Finance and Insurance

Finance & Insurance Overview

High standards of customer communications and service are essential in selling Finance and Insurance products. Through Douglas Stafford's Telephone and On-Site Face to Face Mystery Shopping, you can assess your team’s performance, wherever and whenever they are involved in contact with your customers.

For sales executives, this will include their ability to carry out the sales process including how well they communicate, their body language and their overall presentation. Mystery Shopping is also a means of ensuring staff are abiding by FSA regulations. The tool can be used to monitor staff and safeguard against misleading customers or mis-selling.

Mystery Shopping programmes don’t have to be used solely to assess staff performance in terms of selling. For instance, to evaluate a company‘s claims handling process, one of our researchers could act as a customer making a healthcare insurance claim. Apart from assessing the Claims Department staff’s overall efficiency, our researchers would also report on important ‘soft issues’ such as how sympathetically they had been treated.