AMC INC – Client Communication
About the company:
AMC Inc is a US based insurance company. AMC Inc has offshored a major portion of their back office work to your company in India. Your company offers specialized services across the offshore insurance value chain, in areas such as new business, lead generation, underwriting support, policy issuance and administration, claims, billing, premium accounting, and F&A. The center has about 200 employees, who provide 24 x 7 services to the AMC Inc’s customers.
Background:
Of late, the client is not very happy with the quality of service delivered by your company. For instance, recently, as a result of absence of the required number of qualified team members, coupled with a race against time to meet the TAT, a few claims were paid out in excess of the approved amount. This resulted in an over payment of claims to the extent of 5000 USD. This error was spotted by the client and was highlighted to you. This obviously this led to an adverse financial impact as it would be difficult, if not impossible, to collect this overpayment from the customer. Another time, policies of several customers were interchanged and this resulted in a high level escalation. Apart from this, there were multiple instances where customers received incorrect policy statements.
AMC Inc has expressed their dissatisfaction over the quality of service provided by your company and would like you to take immediate measures to address the problem areas in your process.
Your role:
You have been entrusted with the task to put in an action plan to improve the service delivery of your process.
Objectives:
1.The embedded Excel file contains data pertaining to the process. You need to analyze the data and arrive at the root cause/causes of the problem. Create a Power Point Presentation and include details such as the top 10 associates who committed the maximum number of errors, the most common type of errors etc.
2.As the client would be interested in short term as well as long term solutions for the identified issue/ issues, kindly create a detailed action plan to address the problem areas.
3.What are the important elements you would keep in mind (e.g.: Client social style, method of communication, follow up frequency etc.) while communicating the action plan to the client.
About the company:
AMC Inc is a US based insurance company. AMC Inc has offshored a major portion of their back office work to your company in India. Your company offers specialized services across the offshore insurance value chain, in areas such as new business, lead generation, underwriting support, policy issuance and administration, claims, billing, premium accounting, and F&A. The center has about 200 employees, who provide 24 x 7 services to the AMC Inc’s customers.
Background:
Of late, the client is not very happy with the quality of service delivered by your company. For instance, recently, as a result of absence of the required number of qualified team members, coupled with a race against time to meet the TAT, a few claims were paid out in excess of the approved amount. This resulted in an over payment of claims to the extent of 5000 USD. This error was spotted by the client and was highlighted to you. This obviously this led to an adverse financial impact as it would be difficult, if not impossible, to collect this overpayment from the customer. Another time, policies of several customers were interchanged and this resulted in a high level escalation. Apart from this, there were multiple instances where customers received incorrect policy statements.
AMC Inc has expressed their dissatisfaction over the quality of service provided by your company and would like you to take immediate measures to address the problem areas in your process.
Your role:
You have been entrusted with the task to put in an action plan to improve the service delivery of your process.
Objectives:
1.The embedded Excel file contains data pertaining to the process. You need to analyze the data and arrive at the root cause/causes of the problem. Create a Power Point Presentation and include details such as the top 10 associates who committed the maximum number of errors, the most common type of errors etc.
2.As the client would be interested in short term as well as long term solutions for the identified issue/ issues, kindly create a detailed action plan to address the problem areas.
3.What are the important elements you would keep in mind (e.g.: Client social style, method of communication, follow up frequency etc.) while communicating the action plan to the client.