You are Jane a call centre manager for an insurance company, MCI Insurance Ltd. MCI Insurance has been operating for over 15 years. MCI Insurance specialises in car, households, and contents insurance. MCI Insurance's customer base is predominantly retail. There are three people in your team. Your call centre operators who work under you are Jandip and Nayne. The hours of the call centre are Monday to Friday 8am-5pm. All three of you work those hours.

Some of the tasks that the call centre operators perform include:

• Complaint handling and new sales via email and telephone calls
• Various insurance quotes and comparisons
• Online chat requests for various reasons
• Online dashboard tasks sent through as a ticket for various reasons
• Insurance cancellations

Your daily tasks include:

• Escalation of calls including abusive customers
• Monitoring of call statistics
• Listening to calls of staff and providing feedback
• Daily reporting to management
• Various administration tasks such as updating the procedures manual

Due to budget constraints there is currently a staff freeze and a freeze on overtime hours.

Your team is currently experiencing a deluge of calls, especially those related to premium reductions due to the current recession.

If the calls are not answered by the team in a timely manner there may be loss of potential new customers and complaints. It may also lead to customer churn.

Excerpt of MCI Insurance Ltd policy and procedures for call centre operators:

• Call centre open Monday to Friday 8am-5pm.
• Online chat requests to be answered within 24 hours
• Customer enquiries by email to be acknowledged within 24 hours (business days)
• Telephone calls to be answered within 1 minute during business hours
• Always be 'customer centric' in your approach to customers
• Online dashboard tasks to be responded to within 24 hours
• If a new sale is made the terms and conditions must be read out and agreed to in a recording

Legislation and codes of practice that must be followed by staff:

• Competition and consumer Act 2010
• Corporations Act 2011
• Insurance Contracts Act 1984
• The privacy Act 1988
• General Insurance code of practice 2020

A large part of your daily workload is call monitoring. Lately when you have listened to the calls of both Nayne and Jandip you have noticed that they have been a little pushy on the phone with customers with regards to signing them up for new sales. Also, on some occasions Nayne and Jandip have not confirmed the identity of the caller.

Your task is to hold a meeting with Jandip and Nayne. You must discuss the issues facing the team and come up with a daily plan using the current resources available. Part of your team discussion may include upward delegation (you may need to perform some of Jandip's and Nayne's) of tasks. Using a collaborative approach, you must come up with a plan of daily activities for yourself and your team members.

Using the General Insurance code of Practice 2020 you are required to explain to your staff why the staff cannot use pressure tactics on the customers whilst on the phone to them. You must also address the issue of privacy with respect to the importance of confirming the customer's details.

Your role play should be approximately 15 minutes in duration. Your role play can be uploaded as an audio file attachment. You must also complete the daily task listing and upload the file as an attachment. Please see the roleplay checklist below which is a guide for the assessor when marking this task.

Prior to conducting the role play you are required to research the above relevant legislation and write  a script (plan for the conversation).

MCI Insurance LTD call Centre - daily task listing

Task                          Time                              Person Responsible