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Stabilizing call centers and back-office operations positions insurer for a digital future

Stabilizing call centers and back-office operations positions insurer for a digital future

Stabilizing call centers and back-office operations positions insurer for a digital future

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3 Pages

Struggling with high staff turnover, poor service metrics, and an underperforming partner, a major property and casualty insurer sought a new operational strategy. Building on a long-standing IT support foundation, Cognizant stepped in to stabilize both onshore and offshore call centers and back-office functions. Cognizant integrated advanced workforce management software and intelligent analytics tools to streamline workflows and optimize staffing levels. These innovative solutions empowered agents to handle inquiries faster and more accurately. Ultimately, Cognizant exceeded vital targets for call handle times, quality assurance, and customer satisfaction, successfully positioning the insurer for a resilient digital future.

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