Investigation On Business Process Reengineering For The Call Center Of Insurance Company

In China,call center has a history of more than ten years of development,more and more enterprises realize the importance of construction of a call center.Call center was introduced into China at the beginning of the Chinese insurance sector.According to the times,customers urgently demand service with individualized and differentiated.Every insurance company has to position its future markets,change the functions of call center,and strengthen the construction of a call center,which will be of great importance to speed up the development of insurance enterprises.The call center,established by Z insurance company Jiangsu branch,exhibits higher quality of service,business,and employee than the others call centers amidst Z insurance company.However,the call center shows disordered business process,low work efficacy,and unsuccessfully human resource yet.The call center is in a low level of development,which does not match with the requirement of quickly increased business.In the mean time,the State Council and the Jiangsu Provincial Government issued several opinions one after another to speed up the development of modern insurance services,which brings opportunities for the development of insurance enterprises.To implement the strategic developing purposes,the call center reforms key business processes,human resources management,salary structure,information construction,and culture construction.Furthermore,the call center achieves expanding functions,creating fairly competitive environment,improving the staff salary,forming team culture,and improving the overall performance of the call center.The problems in the call center are analysed by the theory of Business Process Reengineering(BPR),and BPR is applied to the call center with satisfying results.By BPR on dispatching claims,appeasing customer' complaints,calling customer for evaluation,and summing up data,the call center decreases labor costs,running costs,and running risks.Moreover,the call center strengthens the risk management of claims.BPR improves the work standard and accuracy of the call center,which increases not only the success rate of phone calling and calling back but also the attitude toward service.The call center will maintain the effects of BPR on the call center by repositioning its functions,adjusting human resources and salary structure,using information technology,and reshaping culture of sector.After BPR on the call center,opinions of the operators are collected by questionnaires in order to know whether they are satisfied and backing with the results of BPR.Furthermore,suggestions of the operators are recruited by questionnaires,which will strengthen and hold the efficacy of BPR.Finally,BPR on the call center be built a foundation for Z company Jiangsu branch,and the development of company and employees be achieved as a long term purpose.