Stephen Murphy

Background

About Stephen Murphy

I have worked in Aviva for 21 years to date. In that time I started as a sales agent where I dealt with customers in relation to motor, home and health insurance I then moved into compliance where I monitored calls for any potential risks or breaches. Following on from that I then got involved in training. I set up workshops to improve and help agents in how to better close the sale on calls. I was involved in migrating policies from a broker to direct and working with the agents to help the customers through this year long journey I then moved into management and became a team leader. I managed up 14 agents in my teams. Finally in my current role which is now closing in on 10 years or more I am officially titled Callflow Mansger. Here I manage a team of 4. My job entails predicting arrivals of inbound calls, emails and webchat. This is done to maintain a service level for the company and customer and to avoid any calls abandoning. This is all done through looking at historical data and arrivals into the call centre, Also in this role I manage over 100 agents schedules and holiday using scheduling tool called WFM Work Force Management. This is used to plug in call volumes, arrivals, analysis and abandons of calls whilst scheduling agents on specific shifts along with holidays so call centre. I am very good at thinking outside the box to improve customer journeys working with WFM and IVRs and some of my ideas on managing the calls have vastly improved customer journeys. Another couple of parts of this role is managing agents adherence to schedules so they are at their desks allocated times and finally to help even more I listen to calls to capture demands to again see how we can improve call volumes and processes