Delivering a baby over the phone

For Centraal Beheer Achmea, with Pool Worldwide

Insurance company allows us to crash test their customer service

Insurance company Centraal Beheer regards high quality customer service as one of it most valued assets. It set out to show people the great lengths to which their employees go to help their clients.

Centraal Beheer made a bold move and allowed us to put their customer service to a real test. For two weeks, director Joeri Holsheimer went undercover as a junior employee and sat next to senior customer service employees to eavesdrop on the conversations they had with their clients (which happens regularly for training purposes). Little did these people know they were ‘auditioning’ for a part in the upcoming viral. From those sessions we selected ten people we felt were capable of helping us deliver a baby over the phone.