Home > Emotional Intelligence in Business > Case Studies > Insurance Sales
EQ Drives 28% Increase in Sales
A nation-wide insurance company uses EQ assessments and training to improve call center interactions – significantly increasing the number of high performing salespeople and increasing sales.
Overview
Situation: The challenge of converting Customer Service Representatives in a contact centre into sales associates is a growing trend as businesses look for ways to get more out of their contact centres.
Solution: Emotus, a Preferred Partner specializing in EQ in business, used the Six Seconds Emotional Intelligence assessment for training new Customer Service Representatives (CSR) for a more people-oriented approach.
Results: The trained group improved overall sales by 28%. The Agents meeting the “effective” benchmark increased from 13% to peak at 61% during the program, and averaged 40% over the year.
“We looked at multiple providers who all deliver specific sales training, but were more focused on the technical aspects of the sales conversation. The program delivered by CareerLink helped address that cultural aspect of sales at the individual and team level. The value was getting people to look at their own approach and see how it would fit in the “new world” of sales.”
– National Sales Manager
Situation
One of the company’s leaders explained they needed a cultural shift from a predominantly service-orientated culture, in which agents focused on completing customer requests, to a more holistic service conversation that included identifying growth opportunities. As recruitment had traditionally been for service-orientated staff, changing this to a sales culture was the biggest challenge.
Solution
A multi-faceted approach was taken to new hire training, process improvement, reporting and results tracking, and ongoing coaching. The engagement of an outside consultant brought in new perspectives and tools, a key element of success according to the company.
Results
This comprehensive training initiative established a new set of expectations and transformed customer interaction at a critical point of opportunity. The result was heightened effectiveness, a substantial increase in sales, and enhanced revenue for the company.
BETTER PERFORMANCE
Number of effective agents increased from 13 to 40%
%
INCREASED SALES
Year-on-year increase in sales of 28%
%
Products & Services Delivered
EQ Skills
SEI – Six Seconds’ Emotional Intelligence Assessment is a validated psychometric tool for measuring emotional intelligence, used with over 250k people worldwide.
Custom Development
To address the organization’s specific needs using Six Seconds’ methodology, a custom program was developed, tested, and implemented.
Learn More About This Case
See More Cases
Building Burnout Resilience at UK’s National Health Service
Facing extraordinary pressure with an understaffed and exhausted workforce, leaders at the UK’s National Health Service (NHS) demonstrate significant personal and professional growth from an emotional intelligence coaching program.
Growing a New Generation of Leaders at SunCulture
As an off-grid solar technology company, sustainability is at the heart of SunCulture’s work. Internally, that led to an investment in emotional intelligence training.
Empowering for Life Success: Workforce Training for Individuals Facing Racial or Socio-Economic Barriers Correlated with 24% Increase in Key Life Outcomes
This two-year study demonstrates the impact of Twin Cities R!SE’ signature Personal Empowerment Training, which teaches emotional intelligence for personal and professional success.
Breaking Out of the Box: Building Key Skills for Creative Customer Solutions
A major European insurance group commits to improving client loyalty by unlocking creativity and empathy with emotional intelligence.
Creating a Common Language on Campus: Students, Faculty and Staff Grow Emotional Intelligence with Innovative Curriculum
Can you improve emotional intelligence in higher education? This controlled study explores the impact of a 16-week semester course utilizing a social and emotional learning curriculum (SEL) for undergraduate students, faculty, and staff members at the University of Dubuque.
Developing Women Leaders for Greater Equity in East Africa
This study demonstrated a correlation between emotional intelligence and high performance for female CEOs and Board Members in Kenya.