Case Study: Leading Insurance Company boosts back-office productivity with Teleperformance

Improving Efficiency and Surpassing Client Expectations

Leading Insurance Company, an industry leader in lender-placed insurance, needed to improve its insurance tracking and claims operations as business volume surged. It faced challenges with unpredictable workloads, limited coordination between front-office and back-office teams, and quality issues caused by a lack of assertiveness and volume forecasting.

Teleperformance addressed these issues by building a BPO operation in India and implementing workforce management, quality methodologies, and desktop analytics. Teleperformance’s solution improved staffing planning and intraday control, increased monitoring, and delivered a 60% productivity increase while meeting all KPIs and exceeding quality expectations; the client also grew its FTE count by 20% year over year since 2013.