QBE Insurance has been awarded 'Best Learning Organisation' at the 2017 AITD Excellence Awards for its CARE (Customers Are Really Everything) Program.
QBE's CARE Program, developed in partnership with consulting group Be Learning, incorporates face-to-face programs, ongoing support, and on-the-job embedded activities, to build the capability, confidence, and people skills of QBE staff and leaders.
The program, rolled out at the start of the year to 800 customer-facing staff, is part of a wider, customer-led transformation that is being implemented within the business, the insurer said in a statement.
"The program raises the bar on delivering exceptional customer experiences, and improves consistency of experience when we make contact with customers," said Sally Kincaid, QBE Australia and New Zealand Operations chief human resources officer. "The program helps our people to develop resilience, think on their feet, problem-solve, and ensure we place the customer at the heart of everything we do."
After the success of the initial rollout, the property and motor claims team in New Zealand will also implement the program before the year ends, with the Australian claims teams to follow next year.
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