Firstsource initiated the relationship with the client by setting up a highly motivated and dedicated team of customer service professionals for providing customer service to both internal (advisors, doctors and branch personnel) as well as external customers through voice, e-mail, print and fax channels and is currently handling 100% of client’s customer service business pan India.

Firstsource successfully managed the data capture and policy issuance (including insurance underwriting) section of the customer lifecycle, by leveraging its customer service management and transaction processing capability.

Firstsource managed call distribution through an intelligent call distribution/ routing process using an Automatic Call Distributor (ACD) setup in one location. The team of advisors operating from four delivery centers was networked with the ACD for easy call distribution/routing. This setup facilitated continuation of service as it enabled call routing to any team, irrespective of the geographic location of the delivery center that had actually received the call.

Firstsource also ensured flexibility in operations by accurate workforce planning and scheduling based on call projections and hourly call arrival patterns Firstsource’s insurance BPO solution included the following:

Customer acquisition

• Firstsource’s proprietary transaction -processing engine – Sympraxis – was employed to perform all the data capture operations during processing of insurance applications. It enabled Firstsource to introduce streamlined workflow mechanisms to track productivity, turnaround time, quality, and inventory throughout the life cycle of a document. Some of the prominent features of the engine are: a new double key entry process, OCR integration, integrated TQM, DMAIC and Six Sigma quality programs and automated production management

Customer experience

• Technology - Firstsource provided the client with an upgraded technology setup with several added features like the built in recorder and IVRS systems. This saved the client additional cost as they would have to purchase these features separately on their existing technology platform
• Process Excellence - The Process Excellence (PE) and quality framework team from Firstsource studied the client’s processes and identified the gaps and opportunities for improvement. Some of the process improvements suggested and implemented as part of the solution were:
          - Simplified the process training and also suggested to make the reference material available to the advisors while            answering calls at the click of a button. This enabled the new hires to master the complexities of the insurance vertical            with ease
          - An Interactive Voice Response System (IVRS) enhancement process was initiated by Firstsource to improve the IVRS            experience for the end-customer. Multi-language support was introduced in the system and currently has the expertise            to support eight regional languages which offers a more personalized experience to the end-customer
          - Localized the print and dispatch process for the policy renewal receipts by installing a receipt printer in the premises of            the Firstsource delivery center. Earlier, a customer call to request a policy renewal receipt used to result in a customer            request being logged with the client, which would then be processed in due course. This led to repeated calls and            customer frustration
          - Few other initiatives which impacted overall Turn Around Time (TAT) were - generating E-Pins and smart statements            for the customer’s insurance account while on the call with the customer and processing the customer’s address            change request while on the call