Retention SGI Call Centre’s objectives recognise the overall strategy of the company; that is to maintain every profitable book of business on our books. Renewal Sheet Distribution The Renewal Sheet or “Call Ups” sheet termed within the department are distributed following the: 15th and 31st of each month • The number of names listed equally are divided into three/ four spreadsheets. • Each sheet is labelled with the names of the assigned Call Centre representative. • Each sheet is labelled with the date “as at” noted on the master sheet. • The Call-Ups sheet is emailed to the entire group for action. Renewal Sheet Approach Individualised sheets when received follow the below process: • As per the representatives choice irrelevant columns are hidden for easy viewing. • Cross-referencing information on the sheet with policies on GIMS to affirm the premiums charged. • After filtering the sheet the below codes should be used to analyse the sheet and generate the overall and individual retention level. • Each code has been created as drop boxes on the worksheet’s “COMMENT CODE” column.
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