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Process Optimization Consultant - BPO

  • 10-15 Hrs/Week
  •  On-Site - Delhi / NCR
  • 3 months
  • Project posted on: 17/11/2023

Process Optimization Consultant - BPO

  • Strategy and Business Development
  • Strategy development
  • Business planning processes
  • Business development

On-Site - Delhi / NCR

10-15 Hrs/Week

3 months


Assignment Details

Our client is a prominent Indian Health Insurance company operating a substantial call center dedicated to acquiring new retail customers for their health insurance (Mediclaim) products.

Project Scope:
The client seeks a qualified consultant to conduct a comprehensive audit of their call center operations. The Consultant should cover all aspects, including technology tools, processes (hiring, training, monitoring, and recognition & rewards for employees), LMS (Learning Management System), lead scoring and allocation tools, lead management, and customer engagement.

Key Deliverables:

A. Strategic Audit: Thorough examination of call center operations related to the acquisition of new retail customers for health insurance products.
B. Technology Assessment: Evaluation of the technology tools employed in the call center, focusing on their effectiveness and alignment with industry standards.
C. Process Evaluation: Assessment of hiring, training, monitoring processes, and the recognition & rewards system for employees.
D. LMS and Lead Management: Review of the Learning Management System and the efficiency of lead scoring and allocation tools.
E. Customer Engagement Analysis: Examination of customer engagement strategies implemented within the call center.
F. Conversion Rate Improvement: Provide strategic recommendations to enhance the conversion percentage of leads obtained through various digital marketing activities, encompassing both organic and inorganic search leads.

Success Metric:
The primary success metric for the project is the improvement in the conversion percentage of leads and the overall increase in the acquired topline, particularly from digital marketing initiatives.

Location: Delhi NCR Onsite
Capacity: 2-3 days onsite, remaining remote
Duration: 3 months

Skills Required

1. Operational Leadership: Proven hands-on experience in actively managing sales call centers. Demonstrated success in executing strategic projects for call center process optimization.
2. Experience and Expertise - A minimum of 10 years of professional experience. Background in the financial services industry, with a preference for expertise in health or life insurance.
3. Industry Knowledge: In-depth understanding of the dynamics within the financial services sector.
4. Technology Proficiency: Proficient in various technology tools commonly used to manage and optimize call centers. Familiarity with cutting-edge data management tools in the industry.
5. Strategic Vision: Proven ability to develop and implement strategies that enhance call center efficiency and productivity.
6. Demonstrated ability to adapt to evolving technologies and industry trends.
7. Communication Skills: Excellent communication skills, both verbal and written, to effectively liaise with teams and stakeholders.

About the Client

Leading Health Insurance Company


BPO & KPO Services

Minimum Experience:

12+ years

Additional Skills:

  • BPO
  • KPO
  • Insurance
  • CRM (Customer relationship management) systems
  • BFSI
  • Process Improvement
  • Process Optimization
  • Sales Training
  • Customer Management

No of open positions:


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