SCENARIO:
Our client, a nationally recognised insurer, required support to deliver it’s first notification of loss (FNOL) process. Thanks to impeccable delivery and management, Huntswood was invited to support the offshoring of a number of more complex processes. We delivered the engagement while undertaking several resource ramps, which were controlled and resulted in no degradation of service.
We provided 46 FTE and management within a four-week lead time for the delivery of FNOL. To staff the additional service lines, we undertook five ramps of 25 FTE (on average). Each ramp was executed within three weeks, including identification, interview, referencing and vetting and deployment.
We worked with our client to transfer third party intervention, third party property damage and recoveries work to the team. We then took on personal injury and policy fraud analysis. Each time we undertook a ramp, despite the growing complexity of the work, quality and productivity was maintained, and operational improvements continued to track positively.
Our team was responsible for a 10% reduction in abandon rates and a significant reduction in AHT across its calls. This led to us tracking at c.10% more productive than the client’s BAU teams, achieved alongside our take-on of new work types.
We deliver flex and operational resilience for short and long-term requirements through: market leading time-to-hire, going beyond our forecasting process to deliver additional capacity at short notice and a range of overproduction and overtime incentives.
