Company
Overview
A Netherlands-based life insurance, pension and investment company in collaboration with a global financial services group and India’s largest media house. Listed as a Fortune 500 company, it introduced India’s first online term plan.
The
Challenges
- Needed a partner to efficiently manage massive Online Traffic of customers at competitive costs
- Scalability capabilities to handle a widening customer base
The Solution
Deployed trained resources to manage inbound, web chat (online assistance), outbound tele-sales on the leads captured to achieve the required SLAs.
- Web Chat (Online Assistance)
- Customer Support
- Lead Generation
- Market Research
- Product & Service Promotion
The Results
- Consistently met the service level, headcount and login targets
- Ongoing productivity Improvement
- Improved service levels
- Improved service quality
The Outcome
- Improved service levels and service quality, with efficient scalability to handle growing operations.
Way ahead
- Continued partnership and support to further optimize operations and address evolving needs.