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AMP Career Pathways sets new benchmark

AMP Career Pathways sets new benchmark for customer services training

Leading life insurer and retirement savings provider, AMP has launched a nationally accredited learning and development programme for Customer Service employees designed to build capability, improve retention and enhance customer experience.

Helen McDowall, Head of Operations at AMP New Zealand, says: “We’re excited to launch AMP Customer Services Career Pathways and offer what we believe to be one of New Zealand’s leading in-house training programmes for customer services people.

“Our front line teams are critical to our success. They are the people who interact most often with our customers and it’s essential that we equip our teams with the right skills and knowledge to deliver a seamless customer experience,” she says.

Through AMP Customer Services Career Pathways, Contact Centre and Administration employees are assessed against set criteria and awarded an Entry, Bronze, Silver or Gold level depending on capabilities demonstrated across products, systems, processes, call and written communication, and company culture. Employees can attend learning and development courses to help progress their careers.

The AMP Customer Services Career Pathways programme also provides employees the opportunity to gain a National Certificate in Contact Centre Operations Level 3 and NCEA Level 3 if they did not obtain it at school.

Ms McDowall says: “Our people are our most valuable resource and we want to ensure we retain our top talent and offer rewarding careers within our Customer Service teams. We only launched the programme in June but already we’re seeing the benefits of more motivated and engaged team members. We now plan to extend Career Pathways to our sales and leadership development programmes.”

The Skills Organisation was responsible for assessing the AMP customer services training programme to ensure it met the standards required by NZQA to achieve accreditation.

The Skills Organisation CEO, Garry Fissenden says: “AMP’s training was already of a high standard and their readiness to take the next step in the learning process shows the value they place on their people and development.

“Businesses willing to formalise their training programmes will see a good return on investment. It also provides enormous benefit to wider industry, in this case, contact centres as it helps promote a culture of service excellence.”


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