IAG (NRMA Insurance) Case Study

Customer 

NRMA Insurance is the leading brand of motor and home insurance in Australia, with literally millions of policy holders and brand recognition second to none. It is part of IAG, the biggest General Insurer in the ANZ region.

Situation

• The NRMA has a large number of staff devoted to helping their customers. In particular, they have hundreds of people working in call centres ready to assist customers over the phone
• Call Centres are notorious for high staff turnover – even though NRMA staff turnover levels were more than acceptable by industry standards there was the opportunity to improve customer care further by reducing the staff turnover to very low levels. 

Task

• Human Chemistry’s involvement was to carry out comprehensive profiling of the broad range of customer consultant roles
• Human Chemistry determined what capabilities and attributes customer consultant’s must have in order to be both successful and to want to remain in the role 
• Based on this information, Human Chemistry advised NRMA on a new selection methodology that would assess for these criteria. This selection methodology was duly implemented.

Outcome

“Human Chemistry’s involvement directly assisted us to reduce turnover to 8% per annum amongst the new Consultant intake – an absolutely outstanding outcome”.

Craig Williams, Head of Workforce Planning