New York Life Taiwan

Need:

NYLITC's service center generated numerous customer complaints, as it was staffed by customer service representatives (CSRs) who were categorized by function and were trained only to address questions related to their functional areas. In addition, the organizational culture was not a service culture.

Solution:

NYLITC selected DDI to help transition to a customer service culture and provide the CSRs with the skills necessary to support it. In the first phase, the CSRs went through Service Plus®. Also in the first phase, DDI helped identify and define a core value, Exceeding Customer Expectations. Based on this core value, job analyses were performed to determine the required competencies for the CSR positions. These competencies could then be integrated into the relevant HR systems, including selection, training and development, and performance management. In the second phase, a new "One Stop Service" approach was introduced, to make the service center more responsive to customer needs, and Targeted Selection® was implemented to better identify and hire CSRs.

Results:

DDI helped NYLITC provide customer service training that resulted in a 30 percent increase in performance across nine key skill areas and realize an estimated 518 percent return on investment.