A leading UK insurance firm partnered with Huntswood to implement a universal agent model to support its first notification of loss (FNOL) process and other complex operations. The engagement required rapid scaling, multi-skilling, and process optimisation without compromising service quality.
The Challenge:
The client needed to:
- Deliver a seamless FNOL process while offshoring complex operations
- Scale resources quickly to meet demand without service degradation
- Improve flexibility and productivity through multi-skilling
- Maintain high customer satisfaction and operational efficiency
Our Solution:
Huntswood introduced a universal agent model supported by robust training and operational controls:
- Resource deployment: scaled to 260 FTEs to manage multiple business lines
- Business expansion: added six additional business lines, increasing operational scope
- Efficiency improvements: reduced average handling time (AHT) by 214 seconds
- Flexibility and productivity: Delivered 35% productivity increase and improved multi-skilling capability
- Customer experience: achieved a net promoter score of c.60, supported by empathetic and efficient service
The Results:
- 75% first contact resolution (FCR) rate, improving customer outcomes
- 35% productivity increase, driving operational efficiency
- c.60 NPS score, reflecting strong customer satisfaction
- Increased flexibility and resilience through multi-skilled teams