Type of training

Contact Centre




The Financial Conduct Authority (FCA) have been auditing all insurance companies closely since the financial crisis of 2008. It is unacceptable to ‘sell’ insurance in a persuasive capacity, or to target front line staff with incentives and bonuses. Indeed well respected companies have been fined around £30m for such practices.

The flip side of the FCA regulations are that organisations can become so ultra-cautious that advisors no longer attempt to relate insurance products to the individual customer. Instead, the advisers become bearers of pure fact and complex jargon riddled information that leave the potential customer feeling confused and without being asked if they would like to go ahead with the insurance.

It’s an issue that many of our FCA regulated clients have approached us to solve.

Why Ember Real Results

Ember Real Results works with a range of financial service organisations and our experience in this sector led Co-operative Insurance to select us to train their entire sales adviser population in their Manchester HQ (circa 250 advisers) in a ‘Sales through Service’ training course titled ‘Doing The Right Thing’.

Co-operative Insurance were attracted to Ember Real Results because of our reputation for creating modern and interactive training sessions that deliver sustained behavioural change. Our track record over the last decade includes delivering results driven training and cultural change programmes to many of the UK’s most recognisable brands and public sector organisations including Boots, Bupa, and Vodafone.

What made this training work?

  • Interactive Listening Skills exercises.
  • Fast paced Team Activities.
  • Highly Relevant to Job Role
  • Our Experience of the Financial Industry


“I’ve spoken to the Managers this morning and they really enjoyed the course and found it very beneficial. A strong theme is your credibility, your ability to respond to questions, share your experiences and to make suggestions for further development. You have a number of fans!! It’s great to hear such feedback…. well done, and thank you.”

Gill Taylor, Training Manager General Insurance Operations

“The course was interesting. I really enjoyed it and the trainer was really good. There was a lot of information to take away and to help me with more effective sales questioning.”

“Very interactive session. The trainer ensured everyone was taking part and the team activities encouraged active participation. The games made it fun and were very useful to bring ideas to life.”

About Ember Real Results

At Ember Real Results we are in the business of delivering lasting performance improvement through bespoke training and coaching. We design and deliver creative, award-winning solutions that generate measurable improvements. As part of the Ember Group we are immersed in contact centre expertise, and help our clients acquire the skills they need to grow – from agent performance to leadership and management solutions. We have over a decade of experience and ideas for you to tap into that guarantee Ember Real Results with your investment.