Sydney, Australia (PressExposure) November 10, 2008 -- AAMI's strong focus on customer service was rewarded when the company received the 'Best Call Centre' award at the sixth annual Australian Banking and Finance Magazine Insurance Awards.
As one of Australia's largest and most successful insurers, providing car, home, travel and compulsory third party (CTP insurance) personal injury insurance, AAMI has approximately 3.1 million policyholders. However, despite its size, AAMI deals directly with its customers selling insurance policies by telephone, via its retail branch and customer service centre network and via the AAMI website.
Staff in AAMI's call centres answer more than six million calls every year, with each call answered by a person - there is no use of pushbutton menus or voice recognition programs.
And having the phone answered by a real person doesn't go unnoticed by AAMI customers. The company employs various measures to monitor and evaluate its call centre service and in the past three years, AAMI has consistently achieved total satisfaction levels greater than 90 per cent.
More than nine in 10 people who telephoned the AAMI switchboard (93 per cent) rated it at least 'quite good', with four in 10 overall (44 per cent) deeming it excellent.
In addition, AAMI customers who telephoned the company were asked to provide a customer-relations rating of the post-sales consultant who handled their query. Almost all (96 per cent) rated their consultant positively, with just over half (52 per cent) deeming them excellent and a further third (36 per cent) rating them very good.
AAMI also upholds a strong commitment to accessibility with decision-makers available 24-hours a day, seven days a week. AAMI also provides a free and accessible internal telephone interpreter service in almost 30 languages.
These attributes were considered by a panel of industry experts in determining AAMI as the winner of the 'Best Call Centre' award in the Australian Banking and Finance Magazine Insurance Magazine Insurance Awards.
AAMI Executive General Manager Anthony Durakovic extended his congratulations to AAMI's call centre staff across the country. "While everyone at AAMI recognises the great work that you do, and the value that you provide to the organisation, it is fantastic that your efforts have been recognised by our peers and our customers," Anthony said.