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IC21: Call Center
1. How does IC21 uses the call center?
IC21 (insurance company for the 21st century) is supported by a 24X7 call
center (ie
operates 24 hours a day, 7 days a week).
It serves the customers, potential customers, claimants and agents.
2. What information is provided by the call center?
The customer can ask for the following
* information on new products
* quotation
* enquire about existing policies
* make a claim
* make transactions
The agent can make requests on behalf of customers. But, it is better
for the customer to call directly, instead of going through the agent.
3. What is the customer-centric approach?
When the customer calls, the call center personnel will check the identity
of the customer (eg name or telephone number), and retrieve the customer
record. For a new customer, a new record is created.
This allows relevant information to be retrieved on the customer, and for
notes and quotations to be stored against the customer record.
4. What is the level of service?
The call center personnel will handle the common transactions immediately.
A SMS will be sent to the customer as a record of the transaction.
For difficult matters, the personnel will record the particulars and pass
the matter
to an expert (ie second level) to call the customer. The return call will be
made
within one hour or one day.
5. Can the customer handle a case through the call center?
The call center personnel can handle the following:
* record application for a new policy
* record an insurance claim
The case will be channelled to the appropriate expert (ie underwriting or
claim
personnel) to handle. The expert can call back the customer to finalise the
matter.
The case will be handled through the workflow system. It tracks the progress
of the
case and ensure that it is completed on time.
6. Does the call center handle billing and payments?
The call center personnel can initiate the transaction. The settlement is
handled by
the accounting personnel as a backend process, subject to approval and
controls.
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