Helping Hiscox to meet their Consumer Duty requirements with an end-to-end Quality framework

As one of our first ever clients, consultation and collaboration with Hiscox enabled us to develop tools and features for their Quality Teams, which have been fine-tuned over the years to become what we offer now as miQuality.

Hiscox have recently introduced a new QC framework and our solution has been further developed to align with this. Our platform is being used as the system for all of their quality control checking and their quality assurance processes. miPerform offers a unique way to measure end-to-end customer journeys, and provides real time insight and analytics to help their teams retain excellent customer service outcomes.

The Challenge

miPerform was initially adopted by Hiscox to support the performance management culture at a broader level. Our work with the Quality Team began as a reaction to the requirements of Consumer Duty. They needed a system to measure end-to-end customer journeys and report consistently and accurately on the quality of their customer interactions.

Three ways miPerform supports Hiscox QC

1. Retrospective checking - listening to historic interactions with customers and marking them against the framework.
2. Process confirmation - side by side activity that allows cross referencing of individual performance against best practice.
3. Process improvement - identifying opportunities to improve the quality of the outcomes from these interactions.

Outcomes

miPerform’s tools have allowed Hiscox to identify any necessary interventions in their service quickly, as well as fostering a culture of agent engagement and coaching with team leaders.

The power of the conversation with the team leaders is the bit that sparks the action. The system definitely allows this, it opens up the discussion, and we do use it regularly to bring up and look at performance.

Our user-friendly interface allows team leaders to see scores for previous months at a range of levels, either as an overview, or at a deep dive detailed view. This enables visibility of emerging trends and inconsistencies early on.

Bespoke development and customisation - empowering clients to use miPerform flexibly

All of Hiscox’s quality forms are aligned to this framework and have been designed by the people who use them. Agents normally receive between four and eight monitors or QC checks per month, and miPerform allows all of this data to be accessed from the same place.

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With thanks to Adam Rose, DAPC Manager, for his time and support with this customer story.

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