Hi Team,

 

What could be a probable methodology in this world of ever changing dynamics of thousands of Corporate Accounts being managed by hundreds of SPOCs in the field of servicing quantity with quality as a Health Insurance TPA unit?

 

The reason for asking this question is to understand the pulse of the requirements which happens to be so laterally wide spread, to be unified under one umbrella to make it applicable for change management methodology.

 

Just an overview on the topic will suffice since we are dealing with sensitive and emergency protocols that requires SLA compliance to both Quality & Quantity...

 

Thanking in anticipation.

If I followed you correctly , You're looking for a proven methodology that helps to meet the SLA ( Both Quality & Quantity ) inline with your predefined protocols for a constantly changing customer requirements from Heath Insurance accounts ?

Hi,

Yes, somewhat correct.

Regards.

Even I'm eager to know such methodology. If such a problem given to me, I'll go through the service history to know about the best practices & opportunities and start working on reducing the variation between the support. I'll do dip check at regular intervals to identify the gaps between SOP and Support Understanding for solving a query which improve the Quality of Service with better TAT.  Ill create a Internal Reference Data Management System which helps the support to contact the right person/data on time for resolving a query which inturn improve the TAT time. May be we can incorporate several such procedures to get it done if there isn't one proven methodology. If it's working fine , we can standardize it and create our own template ( re-visit at times ) and use it.