Analysis of Call Center

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Overview
My firm was recently contracted to analyze the current effectiveness of a national insurance agency, particularly its call center. Within the original proposed contract, I will address several key issues. It is my intent that this practice will address and limit unpredictable behaviors, as well as unproductive commissions, especially with new clients.
Some changes are conducted to enhance organizational effectiveness, all within the context of the values and strategic framework in place. Incremental changes are a constant. These incremental changes include, but are not limited to, some organizational restructuring, new technology, or new personnel practices.
Working on personnel issues allows positive and lasting low cost change. For change to occur, management needs to ensure that it projects to its employees that they are valued and not just to be discarded. Successful organizational development results in (1) effective strategic and operational plans; (2) team development and effectiveness; (3) leadership development; and (4) added value, quality, competitive products, or services.

Health Care Industry Woes
Due to rising costs, increased competition, government regulations, and the emergence of consumer-directed care, the health insurance industry is experiencing vast amounts of pressure to reduce costs and improve service quality. Even though the current trend is to solve these issues with significant investments in technology and people, as well as outsourcing, health insurance companies still have difficulty answering basic performance questions such as:
• Which claim agents have the highest adjustment rate?
• Which providers/members call most frequently?
• Which members are most satisfied/dissatisfied with their health insurance customer service experience?
These questions are critical, and health insurance companies need to answer in order to gain and maintain a competitive edge. To remain competitive in a difficult economy, many

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