AMP improves engagement with 'motivational' techniques

The company’s case managers reported a 34 per cent increase in clients re-engaging with treatment plans after using the new techniques, the company said in a release.

The volume of customer complaints also decreased by 50 per cent, and case managers reported a 65 per cent increase in the number of compliments they were paid, the release said.

“The program, which draws extensively on motivational interviewing techniques, empowers case managers to demonstrate their empathy more effectively, resulting in heightened mutual trust in their customer relationships,” said AMP group executive for insurance Megan Beer.

“Our new process puts the customer at the centre of their own recovery, harnessing the power of their own goals and motivations.”

Ms Beer said the program was so far assisting the company’s case managers to put their clients “on track with their lives” following serious injury or illness.