Call Center Operations in Insurance
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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
The two wheeler motor insurance market in India is increasing at a rapid pace due to the dramatic rise in two wheeler sales and the entry of private insurance players.
Trust Insurance Ltd. has recently entered the Indian insurance market after liberalization in the general insurance sector. Trust Insurance belongs to the Trust Services Group, which is involved in a variety of businesses and has a well established network throughout the country. Trust Finance and Trust Insurance are the two important revenue sources for the group.
Trust Insurance is primarily focusing on motor insurance. One of the main reasons for Trust Insurance's success is its call center, which takes care of all customer transactions and processes related to direct sales. Apart from direct sales transactions, the call center issues reminders pertaining to policy renewals and is also involved in other aspects of customer service. With more and more players entering the fray, there is intense competition between the players to capture a greater share of the market. Though the insurance company has built the reputation of being a leading player in the field, the management of Trust Insurance is concerned about the recent developments regarding customer quality standards...
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