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Annual Performance Review 2011: Strategies for Improved Customer Service and Sales

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This report provides a comprehensive overview of our performance in 2011, focusing on policy administration and strategic challenges faced, including orphan policies, suspension cases, and after-sale service deficiencies. It outlines initiatives aimed at enhancing customer service through new policy introductions, VIP programs, and the establishment of collector teams to improve engagement. With an emphasis on expanding our service capabilities and promoting a customer-centric approach, the strategic goals set to boost our market presence and sales are also highlighted.

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Annual Performance Review 2011: Strategies for Improved Customer Service and Sales

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  1. Annual Report, 2011 POLICY ADMIN

  2. PERFORMANCE REVIEW OF 2011

  3. Yearly Performance

  4. Yearly Administration figure

  5. Branch Comprehensive Index 2011

  6. PROJECTS DONE OF 2011

  7. Challenge & Strategy 1.Agent intension 2. PFYP Orientation Bad 3.Habit of Prem paid 4. Sales area Expand 4. Challenge • Orphan Policy • Suspension Case • After-sale service cannot reach. 20% 60 day grace P Rate14% Surrender…

  8. Strategy New Policy for Service Right Enhance Customer Service Strength Admin. Ability • VIP Program • NewVNPT channel • A team to Look after Orphan & Suspension • Give motive for Better Service • On- Line Training • Insurance Pro. Exam Q2&Q4

  9. Strengthen Collector Team The Power for better after-sale service New What can collector team do for customers? Collect premium Take Care Orphan Policy Reinstatement New New Promotion Introduction Product Consult New

  10. High Premium VIP Program ME service in Luxury Hospital 3 years+ acc. Prem 150M Diamond 500K 2 years+ acc. Prem 100M coupon 500k Ruby 1 years+ acc. Prem 50M Sapphire coupon 200k

  11. 50M 50M 50M ME checking conditions 2009 2010 2011 Example: Free Health Checking *1 Ruby Sapphire Diamond Qualified 1 Qualified 2 Qualified 3

  12. Create VNPT Prem. Collection Channel Collector Agent Customer 1.Expand service time: 12Hr / day 2.Just show your ID of policy number only 3. Free Service! 2012 20% 2000 VNPT Points for Cathy 1.Save Petrol and Time 2.Complete collection task easier 1.Advertise company image 2.Expand business with good after-sale service 2011/12 7.3% (660M) Facility Safe Free

  13. VNPT Promotion campaign 1 22 prizes 2 3 4 5

  14. Customer satisfaction survey 3,700 SMS sent to 01/10 – 31/11/11 Birthday Customers 42% of customers are willing to use VNPT channel NO

  15. Insurance professional examinationProfession Strength of SM/BDO

  16. Plan for 2012

  17. Better Service & full support Right Service professional Agency force Distinguished Achievement Active Support Aim company sales target PA Presenter : Elaine

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