Building long-term relationships with customers relies on brilliant training, and If Property and Casualty (P&C) Insurance found the impact they were looking for with Attensi’s gamified simulations.
78%
of the knowledge gaps closed
95%
of employees said the training will make them better at talking about personal insurance
94%
of players say they use what they learned
95%
like this way of training
“When I watch the team members play this game, I can see a fire in their eyes. They were competing on who would be the fastest and best in the game. They also repeated it several times.” Steffen Leth-Olsen Team Leader | Customer Center
Customer experience means everything in insurance. A business only survives and thrives if it inspires deep trust with its clients.
After all, buying insurance is different from choosing other consumer products. It is a purchase where the buyer seeks peace of mind, long-term security for their family, and life-long protection for their loved ones and their biggest assets.
Buying insurance is potentially the start of a relationship with a brand that can last a lifetime.
This means that the interaction between the firm’s representatives and the customer are critical – especially in the first call or encounter when impressions are formed.
The entire commercial health of the company rests on getting those conversations just right.
That’s why If P&C Insurance – serving 3.8m people in Sweden, Norway, Finland, Denmark, Estonia, Latvia and Lithuania – set out to transform their training to sharpen the skills of its public-facing staff.
They chose Attensi gamified simulation training for the strategically-vital job.
If P&C’s aim is to make sure every customer receives the perfect package of products to suit them and their family.
It’s not always easy to find the right blend of policies right away – it takes careful listening and tactful conversations to discover what best suits the caller’s unique circumstances.
Those kinds of personal skills are best-suited to gamified training, because the learner can work though realistic scenarios over and over using avatars and realistic 3D simulations, in a safe, risk-free environment away from the stress of actual calls.
It helps the employee learn how to ensure customers get the best advice, which is vital for the long-term relationship with the customer. The staff member knows which cover best matches the client’s requirements. It won’t sell any product they don’t need.
One of the priorities for the training was ensuring that advisers remember that most callers ask specifically about house or motor insurance. Often they neglect personal insurance, which can leave them exposed to the risk of loss or financial difficulty if they or a family member suffers some kind of harmful event or accident.
The gamified training focuses on finding out potential gaps in the customer’s insurance – and offering options for providing a comforting blanket of cover, while avoiding potentially unethical and brand-damaging hard selling.
“I thought Attensi was amazing the first time I used it. We want to make sure that our employees can train for 5 minutes and feel that they have learned something new, not that they need to train for 15, 20, 30 minutes or an hour.” Martin Hoff Competence Manager | People and Development
If P&C and Attensi co-created 10 playable modules which accurately reflected true-to-life customer engagements.
Attensi’s designers and project team worked alongside If P&C colleagues to fully understand the range of questions and challenges customer advisors might encounter.
That helped ensure that the modules capture the reality of an advisor’s day-to-day experience.
The scenarios cover an array of inquiries, where the advisor could learn how to understand the best blend of products to suit that caller.
Illness
Unemployment
Or unexpected major household expenses
A young adult buying their first home
A mother with two children needing travel insurance
A retiree asking about boat insurance
They also included questions on specific policies, which helps employees gain mastery of the entire range so they become expert in If’s products.
In the spirit of preparing for the worst and aiming for the best outcome, the training also features a ‘nightmare module’, where everything on a call goes wrong. It highlights just how sensitive these conversations are, and how it’s important to be perfectly-prepared for all events, so even the trickiest calls can be answered effectively and sympathetically. It’s a powerful motivating force in getting it right every time.
In every case, the training sets out to coach employees so that talking about personal insurance comes naturally , and that they feel total confidence in their ability to find the best policies for every customer, every time.
“When I watch the team members play this game, I can see a fire in their eyes. They were competing on who would be the fastest and best in the game. They also repeated it several times.” Steffen Leth-Olsen Team Leader | Customer Center
Employees found their confidence and knowledge soar even after just one hour of training.
The business quickly experienced a surge in happy customers choosing new personal insurance that gave them the best-possible and most appropriate cover.
“It’s a new way to train, we have never done it before. I could really make it relevant for my customer conversations.” Camilla Martinsen Insurance Advisor | Customer Center
If were thrilled with results shown in the data, which is another valuable feature of Attensi’s training:
78%
of the knowledge gaps closed
95%
of employees said the training will make them better at talking about personal insurance
94%
of players say they use what they learned
95%
like this way of training
After the success of the first wave of training, If P&C extended it to Sweden, Finland and Denmark.
Part of the genius of Attensi is that it is easily modified to suit local differences and nuances across countries. It can also be translated quickly.
Clearly, this means that the solution can be scaled up simply and efficiently to suit new markets and new languages – and modules can be added speedily and effectively.
Christian Kavli, Senior Business Development Director at Attensi, said:
“We will continue to grow our expertise in the sector.
“Insurance is a perfect fit for gamified simulation, because so much depends on the personal interactions between a business’s customer-facing staff and the public they serve as well as their knowledge about complex products.
“It is an enormous benefit that employees can learn the skills and knowledge they need to do this brilliantly in a safe, digital space where mistakes don’t matter.”
If P&C’s highly skilled employees are passionate about training because they are committed to offering the best possible service to their customers. They enjoy the training because it’s not only flexible and fun, but it also allows them to continuously improve their job performance, which is why they return to it again and again.
“That’s great for them, great for the customer, and great for If P&C.”
Martin Hoff, Competence Manager at IF, is convinced: “I thought Attensi was amazing the first time I used it”
Hoff was also thrilled to hear that employees ‘want more’ training.
He added: “That’s the best feedback we can get.”
