Case Study

Achieving Rightshoring Savings and WFM Enhancements for Insurer

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Overview

A global insurance and financial services provider needed a scalable support model to improve claims handling, strengthen compliance, and reduce operational costs. ContactPoint 360 implemented a right-shoring strategy, centralized workforce management, and standardized case management processes to enhance operational visibility, accelerate claims turnaround times, and deliver measurable cost savings without compromising regulatory rigor.

Key Highlights

Rightshoring strategy created a centralized support center of excellence

Standardized workforce management improved service consistency

Dedicated teams streamlined claims handling and case processing

Compliance frameworks embedded into training, QA, and SOPs

Technology roadmap introduced dashboards and quality monitoring tools

Challenges

Shortage of technically skilled agents created operational bottlenecks

Strict compliance and regulatory documentation requirements

Workforce management limitations slowed turnaround times

High operating costs required a sustainable efficiency model

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Result That We Provided

The implementation of our solution resulted in significant improvements across key performance indicators:

20%

Projected cost reduction through rightshoring strategy

0

Compliance breaches or escalations across operations

Faster

Case handling turnaround, accelerating claims assessment and payment

100%

Quality monitoring coverage across calls and emails

Improved

Operational visibility through centralized WFM

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