About the Client

The client is a leading insurance company that offers a diverse range of insurance products, including personal, commercial, and social/rural insurance. To enhance customer satisfaction and address multilingual support issues, the company implemented a strategic approach focused on regional language support in southern regions.

Challenges Faced:

Despite its strong market presence, the client encountered several significant challenges that impacted customer satisfaction and operational efficiency:

• High Call Flow Due to Follow-Ups: There was a substantial volume of follow-up calls related to pending claims in motor insurance, PMFBY and mobile insurance.
• Language Barriers: The lack of associates fluent in regional languages led to high instances of language barrier cases, particularly as the client operated from various northern locations.
• Inconsistent Service Quality: The inability to provide timely assistance during peak hours resulted in inconsistent service experiences for customers, further exacerbating dissatisfaction.
• Increased Customer Complaints: The accumulation of unresolved issues and communication difficulties led to a rise in customer complaints and escalations at the contact centre.
• Negative Customer Feedback Trends: An increasing trend in negative customer Voice of the Customer (VOC) feedback highlighted the urgent need for improvement in service delivery.

Impact:

These challenges had significant repercussions on the client’s business performance:

• Declining Customer Satisfaction (CSAT): Delayed follow-ups and communication barriers directly contributed to low CSAT scores, indicating dissatisfaction among policyholders.
• Higher Call Abandonment Rates: Many customers abandoned their calls due to long wait times, resulting in lost opportunities for engagement and support.
• Operational Inefficiencies: The strain on resources during peak call times led to increased operational costs and reduced agent productivity.
• Negative Brand Perception: Unresolved customer issues and poor service experiences resulted in negative reviews, damaging the brand’s reputation and eroding customer trust.
• Loss of Customer Loyalty: The combination of high complaint rates and dissatisfaction led to a decline in customer loyalty, making it challenging for the client to retain existing customers or attract new ones.

Key Solutions & Outcomes Achieved

• Hiring Multilingual Agents

The recruitment of agents proficient in multiple regional languages significantly improved communication with customers.

• Auditing Regional Calls

The internal quality team conducted regular audits of calls to ensure effective management and support during peak hours.

Results:

Conclusion

By implementing a comprehensive multilingual support strategy, the client successfully addressed key pain points affecting customer experience. The focus on hiring skilled agents and conducting thorough audits allowed for effective call management, particularly during peak hours. These efforts not only improved customer satisfaction but also reduced operational inefficiencies. The client’s commitment to enhancing its multilingual capabilities has set a strong foundation for sustained growth and customer loyalty in the competitive insurance market.