The growing importance of business quality in the protection sector

"A good sales process is one in which a customer feels like more than just a number"

clock • 4 min read

Kelly Philips, business development quality manager at SimplyBiz, examines the elements of business quality as part of the protection space, particularly in the context of the Consumer Duty.

It is safe to say that every business owner wants a successful business, but the definition of ‘successful' is changing. With recent change in regulation, particularly the implementation of the Consumer Duty earlier this year, the focus is less on the volumes of business and more on good customer outcomes. Business quality must be at the forefront of this conversation. It is present at each stage of the process, right from the initial lead source through to retention of the customer. If any one area is lacking, the entire process is lacking, and quality could be a concern. As the i...

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