Background

• One of largest insurance groups in Europe
• Corporate partner division where policies are issued and handled on behalf of other financial institutions such as banks, building societies, retailers etc

		Problem

• In most cases respond to policy holders by phone and post
• Help-line and postal workload covered by same staff
• Time critical profile for phone calls (% must be answered within a certain number of seconds to meet performance criteria)
• Postal work specifies response within 3 days

		Outcome