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Case Studies - Royal & Sun Alliance	Home > Media > Case Studies


		Background

One of largest insurance groups in Europe
Corporate partner division where policies are issued and handled on behalf of other financial institutions such as banks, building societies, retailers etc


		Problem

In most cases respond to policy holders by phone and post
Help-line and postal workload covered by same staff
Time critical profile for phone calls (% must be answered within a certain number of seconds to meet performance criteria)
Postal work specifies response within 3 days


		Outcome

Attendance patterns developed for staff that define core shifts

Commitment to match performance criteria

Staff agree on a daily basis their start and finish times so that they fit with the work requirement


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