
• Individual Performance Target Expected Behaviour: A target is determined in each month and the indiviudal's results are shown as a ratio to performance target Values Integration Expected Behaviour: Number of behaviours identified according to Values metric Training and Development Expected Behaviour: Pass rate of staff on monthly assessments

Requirements

• Attached on MCI