When it comes to superannuation funds, it’s fair to say industry fund First State Super takes a very different approach to member satisfaction and service than most.
Through the work we’ve done with First State Super over the years, we’ve seen firsthand how the Fund genuinely places their members and employees at the centre of everything they do, as both a superannuation fund and an employer of choice.
Driving improvements in customer and employee engagement
Just over 12 months ago the Fund’s Head of Service Centre, Luke Jamieson, identified an opportunity to elevate the use of customer experience survey data throughout the organisation. Luke wanted to better connect post-contact survey data with their service centre consultants to refine contact practices and improve their members’ overall experience with the Fund. He believed making this connection would also ultimately drive improvements in his teams’ performance, engagement, and experience at work as well as help to bring member interactions closer to non-member facing employees.
Luke’s requirements posed an interesting challenge – there was no platform that could deliver what he required, in real-time and at the scale needed.
Reframing the measurement of quality, aligning to post-survey insights
We’re always up for a challenge, so we developed new functionality within our Evolved Human Listening platform designed to meet Luke’s needs. First State Super has been using the Human Listening solution for contact centres over the last year and the impact on both customer and employee experience has been game-changing.
I recently sat down with Luke to talk about the initiative.