Reduced Hold Times & Increased Speed-to-Answer, Customer Service Redesign in Non-Standard Insurance

Process Redesign for a customer service unit within a $400M Provider of Non-Standard Auto Insurance

Overview:

Process Redesign for a customer service unit within a $400M Provider of Non-Standard Auto Insurance

Business Issue:

This 400 million dollars non-standard auto insurance carrier had implemented a new management system which resulted in a higher volume of phone calls into the Customer Service department than anticipated, more than the current staff could handle effectively. The business issue needing resolution was to:

Understand the root causes of the customers’ issues
Identify resolutions to the customers’ issues, and the proportion of call volume that implementing the resolutions would relieve
Understand how and when the current technology enhancements could assist in resolving these issues

Actions:

Performed an operational assessment including:
Conducted fact-finding to identify and validate problems that were driving inbound calls
Obtained additional metric information by using call surveys
Conducted direct observations and time studies of each transaction
Determined which transaction types caused the most significant handling delays
Aligned root-cause issues with an updated list of technology defects to ensure 100% coverage
Developed a staffing model to increase the effectiveness of call handling in the immediate-term
Identified operational improvements that could be made to reduce any new calls to Customer Service
Identified and implemented backlog strategies across several transaction types to become current

Results:

Expanded the current call handling team to reduce hold times and increase speed-to-answer
Created awareness for the executive team on the status of the current environment and released fixes
Validated the prioritization strategy used by the implementation team to prioritize technology releases
Provided process assurance to reduce backlogs and decrease incoming call volume

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Reduced Hold Times & Increased Speed-to-Answer, Customer Service Redesign in Non-Standard Insurance

Reduced Hold Times & Increased Speed-to-Answer, Customer Service Redesign in Non-Standard Insurance

Overview:

Business Issue:

Actions:

Results:

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