Call Centers and Customer Relationship Management in Insurance Organizations
|
Case Code: INS041 Case Length: 03 Pages Period: 2003 Pub Date: 2003 Teaching Note: Available |
Price: Rs.100 Organization: Varied Industry: Insurance Countries: India Themes: - |
Abstract Case Intro
Safe Haven Insurance Company set up a call center in 1998 for answering customer queries. In 1999, the company opened multi-channel contact centers in the metropolitan cities. These centers had a basic in-house system for handling mails.
Before starting call centers, Safe Haven advertised its e-mail address and address of headquarters as a contact point for its customers. But the company was not able to respond quickly to customer queries. There was a separate e-mail address for each business function of Safe Haven. The e-mails were first received by managers or team leaders of each function. They distributed the e-mails to the staff members.
Though this system worked reasonably well, many a time, the process for collecting and distributing e-mails was delayed. This made it difficult for the company to maintain consistent customer service levels. It realized the need to improve its in-house e-mail handling methods and hence set up the multichannel contact center. As the company began to become more committed to choice, convenience and value, it realized the need for offering different communication channels to customers. The company recognized the importance of providing a 'voice call service' to customers, which was considered more effective than e-mail and other Internet contacts. Safe Haven set up a 200-seat call center in Mumbai...
Buy this case study (Please select any one of the payment options)
| Price: Rs.100 |
Price: Rs.100 | PayPal (3 USD) |
