Call Center Operations in Insurance

Call Center Operations in Insurance
Case Code: INS004
Case Length: 04 Pages
Period: 2003
Pub Date: 2003
Teaching Note: Available
Price: Rs.100
Organization: Varied
Industry: Insurance
Countries: India
Themes: -
Call Center Operations in Insurance
Abstract Case Intro


The case examines the issues involved in the delivery of an insurance service and the procedures and patterns of delivery. It focuses on the activities that need to be performed for efficient production and delivery of a service. The case also discusses various issues related to technology based services. In particular, the case focuses on the use of technology by insurance companies to enhance customer service.


  • Understand the significance of process management in the production and delivery of a service in an insurance organization
  • Understand the problems associated with the use of technology in providing service


Issues, Delivery, Insurance Service, Procedures, Activities, Performed, Efficient Production, Delivery of a Service, Technology Based Services, Technology, Customer Service

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