People often ask me "is Bancassurance dead?" Clearly not, but ongoing changes are required. What about Call Centres?

Here in Melbourne we are enjoying a most splendid Spring. The planet is shifting its axis towards us Downunder. Clear skies and each day brings more warmth as we exit our Winter darkness.

My weekend walk through the Melbourne Royal Botanic Gardens (https://www.rbg.vic.gov.au/) in the heart of the city, was delightful with flora and birdlife bursting with colourful sights, scents and sounds. My years of working in the insurance industry across Greater Asia primarily in Direct Response Marketing, Telemarketing, Bancassurance, Digital, DRTV and C-level management has brought many lessons and diverse experiences and successes.

On my walk, I marvelled at the annual rebirth underway for all deciduous trees, some in blossom, some with small buds and others sprouting towards full leaf growth. Maybe it was the early morning walk that awakened my senses but I couldn't help feel a little sorry for the Evergreens albeit standing proudly, solid, stoic. Just the same as last year, last month, yesterday. Same foliage, same shape. Reassuring in their constant presence but, for me, not inspiring change, spontaneity, colour and energy.

The Deciduous trees are all that. They endure the change and rebound every year. Maybe a more painful journey first shedding, then standing stark and naked, and then letting all of their bound up juices spring forward in colour, light and scents.

Is your Call Centre operation an Evergreen or Deciduous? Telemarketing, the Call Centres, the supporting processes, use of data, operations and most importantly, the people selling and servicing the Customer, is it a consistent, solid and proud Acacia, a Blue Atlas pine or a Silver Shadow Eucalyptus? A constant, reliable, endurable Evergreen?

Or, is it a startling Japanese Maple, a Crab Apple, a Jacaranda or Magnolia? All deciduous in their nature, driven by seasonal climate change to constantly adapt, offering new sights and experiences each season, yet still remain at their very essence...a tree!

Shoreline Asia has created their Call Centre 360' Program which offers to take an insurer or an affinity partner leveraging their database with an insurer, through a vast discovery with the objective to highlight if core improvements, additions, transitions, integrations are happening in this challenging channel of services and sales. Consider the Regulator the arborist dictating the ground conditions and assistance to best serve to Customer whilst are insurers constantly correcting to ensure continuity and (profitable) growth.

Regardless of when your Call Centre was 'planted', it may need some objective assessment, new insights, some pruning or additional fuel to feed growth.

Please take 5-minutes to explore our Call Centre 360' Program and drop me a message if you'd like to learn more...regardless of your Call Centre being an Evergreen or Deciduous!

Gary W. Denson