Call Centers and Customer Relationship Management in Insurance Organizations

Case Code: INS041 Case Length: 03 Pages Period: 2003 Pub Date: 2003 Teaching Note: Available

Price: Rs.100 Organization: Varied Industry: Insurance Countries: India Themes: -

Abstract Case Intro

Abstract

The case focuses on improving customer relationships in insurance organizations.

It discusses the role of call centers in improving customer relationships in insurance organizations and examines the way in which these organizations can improve the functional performance of call centers. The case also discusses the role of technology in managing call center operations.

Issues

• Understand the role of Customer Relationship Management in the competitive business environment
• Understand the process of call center operations

Keywords

Improving Customer Relationships, Call Centers, Functional Performance, Managing Call Center Operations

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