A leading private insurance company offering a wide range of long-term savings and protection products.
This client, a pioneer in the industry, was looking for a strategic partner to enhance their customer service operations and elevate the end-customer experience.
The client initially engaged Epicenter in 2013 for email support, starting with a pilot program of 18 FTEs handling 50% of their volume.
Impressed by Epicenter’s performance, they subsequently transferred 100% of their email support volume, solidifying a long-term partnership that has led to seven consecutive “Best Customer Service Partner” awards.
We provided comprehensive email support and other customer service channels, building a flexible and efficient operation that consistently exceeded client expectations.
Epicenter’s email management has exceeded our expectations. Their focus on quality and efficiency has significantly improved our customer communication and satisfaction.
The client sought an efficient customer service partner to manage email queries across India, prioritizing quality, experienced agents, and high First-Time Resolution (FTR) rates.
We delivered exceptional quality and performance, consistently exceeding the client’s expectations and resulting in a significant improvement in customer satisfaction.
Volume Managed
Increase in NPS
Adherence to TAT
Infosec Compliant
Providing prompt, accurate, and helpful responses to customer inquiries for life and group insurance
Efficiently handling complaints and resolving disputes related to mis-selling or refunds.
Creating personalized letters to address specific customer needs.
Handling complex issues requiring specialized attention.
Preparing accurate and compliant legal documentation.
Providing support for large corporate group insurance policies.