LocalTapiola Group is a mutual group of companies owned by its customers. It serves private customers, farmers, entrepreneurs, corporate customers, and organizations. LocalTapiola’s products and services cover non-life, life, and pension insurance, as well as investment and saving services. LocalTapiola employs 3,500 people and the number of owner-customers is nearly 1.5 million.
QualityDesk was first introduced at LocalTapiola in 2018 and is used in the observation of telephone services and e-contacts. According to Mari Isotalo, Development Manager of the insurance business, observations before QualityDesk were recorded here and there: in grid notebooks, Excel and PowerPoint files. There was no consistent documentation method or location and no insight for employee development, and the reporting was insufficient.
The greatest benefits can be seen in monitoring and documentation. “We have gained control over the quantity and quality of observations and made the development process more visible, as we can now see how people develop between coaching sessions. The fact that all the information is in one place is a big plus, to say the least”, says Mari, listing the benefits.
There is also satisfaction with the communication between the businesses. According to Mari, communication with QualityDesk has been easy and help has always been available whenever needed.
Monitor, coach, develop - manager's tools in one place
With QualityDesk, the operational work of managers is really made easier, as the monitoring, coaching, and reporting features are all in one place.
Managers save time and work becomes more efficient when the issues that need improvement are clearly visible. With our quality assurance app, you can involve your staff in the development process, as the app gives you a view from agent to the whole organisation. This way, staff also knows the criteria on which they are being assessed and what is expected of them, making the process fair and transparent!
Would you like to see how QualityDesk can help your organisation succeed? Book an appointment below for a demo and we’ll show you in concrete terms how we can help!