Driving Policy Retention & Upsells
Transforming traditional customer service centers into proactive, revenue-generating engines.
Project Overview
Featured Clients
ICICI Lombard, Niva Bupa
Service Area
Customer Experience (CX)
The Challenge
The insurance sector notoriously struggles with policy drop-offs at renewal time. Modern customers require in-depth, empathetic consultation to understand their complex health and general insurance needs, rather than robotic, script-based sales pushes that cause friction and churn.
The IBI Solution Methodology
Phase 1: Empathetic Training 01
We overhauled standard support models by transitioning to a consultative CX approach. We heavily invested in advanced agent training, specifically targeting professional communication, active listening, and soft skills.
Phase 2: AI-Driven Analytics 02
We introduced an AI-driven analytics component to monitor customer interactions and sentiment in real-time, allowing us to continuously optimize service quality and predict churn triggers.
Phase 3: Proactive Engagement 03
Armed with advanced tools and compliant CRM systems, our agents effectively conducted proactive "health check" calls, seamless policy servicing, and highly strategic renewals.
Measurable Impact Dashboard
Massive Retention
Drastically improved policy retention rates across four major insurance providers through proactive care.
Revenue Engine
Successfully executed cross-selling strategies, turning service interactions into direct revenue streams.
Consistent CSAT
Consistently maintained the company standard of exceptional customer satisfaction across all partner accounts.
Ready to transform your support center into a revenue generator?
Elevate Your CX