KPI Focus: AHT, FCR, CSAT, SLA
The Situation
An insurance provider wanted to reduce repeat contacts in claims support and improve clarity for policyholders waiting on updates.
What Wasn’t Working
- Documentation quality varied too much by team.
- Customers called back because updates were unclear.
- Escalation ownership for complex claims was inconsistent.
What We Changed
We focused on making claims communication and governance more predictable:
- Standardized templates by claim stage and interaction type.
- Clarified escalation ownership and review cadence.
- Added QA/coaching loops centered on clarity and compliance.
- Introduced trend reporting for repeat-contact drivers.
What Happened
The support experience became more consistent for both customers and internal teams.
- Claims-status repeat contacts dropped by 27%.
- Documentation quality improved by 34%.
- Unresolved escalation backlog improved by 26%.
The organization extended the same methods into adjacent servicing queues.
A Real Moment From the Engagement
A client lead shared that customers were less upset about claim outcomes than about unclear updates. That pushed communication quality to the center of the plan.
Before vs After (Operationally)
- Before: Claims updates were accurate but often hard to follow.
- After: Structured templates made updates clearer and reduced repeat calls.
What Changed for the Team
Agents had clearer language patterns for difficult conversations, which improved consistency across shifts.
Constraints We Worked Within
- Limited time to redesign workflows without disrupting live service.
- Existing tools and reporting structures that could not be replaced immediately.
- Need to improve performance while maintaining day-to-day SLA commitments.
Tradeoffs We Made
- Prioritized highest-impact workflows first instead of trying to fix every queue at once.
- Chose repeatable process controls over one-off optimizations.
- Deferred lower-priority enhancements until baseline stability was proven.
If We Were Starting Again Today
We would still start with ownership clarity and a fast governance cadence, but we would add earlier frontline shadowing in the first two weeks to accelerate practical workflow adjustments.