Not only for this excellent performance but also for service indicators such as connection to tellers, attitudes of tellers and business handling capacity, AZLK’s Call Center has been selected as Korea’s best call center in 2011 by Korea Productivity Agency (KPA), an organization designated by the Korean government to support productivity improvements across the country’s economy.
Allianz Life Korea's Call Center awarded
Mr. Cheong Mun-Kuk, President and CEO of Allianz Korea Life said: "We are committed to developing our call center as an important interface with our customers and sales partners. We are delighted that our efforts for pursuing operational efficiency and customer satisfaction have been recognized with this Award by Korea Productivity Agency."
Continue to serve customers better
AZLK's call center is the company's main customer service channel handling 1.92 million inbound calls last year. Currently 121 staff, including 8 supervisors, is working in the center. Their tasks are as diverse as product explanation, policy loan and disbursement tasks including claims. Recently new services have also been added to support sales activities. As COO Dr. Oliver Liebig points out: "Lead generation, surrender prevention and recruiting support can even be performed by call center tellers. Our results in 2011 show a strong contribution to overall customer orientation." In addition, an internal customer service line was put in place as a service to bundle inquiries from sales staff and to increase the quality of policy service.
In addition to serving its existing 1.2 million policy holders as well as potential customers, AZLK’s call center also provides services, such as information query, policy verification, to its 6,500 tied agents across more than 300 sales offices throughout Korea, the 8th largest life insurance market in the world.
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