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Concentrix Corporation: Improving Customer Persistency for an Indian Insurance Company
內容大綱
In August 2017, Concentrix Corporation (CNX) partnered with Photon Life Insurance Company (PLI), a leading insurance provider in India, to support PLI's customer management service. On February 1, 2018, Mohit Khanna, global operations manager at CNX, undertook a promising task to improve PLI'S customer persistency at minimal operational cost. If all policyholders with an approaching due date were to be called, then the number of service agents required would be very high, leading to significant operational cost increases. Khanna's challenge was to design a contact prioritization strategy that could be implemented at minimal cost and improve persistency.