Insurance Domain Case Study - FiveS Digital

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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 ups. 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.