Insurance company uses InstaCC to enhance collaboration and security, with minimal upfront costs An www.tatacommunications.com
Insurance company uses InstaCC to enhance collaboration and security, with minimal upfront costs A leading financial services and insurance company leverages technology to offer world premium financial solutions to its customers. It has a proven success rate, and has been voted as India's most trusted private life insurer for many years. With over 1,900 branches and micro-offices, over 210,000 advisors, and 7 bank assurance partners, the total capital infusion stands at approximately INR 47.80 billion. The challenge An insurance company has outsourced 6 high-tech call centres in Mumbai, Chennai and Gujarat. It had to share its database with the outsourcing company to enable outbound calls for its existing customers. As the outsourced company had access to company's confidential information and data, this results the inevitable concern for its security. The Insurance Regulatory and Development Authority (IRDA) compliance rules requires all the calls of the policy-holders to be recorded and stored for full term of the policy and another six months after the term ends. This was not being handled effectively, as it depended on the quality of the processes at the outsourced contact centres, where all the calls were recorded and stored onsite. The leads were sent back to the insurance company along with excel reports every day. Collaboration with 3rd party vendors was an issue as the team had no control over time delays. Also, the team would manually collate the data and see how campaigns were progressing, which in itself was an exhaustive exercise. The big challenge was tracking and measurement of our campaigns. There was no way of knowing if the reports were accurate or tampered. 2
Finding the right solution The insurance company was looking for a solution that did not require people and technology resources that would inevitably increase the CapEx and the OpEx for the organisation. At this point, pitched InstaCC, a hosted contact centre solution. It is an IPcentric platform that provides unified contact centre services. While its hosted, it gives the customer complete control over marketing operations, irrespective of location, outsourced or captive contact centres. The insurance company evaluated solutions from other vendors, but it found Tata Communications InstaCC was miles ahead of its competition in terms of technology, leadership and experience. In April 2011, as a proof-of-concept, deployed InstaCC solution for 50 seats at the outsourced call centres in Mumbai and Chennai. InstaCC instantly delivers a single view of our service marketing operations explains their spokesperson. In addition, a recording archival server was deployed at the company owned data centre. This records and creates a repository of all calls, thus meeting IRDA compliance norms. InstaCC instantly delivers a single view of our service marketing operations. By meeting all the security requirements laid down by its Internal Security Group (ISG), the insurance company was convinced InstaCC was the way to go. In August it placed an order for 240 seats for its 3 outbound call centers across Mumbai and Chennai and later added another 220 seats. With a shorter implementation cycle, the insurance major is migrating most of their existing operations to InstaCC platform. The initial success of InstaCC is making us re-look at our existing call centre outsourcing strategy wherever data is exposed to outsourced partner. 3
The result The next generation contact centre has increased the productivity through automated functions and tools such as predictive dialler, automatic call distribution, recording and performance routing. Usage-based payment eases cost management Cost management is simple and easy with the pay-as-you-go model. There is no investment in infrastructure as InstaCC only needs a LAN and the agents to run the call centre. The technology and applications are hosted with. This gives intangible savings in start-up costs. Also, the opportunity cost is lower, as InstaCC is flexible to dynamically change the lead list to improve call connects. We pay for the number of seats and not for technology infrastructure. The cost reduction coupled with specific commercial benefits improves bottom-line significantly. Apart from the advantages of a managed service, we benefitted from maintaining the regulatory compliance, data protection and more control over our call center operations. the Insurance Company spokesperson further elaborates. Scales to meet business growth The dynamic and scalable solution grows along with the company. After sizing initial deployment, it upgrades seamlessly