The company provides a diverse range of insurance, including personal, commercial, and social/rural insurance.

1. Insurance Domain - Case Study
Leading Insurance Company which is a joint venture which has over 16 lakh
customers in 125+ locations across India. The company provides a diverse range of
insurance, including personal, commercial and social/rural insurance.
High call flow due to follow
ups for previous claim
registrations pending in
motor, PMFBY and Mobile
insurance.
Language barrier cases
were high due to lack of
south regional language
associates.
Direct impact on C-Sat,
customers were unhappy
due to late follow up’s.
Increasing trend in
Negative Customer VOCs
and Customer escalations
at CC.
Implementation of
manpower in peak times
and helping in end-to-
end resolution in the
stage of registration.
Hiring agents with
multiple skill set in terms
of language and
convincing.
During the study, the
team mapped the entire
process flow and
identified opportunity
areas leading to repeat
calls/follow up calls.
Auditing of regional calls
by the internal quality.
Management of calls in
peak hour effectively.
No language barrier
cases for south Indian
region calls.
Reduction in repeat
callers and unsatisfied
customers.
Answering calls on an
average above 10
thousand every month
with a customer
experience score above
85%.
Mail queue being
maintained zero, no mails
being unattended.
Challenges Solution Result
Fives Digital is an impact sourcing business process management
company based out of India, with global clientele. With over 2500 team
members across our 7 delivery centers in India.
About the Client