00:00 - 00:03 | By changing our focus from sales to the customer journey |
00:04 - 00:05 | We are higher than some competitors for customer experience |
00:05 - 00:07 | such as AXA and Saga |
00:08 - 00:12 | We are pushing further up the customer experience graph |
00:12 - 00:15 | but we're still a bit behind AVIVA for the customer experience |
00:17 - 00:19 | Don't worry about AVIVA |
00:19 - 00:21 | At least we're hitting all our sales targets |
00:24 - 00:26 | eh Davie |
00:27 - 00:28 | our sales... |
00:31 - 00:33 | We're no hitting our renewal sales target |
00:34 - 00:36 | JIC is below target and MLP is fucked |
00:53 - 00:58 | Everyone who said from the start that we should bundle in sales calls can leave |
01:13 - 01:15 | Are you taking the fucking piss? |
01:15 - 01:17 | It's 4 fucking products rolled into one |
01:18 - 01:23 | And we're still below target? It should be a piece of piss to sell |
01:25 - 01:28 | I take it they are blaming it on the amount of home calls they get? |
01:29 - 01:31 | And what about MLP? |
01:31 - 01:34 | That should be a doddle as well |
01:34 - 01:37 | Every cunt and their dug goes for it |
01:37 - 01:40 | I've even got it on my policy for fuck sake |
01:40 - 01:42 | Staff are saying it's because of low morale |
01:42 - 01:46 | Bollocks! Have you no seen the new pin it on the reindeer incentive? |
01:46 - 01:48 | It's no bad but they need more than that |
01:48 - 01:52 | Don't give me that pish, Yasser was at that for ages |
01:53 - 01:54 | It's a fuckin belter! |
01:56 - 01:57 | It's excuse after excuse |
01:57 - 02:00 | There's even the advent prizes so don't give me yer pish |
02:00 - 02:03 | about there being low morale for staff |
02:04 - 02:08 | How hard is it to overcome objections for fuck sake? |
02:08 - 02:13 | What's it gonna take for us to hit target? More coaching for fuck sake? |
02:14 - 02:16 | The people coaching haven't taken a call in their life |
02:17 - 02:21 | We might as well just do another love2shop voucher incentive |
02:27 - 02:29 | Maybe it's the amount of car calls they get |
02:30 - 02:34 | Maybe we should amend the call settings again |
02:34 - 02:36 | Give them more home calls or something |
02:41 - 02:42 | That should work |
02:43 - 02:47 | That way when they convert a car call their average sales will go up |
02:48 - 02:53 | I just dunno if I can be arsed with them moaning about the call settings though |
02:54 - 02:56 | I hear about it every day fuck sake |
02:56 - 02:59 | I keep telling them it's been fine from the 1st December |
03:00 - 03:02 | I get the feeling they don't believe me though |
03:04 - 03:07 | Don't worry, all the right calls are going to the right people |
03:14 - 03:16 | I knew we shouldn't do this customer journey pish |
03:19 - 03:23 | I telt that cunt Vann right from the start, it should be sales focus only |
03:25 - 03:26 | Would he listen? |
03:31 - 03:33 | Would he fuck listen |
03:40 - 03:46 | Now what we trying to do to get revenue? Travel fuckin Insurance |
03:46 - 03:49 | Don't get me the wrong the Ski package sounds quite good |
03:53 - 03:56 | But the whole package is too fuckin dear. |