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Case Studies
TRANSACTIONAL – INSURANCE
Call Center Routing
A customer service call center examined its process for handling incoming calls that could not be properly addressed the first time. "Call sheets" were written for 15 % of all calls from agents and policyholders. Application of process maps, FMEA and measurement system analysis indicated that calls were not being routed to the proper customer service representatives. Enhanced IVRU assured the most appropriate call routing, lowering median call times by 40% and creating a savings of $60,000.
Inaccurate Commission Checks
During a one-year period, 1.5 % of commission checks issued to agents from an insurance policy service center were reported as inaccurate. Furthermore, in a sample of 200 historical commission checks, 35 % were reported to be inaccurate by an internal audit. A Six Sigma project attacked the problem with Pareto chats, ANOVA, multi-variable analysis, FMEA and process control systems. As a result, agent commission rules and procedures were streamlined, and the check processing department was educated in the updated rules and procedures. In addition, check processing staff was educated on the resulting streamlining and documentation of agent commission rules and procedures. Not only did the service center recoup $90,000 in commission overpayments, but an additional $30,000 in savings was realized.
Clearing Accounts for Payments Received
More than $90,000 a year in penalties were assessed against an insurance company for un-reconciled client accounts. At issue were cash applications to clearing accounts for payments received for client policies. Accounts with un-reconciled payments were showing items over 45 days old on average. Critical failure modes early in the process were identified by Pareto charts and process maps. A process redesign was implemented using FMEA and process control systems, resulting in $120,000 in savings and a $75,000 reduction in penalties.
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