ASSA is an insurance agency with more 40 years of history and 10 offices throughout Spain, which is now owned by the French multinational AXA, one of the leaders in the industry with over 100 million customers in 57 countries and nearly 163,000 employees. Nowadays the insurance industry in Spain is facing relevant changes fostered by online providers having lower fixed costs and doing aggressive offers. As part of AXA, the agency ASSA is a good test and innovation playground before they launch them to other agents and distributors around the country.
To adapt to the changing environment ASSA wanted to create a call center and telemarketing department to manage a significant volume of customers. The company thought to move technical administrative staff, most of them with more than 30 years in the company, to this new unit. The unit, technologies and processes needed to be created from scratch. That meant not only people were changing their role but they need to learn new sales, customer relationship and communication skills in a very short space of time.
Working closely with ASSA’s project manager and in coordination with technology suppliers we proposed a 3 months facilitation. We invited to some team members with relevant knowledge to join the first sessions to help define this new call center processes and its CRM’s structure. This Golden Workers had become ambassadors of change. The second phase consisted of change management using the organisations leadership culture survey TLC® to raise team’s awareness about its potential to increase its effectiveness, the next step in the process consisted of new skills workshops. During the new unit launching phase we facilitated individual and group coaching.