Secrets To Contact Center Success
How to Overcome the Sales Leadership Challenges in Financial Services - with Mark Kenning
Mark Kenning is the Head of Sales at Cigna Life Insurance.
He has 26 years experience in the contact centre industry, and has had various roles involved with sales throughout that period.
Today, he shares how to overcome the sales leadership challenges in financial services, triggered by the Royal Commission in Australia, and the FMA’s review in New Zealand.
Mark’s Top 3 Tips
The customer has to be at the top of the pyramid, not the drive for remuneration (16:55).
Do the basics well. It’s easy to inadvertently drift away from doing them as you start doing new things in the business, and as new people come in (17:19).
Be ruthless with standards, but gracious with people. Treat your team with care and respect, at the same time as having high standards of the behaviour you expect of them (18:26).
You'll Learn:
The process agents follow with customers which ensures they create good customer outcomes, that’s often overlooked (06:53).
The change which Mark is making, to empower staff but ensure compliance is being met (10:28).
The 3 steps Mark is taking, to motivate agents to create good customer outcomes (14:47).
Show notes: https://bravatrak.com/mark-kenning-podcast
Connect with Mark on LinkedIn: https://www.linkedin.com/in/mark-kenning-4b551367/