CASE STUDY CUSTOMER OUTCOMES Insurance firm Tracy Auchterlonie Principal ConsultantCHALLENGE • Our client sells income protection insurance and buildings, contents, and landlords insurance through intermediaries and directly to the public through its inbound and outbound call centres. All sales are non-advised. • Our client decided to implement a customer outcome focused quality assurance (QA) framework in 2013 to align its conduct with

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