3. ORGANISATIONAL STRUCTURE

4. INTRODUCTION VOICE BUSINESS EXPERIENCE EXPECTATIONS WHY VOICE? VOICE CLIENTS & PARTNERS

7. INTRODUCTION VOICE BUSINESS EXPERIENCE EXPECTATIONS WHY VOICE? VOICE BUSINESS TEAM. OPERATIONS DIRECTOR PAUL FLETCHER ACCOUNT EXECUTIVES ACCOUNT DIRECTOR SIMON HUNTER OPERATIONS MANAGER RACHEL NUNN ASST. OPS MANAGER LAURA WALKER TEAM LEADER JAMES SIMPSON QUALITY CONTROL STEVEN FOX VOICE BUSINESS TRAINER TOM BOLLAND

9. ENGAGEMENT STRATEGY. PPROSPECT DATA LOADED INTO SYSTEM DATA CLEASNED/RENEWAL DATES CAPTURED EMAIL CAPTURE CONVERSATION WITH DECISION MAKER APPT SECURED AGAINST CRITERIA APPT FAILS AUDIT PROCESS APPT PASSES AUDIT PROCESS – PASSED TO APPT ATTENDED BY CLIENT NO APPT SECURED RECONTACT DATE AGREED BASED AROUND CRITERIA FEEDBACK SENT TO VOICE – INFO GATHERED AS PART OF REPORTING SUITE. TRACKING QUALITY AND LIKELYHOOD OF BUSINESS CRM – PROSPECT RE-CONTACTED BY VOICE AS AGREED CONTACT DATE- QUARTERLY EMAILS SENT DOES NOT MEET CRITERIA – ANALYSIS FORMS PART OF REPORTING SUITE NEW BUSINESS ACQUIRED FROM % OF APPOINTMENTS. AON TO MANAGE OPPORTUNITES OR PASS BACK INTO CRM. EMAIL AND OR DM STRATEGY LAUNCHED AROUND RENEWAL ACTIVITY

12. INTRODUCTION VOICE BUSINESS EXPERIENCE EXPECTATIONS WHY VOICE? QUALITY CONTROL PROCESS. (handout) Agent generates Appt against criteria QC Listen to call, graded and fed back real time Prospect called to verify appointment Confirmation Email Sent Visit report sent to client Client sits the appointment Client grades appointment and returns to VOICE Agent appraised with feedback Feedback forms part of reporting suite