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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.

Spreadsheet Supplement for Case W25821

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.

Student Spreadsheet to accompany product W25821.

Instructor Spreadsheet to accompany product W25822.

Instructor Spreadsheet for product 8B21D012.

Student Spreadsheet to accompany product 9B21D012.

Concentrix Corporation (CNX), a technology enabled global business services organization, supported a transport solutions company with its customer management services. In June 2019, CNX’s global customer services operation manager carried out an assessment and found irregularities in the credit claim process for CNX’s client. The manager needed to reduce the number of irregularities so that CNX’s agents did not create a negative experience for the client. Random samples for audit revealed that existing guidelines and control procedures were ineffective in capturing irregularities. What strategy did the manager need to select a sample for audit that could capture the maximum number of irregularities within the allowable audit cost?

Concentrix Corporation (CNX), a technology enabled global business services organization, supported a transport solutions company with its customer management services. In June 2019, CNX's global customer services operation manager carried out an assessment and found irregularities in the credit claim process for CNX's client. The manager needed to reduce the number of irregularities so that CNX's agents did not create a negative experience for the client. Random samples for audit revealed that existing guidelines and control procedures were ineffective in capturing irregularities. What strategy did the manager need to select a sample for audit that could capture the maximum number of irregularities within the allowable audit cost?

Student Spreadsheet for case W21334.