Business challenge Managing shifts, particularly ﬁnding people to work evenings and weekends, was a major challenge for the motor and household insurance company. The operating hours for its contact centre were 8.00 am to 8:15 pm during the week with shorter hours at weekends. But the insurer’s main contact centre
Robotic Process Automation (RPA), artificial intelligence and machine learning are all current ‘buzz-phrases’ in this era of cognitive computing.
Background The client is one of the leading insurance service providers in the automobile direct insurance sector, insuring over 4 million customers and employing more than 7,000 people across the UK, Spain, Germany, Italy and USA. The partnership with Firstsource started in 2001, with the offshore delivery of sales processes
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