Insurance Domain - Case Study About the Client Leading Insurance Company which is a joint venture which has over 16 lakh customers in 125+ locations across India. The company provides a diverse range of insurance, including personal, commercial and social/rural insurance.
Challenges
Solution
Result
High call flow due to follow
Implementation of
Management of calls in
ups for previous claim
manpower in peak times
peak hour effectively.
registrations pending in
and helping in end-to-
No language barrier
motor, PMFBY and Mobile
end resolution in the
cases for south Indian
insurance.
stage of registration.
region calls.
Language barrier cases
Hiring agents with
Reduction in repeat
were high due to lack of
multiple skill set in terms
callers and unsatisfied
south regional language
of language and
customers.
associates.
convincing.
Answering calls on an
Direct impact on C-Sat,
During the study, the
average above 10
customers were unhappy
team mapped the entire
thousand every month
due to late follow up’s.
process flow and
with a customer
Increasing trend in
identified opportunity
experience score above
Negative Customer VOCs
areas leading to repeat
85%.
and Customer escalations
calls/follow up calls.
Mail queue being
at CC.
Auditing of regional calls
maintained zero, no mails
by the internal quality.
being unattended.
Fives Digital is an impact sourcing business process management company based out of India, with global clientele. With over 2500 team members across our 7 delivery centers in India.