Call Center Operations in Insurance

Case Code: INS004 Case Length: 04 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 examines the issues involved in the delivery of an insurance service and the procedures and patterns of delivery. It focuses on the activities that need to be performed for efficient production and delivery of a service. The case also discusses various issues related to technology based services. In particular, the case focuses on the use of technology by insurance companies to enhance customer service.

Issues

• Understand the significance of process management in the production and delivery of a service in an insurance organization
• Understand the problems associated with the use of technology in providing service

Keywords

Issues, Delivery, Insurance Service, Procedures, Activities, Performed, Efficient Production, Delivery of a Service, Technology Based Services, Technology, Customer Service

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