Insurance group aims to retain - Business

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Insurance group aims to retain

Jonathan King, chief executive of Homeserve at its call centre in Fulwood, Preston

By David Coates
Published on 15/01/2013 09:19

An emergency insurance giant which employs hundreds of people in Lancashire will focus on keeping customers rather than winning new ones.

Jonathan King, chief executive of Homeserve, said its UK business would focus on retaining its more than two million customers in the coming years.

The firm has dropped making outbound sales calls from its headquarters in the West Midlands after the Financial Services Authority (FSA) launched an investigation into allegations of misselling.

Homeserve employs 600 people at its claims management call centre on Caxton Road, Fulwood.

Mr King said: “I am a bit of an obsessive when it comes to customer service and I want to make the service we give our customers so great that we retain even more.

“Our retention rate at the moment is around 80 per cent which is pretty good, but we are still losing 20 per cent of our customers.

“It is easier to focus on keeping the customers you have than it is to go out and chase new ones.”

For a full interview with Jonathan King, see your lepbusinessweek supplement in Tuesday’s Evening Post.

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Insurance group aims to retain

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