Renewal Business & Persistency Achievement
Drive renewal premium collection and persistency targets through effective outbound and inbound calling campaigns.- Monitor daily, weekly and monthly renewal performance against targets.
- Execute focused interventions on high-risk lapse and renewal-due customers to improve retention rates.
Customer Retention & Conversion Management
Improve renewal conversion rates through effective customer engagement and objection handling.
- Drive save activities for cancellation, portability and non-renewal requests.
- Track and reduce drop-offs across the renewal journey by ensuring timely follow-ups and closures.
Team Performance & Productivity Management
Monitor productivity metrics such as calls per FTE, talk time, conversion rates and follow-up effectiveness.- Conduct daily performance reviews and coaching sessions.
- Ensure optimal workforce utilization and achievement of team productivity benchmarks.
Operational Excellence & SLA Management
Ensure adherence to service levels, call handling standards and turnaround timelines.- Monitor queue management, call distribution and workload balancing.
- Optimize operational efficiency without compromising customer experience.
People Development & Engagement
Coach and develop team members through regular feedback, call calibrations and training interventions.- Identify skill gaps and implement capability-building initiatives.
- Drive employee engagement, motivation and retention within the team.
