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 Australia’s major banks, ANZ, which owns 49%.
ING Australia was 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 the Head of the National Contact Centre, Tina Dougherty.
- I now see the livepro®concept as mandatory for any contact centre
- Since implementation our AHT is down by 21% and content load is only 60% complete
- We have saved 72 seconds per call x 1,200,000 contacts p.a. That’s a saving of 24,000 hrs in lost productivity
- Our induction preparation time has more than halved
- Our agents are handling enquiries after 3 weeks induction instead of 5 weeks
- We have better staff engagement, they now trust the source
- We are more organised in getting info out
- We have a better understanding of what’s happening in the business
- Multiple announcements go out daily and acknowledgement tracked
- We are providing a higher quality service, with higher quality output
- We are now proactive rather than reactive
- With the feedback function our agents see change in 24 hrs not months… it helps our staff take ownership. They feel empowered to change their own environment which improves the place and the service
- The reports help with compliance… we can now track whether announcements are read or not… we can see what people are accessing… we can manage KPI’s
- We use livepro® as a differentiator when selling our products
Tina Dougherty
National Contact Centre Manager
ING Australia
ATA Contact Centre Manager of the Year NSW 2006
ATA Contact Centre of the Year NSW 2007
