Insurance Domain Case Study - FiveS Digital

1. 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 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. 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. Implementation of manpower in peak times and helping in end-to- end resolution in the stage of registration. 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. 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. 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.