More Th>n, the direct financial services arm of UK insurer Royal & SunAlliance, is introducing a personalised call centre service where each customer will be assigned their own service manager.
More Th>n says it is the first insurer to offer customers their own personal customer manager (PCM) free of charge, so they have a specific contact at the company.
Customers can contact their PCM by e-mail or by phone. If a customer emails their manager, More TH>N promises they will have a response within 24 hours.
The launch follows a pilot of the service with 60,000 customers, who were able to contact their PCM at any time of the day, by phone, voicemail and e-mail.
More Th>n says all voicemails and e-mails were responded to within 24 hours. For each pilot customer, the PCM was completely responsible for managing the relationship between other departments at the company and ensured follow-up calls to the customer were made.
The insurer says the launch of the personalised service follows a survey of 2009 UK adults which found that when talking to call centres, almost two thirds of Brits (60%) say their biggest irritation is being passed on to lots of different people and 72% are very irritated at having to explain their situation again every time they speak to someone new.
Mike Holliday-Williams, managing director at More Th>n, says: "One of the key benefits of this new service is that the customer has someone solely accountable for them, who will deal with their query and take ownership of it."