The Australian: Bupa changes the way it pays staff

Sarah Jane Tasker from The Australian reports on changes Bupa has made to the way it incentivises customer facing staff, in the wake of the Banking Royal Commission. 

Bupa's Director of Customer Growth, Justin James, told the paper that while it's not a regulatory requirement to change how sales staff are remunerated, it's the right thing to do. 

“I absolutely believe we are all facing the same expectations from customers and community and we all have to rise to that challenge,” he said.

Mr James said Bupa started making changes in 2014, away from a traditional sales only incentive framework, and towards a system that prioritises value-add conversations.

He believes all sectors should now be looking to review their business practices, as a result of findings of the royal commission. 

“The royal commission helped validate some of those (2014) decisions, improve them and correct them where they weren’t going as well as we would like.” he said.

“Everything you have seen in the royal commission reinforced that the customer wants transparency and choice and to be given the best for their needs and not to be conflicted by interests elsewhere.

“When you don’t deal with customers in an ethical way you don’t have any integrity to what you do.”

If you're a subscriber to the Australian. read the full article here. If not, read the coverage in HealthDispatch: Bupa scraps sales only framework.

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