Once these processes were stabilized, the team moved to optimize and continuously improve them by training (and cross-training) agents and assistants. Boosting operational agility and efficiencies, accelerated its innovation agenda, redefined the customer experience and drove sustainable growth.
What Accenture did
People and culture
Reduced average handling time for all insurance processes by over 20%.
Cut the turn-around time for claims recovery by 30%.
Processed 99.84% claims within specified turn-around time.
Achieved 99.99% payment accuracy.
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