A major insurance industry player here in the United States was battling acute cost pressures on its operational front when it got in touch with Call Center BPO. With its huge calling agent base stations, the entire calling and customer acquisition exercise was proving all the costlier, day by day. In addition, the company was introducing complex products every year, which weren’t being landed effectively with their clients. As a result of this, their sales numbers were not very impressive and if extreme turnaround measures were not put in immediately, there could have been a serious consequence to the very business operations.

This was a rather peculiar business problem, as we did not know the root cause for the dipping sales to cost ratios for the company. We utilized an innovative approach to root cause finding, wherein we designed a product and service questionnaire directed towards the calling force in the organization, to assess their understanding and hence the ability to pitch these to the customers. The results were extra-ordinary, and we were able to narrow into the specific products and services which were hard to understand and were hence suffering on the productivity front. Next we devised a full blown training plan for the workforce, and trained them as per their specific needs. Alongside, we developed a workforce ramp down plan, and a outsourcing plan to reduce the cost base of the entire operation.

Within a month of the first contact, we were able to train our agents and reduced the team size at the base, which brought in a calling fixed cost reduction of approximately 40%. The questionnaire exercise helped us identify the problematic product lines and the strategic training in these boosted the quarterly sales by almost 30 percent. The overall impact on the profit margins was extraordinary and the client achieved the target in less than a quarter’s time.