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
- High call flow due to follow ups for previous claim registrations pending in motor, PMFBY and Mobile insurance.
- Language barrier cases were high due to lack of south regional language associates, as client operates from different location from north.
- Direct impact on C-Sat, customers were unhappy due to late follow up’s.
- Increasing trend in Negative Customer VOCs and Customer escalations at CC.
Solution
- Implementation of manpower in peak times and helping in end-to-end resolution in the stage of registration and keeping follow up on cases via Email
- Hiring agents with multiple skill set in terms of language and convincing.
- During the study, the team mapped the entire process flow and identified opportunity areas leading to repeat calls/follow up calls.
- Auditing of regional calls by the internal quality team who has the Skill set of multiple languages.
Result
- Management of calls in peak hour effectively.
- No language barrier cases for south Indian region calls.
- Reduction in repeat callers and unsatisfied customers.
- Answering calls on an average above 10 thousand every month with a customer experience score above 85%.
- Mail queue being maintained zero, no mails being unattended.
How we did it?
Hiring
- Rolled a hiring campaign through social networking platforms and walk-in’s
- Ads were created on google and Facebook
- 300+ applications screened
Security and Network
- Used secure VDI application, for network and data security compliances.
- Cloud and web dial solution for seamless operation.
- Implementation of soft phone to avoid abandonment of calls.
- Enhancement of system to required specification to operate with a smooth flow.
Service Delivery
- Answering of calls for Motor & non motor claims, Health Policy, Renewal & cancelation of all kind policies.
- Resolve queries in E-mail/Chat with multiple aspects such as password reset, quote deletion, inspection status, online payment issues, pending transaction error, cheque submission related
Hiring and Training
- Changes made in hiring approach to hire advisors who can get engaged with the issue and can take accountability.
- Multi skilled advisors hired who are comfortable with regional languages.
Process Setup
- Virtual system setup done with coaching the team how it works.
- Suggestions shared with regards to SOP and implementation of changes.
- Live WhatsApp chat group and MS teams for real time solutions and support for virtual teams.
- Allocation of individual mail access for updates and E-mail intimations.