as business needs arise. Usually from December to March more seats are required for our customers as they need to file the taxes in India, which is when customers typically invest insurance linked tax saving instruments. With the new solution we are able to increase the seats in new call centres immediately. We were very impressed with our ability to add capacity quickly. It is easy to ramp up in peak seasons e.g. when taxes need to be filed, and then ramp down as per our business needs. Secures data Most importantly, data is secure and meets all IRDA regulations. The business intelligence stays with the Insurance Company. For maximum flexibility, deployed 3 campaign managers an application to manage business rules in outbound campaigns at the insurance company, without sharing the database with its vendors. The Insurance Company is assured that it has factually correct, tamper-proof, real-time and historical reports. Neither outsourced contact centre vendors nor the agents have access to our data, and yet campaigns have become far more effective. 4
Improves efficiency Based on a carrier-class platform with a centralized database, the solution offers unmatched features. With precise and on-time reports, the team saves few hours a day that were spent on manual collation. The InstaCC solution eliminates people dependency and the related time delays, bringing in greater efficiency in our contact centres. Summary Challenges Benefits Sharing the database was a cause for concern Meeting IRDA compliance rules was ineffective Prohibitive CapEx to build the contact centre infrastructure in-house Scale the application up or down almost immediately Eases cost management Ensures data security Increases contact centre efficiency with better collaboration and reporting The self-service solution eliminates people dependency, and the related time delays, bringing in greater efficiency in outbound contact centres. 5
Insurance company uses InstaCC to enhance collaboration and security, with minimal upfront costs An India Plot No C 21 & 36, G Block, Bandra Kurla Complex Bandra (E), Mumbai 400 098 Tel +91 22 6657 8765 Fax +91 22 6691 0000 North America 2355 Dulles Corner Blvd 7th floor Herndon, VA 20171, USA Tel +1 877 255 8282 Fax +1 703 547 6555 Europe 1st Floor, 20 Old Bailey London EC4M 7AN United Kingdom Tel +44 20 7029 9500 Fax +44 20 7029 9640 Asia International Pte Ltd Exchange 35 Tai Seng Street #06-01 Singapore 534103 Tel +65 6632 6700 Fax +65 6634 8570 2402 Bank of America Tower 12 Harcourt Road Central, Hong Kong Tel +852 3693 8888 Fax +852 3690 202 Australia King Street Wharf Suite 503, 35 Lime Street Sydney NSW 2000 Australia Tel +61 2 9299 2014 Fax +61 2 9299 2019 90 Matawan Rd 3rd Floor Matawan, NJ 07747, USA Tel +1 732 888 6700 Fax +1 732 888 6809145 1555 Rue Carrie-Derick Montréal, Québec Canada, H3C 6W2 Tel +1 514 868 7272 Fax +1 514 868 7234 Middle East & North Africa Hamdan Street, City Center Building, Block A, 2nd Floor, Office # 204 P.O. Box 41660 Abu Dhabi, United Arab Emirates Tel +971 2 626 6223 Fax +971 2 627 2624 131 Avenue Charles de Gaulle 92200 Neuilly sur Seine France Tel +33 1 41 43 4200 Fax +33 1 41 43 4209 Avenida de Europa 4, Bajo A Parque Empresarial La Moraleja 28108 Alcobendas Madrid, Spain Tel +34 916 57 48 90 Fax +34 916 62 06 79 Bettinastrasse 30 D-60325 Frankfurt am Main Germany Tel +49 69 97461 123 Fax +49 69 97461 149 For more information about InstaCC, visit www.tatacommunications.com About is a leading global provider of a new world of communications. With a leadership position in emerging markets, leverages its advanced solutions capabilities and domain expertise across its global and pan-india network to deliver managed solutions to multi-national enterprises, service providers and Indian consumers. The Tata Global Network includes one of the most advanced and largest submarine cable networks, a Tier-1 IP network, with connectivity to more than 200 countries across 400 PoPs, and nearly 1 million square feet of data center and collocation space worldwide. ' depth and breadth of reach in emerging markets includes leadership in Indian enterprise data services, leadership in global international voice, and strategic investments in operators in South Africa (Neotel), Sri Lanka (Tata Communications Lanka Limited) and Nepal (United Telecom Limited). Limited is listed on the Bombay Stock Exchange and the National Stock Exchange of India and its ADRs are listed on the New York Stock Exchange. (NYSE: TCL) 2012 Ltd. All Rights Reserved. and the Tata logo are trademarks or registered trademarks of Tata Sons, Ltd. in the United States and certain other countries. All other trademarks mentioned in this document are the property of their respective owners. 6