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29% improvement in Call Resolution to minimize false placement

The Client

A National leader in specialty insurance in Hazard, Flood, Wind Earthquake and Commercial Insurance


  • Challenge in obtaining and updating information before policy expiration date on 1.7 M policyholders for Escrow & Non Escrow loans issued by multiple carriers
  • Call Resolution at a low 41%
  • Calls to insurance agents resulted in 10 - 15 % voice mail, 7% unanswered, 2% invalid numbers, 7% exceed the AHT by 60% due to IVR navigation & extended holds

Solution & Execution

  • Planned follow-up calls to Insurance Carriers in case agents could not be reached
  • Prioritized calls based on volume and criticality of resolution needed
  • Created client specific clusters, wherein each individual was assigned to work only on 3-4 clients, increasing efficiency & accuracy
  • Created specialized Teams to work on Commercial, Cancellation, Webs, IVR
  • Manually focus (outside Dialer system) on abandoned loans & loans expiring within 24-48 hours
  • Real time notifications to clients on critical loans which needed  priority attention.(Overnight Payment, Borrower contact required, Client contact required)
  • Focus on tracking & prioritizing calls to ensure insurance coverage information obtained
  • Multiple calls to the same carrier increased efficiency and loan resolution

Value Delivered

  • Reached 53% First attempt resolution from earlier 41%
  • Reduced false placements of Lender Placed Insurance
  • Client could focus on inbound customer calls as Coforge managed all outbound volumes
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