ING Australia Limited is one of Australia’s leading fund managers, life insurers and superannuation providers with over $30 billion in assets under management. ING Australia is a joint venture between the global ING Group, which owns 51%, and one of Australias major banks, ANZ, which owns 49%.
ING Australia were looking to improve their performance as a call centre. ING have over 200 agents supporting all customers and advisors for both the ANZ and ING Superannuation and Insurance product portfolios.
ING identified Knowledge Management as a key enabler of improvement for quality customer service, operating efficiency, and consistency in the delivery of knowledge to their people and customers.
After viewing a demonstration of the livepro® Knowledge Delivery System, ING decided to engage IMC Communications to perform a review of their call centre operations with a specific focus on the existing information communications methods, various sources of knowledge and the processes supporting the delivery of information to their call centre agents.
It became clear that there were opportunities to realise the benefits that a Knowledge Management strategy can deliver. ING formally invited a number of specialist solution providers to tender proposals in response to their requirements.
After a thorough evaluation process was performed, the livepro® Knowledge Delivery System was chosen as the best solution for their needs. The following quotes are made by Tina Dougherty, the ING Head of the National Contact Centre.
Click here to read a testimonial from Tina Dougherty, National Contact Centre Manager, ING Australia
