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Business Continuity for Call-Center Operations: Case Study

3 minutes, 39 seconds read

Coronavirus outbreak has led to prolonged lockdown in several countries, which has crippled many back-office operations. The Government of India imposed a nationwide lockdown (currently 40 days). Because of travel restrictions and health concerns, customer queries are increasing exponentially. Companies dependent on call-centres are struggling to deploy work from home solutions and their business continuity plans. 

Most companies are not prepared for work-from-home arrangements, but there are exceptions. Those with the right strategy and timely action are able to keep their business operationally afloat. Before we delve into the case study, let’s take a quick look at the current situation of call centres.

COVID-19 is testing call-centre businesses. How?

Voice-services are facing a tough time transitioning to a work-from-home model. Companies are not willing to allow access to private and sensitive data outside of the protected office premises. 

Teleperformance, a specialized omnichannel customer experience management company, was able to allow mobility to only 50% of its employees by the first week of April (2nd week of lockdown). The company aims at managing 66% of operations remotely by mid-April. 

This raises a question — why not 100%?

Most of the companies lack the digital infrastructure and a rigid business continuity plan. For instance, the airline business relies heavily on call-centres. After coronavirus outbreaks and resulting lockdowns, most of the call-centres failed to respond to increasing customer queries. To continue communication with customers and support them in whatever ways possible, many airports turned to social media. Delhi’s Indira Gandhi International Airport had over 3.5 million social media engagements during the period.

But, what’s the major limiting factor for adopting virtual call-centre models?

Virtual call-centre adoption challenges

Theoretically, technology can simplify call-centre operations with mobility solutions. But mobility requires an uninterrupted internet connection and developing countries like India struggles for it. Telcos are surely rushing to fill the gaps in customer communications; the fact is— only 2-3% of Indians use wired broadband and the majority of users rely on mobile data. 

The Telcos infrastructure here is designed and built to operate on 75% network capacity utilization. But, due to lockdown, many cities are witnessing 90-100% load capacity and circles like Karnataka are stretching beyond 100% capacity. The country’s inadequate telcos facility is also a limiting factor for setting up virtual call-centres.

Migrating from traditional to virtual operations (ensuring workplace mobility) will require moving the core systems to the cloud. During times like this, the frailed supply-chain defies the thought of procuring devices to achieve 100% mobility.

Despite the aforementioned challenges, some voice-service extensive organizations managed to seamlessly implement mobility at work. 

[Related: Enterprises investing in Workplace Mobility Can Survive Pandemics]

Ensuring call-centre business continuity during a lockdown: a case study

India’s Leading Health Insurer— Religare demonstrated its preparedness against the COVID-19 situation. A major part of the insurer’s customer servicing relies on call-centre based communication, which would have become operationally impossible amidst the ongoing lockdown. To respond to this critical situation and remain operationally afloat, Mantra implemented a call-centre mobility solution with quick turn-around time.

In a typical call centre, the team leader manages and supports callers to handle customer queries. Now that the workforce is operating remotely, the critical question before the company was how to make information available to the callers.

A new virtual call-centre (computer telephony/dialer) system was implemented in the organization’s Lead Management System, which manages the complete customer journey. Through this cloud-based solution, the necessary information is always available to the caller, also eliminating dependencies. 

Companies are sceptical to allow access to private data outside of on-premise systems. To ensure information security and privacy, the new call centre application allowed only required caller IPs, service APIs and Dialer APIs for remote access to the platform.

[Related: The impact of COVID-19 on the global economy and insurance]

Merits of the case

40% of businesses do not reopen after a disaster. Of those who do, 25% reopen and fail. The main reason is firms are unprepared to withstand the short and long term effects of severe business disruptions. 

That’s why leaders emphasize on business continuity plans (BCP).
The benefits of BCP abstracts to –

  1. Protecting the safety of employees.
  2. Maintaining customer service by minimizing interruptions of business operations.
  3. Protecting assets and brand.
  4. Preventing environmental contamination.
  5. Protecting the investment and leveraging the chance to survive and thrive post-disaster.

To secure operational continuity, organizations need to proactively invest in digital workplaces that remain virtually uninterrupted even during Pandemics. 

Do you need help in ensuring business continuity? We’re listening to you. Write to us at hello@mantralabsglobal.com.


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[Interview] Mr. Alex Jimenez | Digital Customer Experience in Covid-19 Times

7 minutes read

The COVID-19 pandemic has brought upon an unprecedented change in our daily lives and routines. Consumer behavior is changing constantly. Lockdowns and social distancing have led to huge losses for businesses across industries. The world is heading towards an economic slowdown. Under these circumstances, organizations are facing many challenges to keep their businesses going. Insurers too are facing similar issues. Some insurance lines such as motor, travel, home have suffered a business loss due to low demand.

To understand the impact of this crisis, especially in the USA, we interviewed Mr. Alex Jiminez, Strategy Officer at Extractable from California, and learned more about creating better digital customer experiences in these testing times. 

Extractable is a strategic consulting, design, and data analytics agency focused on the future of financial services. His other recent experience includes leading technology strategic planning for the office of the CIO, at Zions Bancorporation, and managing Digital Banking and Payments Strategy and Innovation at Rockland Trust. Alex has been named to several industry influencer lists in the areas of FinTech, RegTech, Blockchain, InsurTech, Innovation, and Digital Marketing. He has been featured in the Irish Tech News and the Independent Community Bankers of America’s (ICBA) Independent Banker.

Connect with Mr. Alex Jimenez – LinkedIn

The excerpt from the interview:

The impact of COVID-19 pandemic in the financial services industry

What is the impact of COVID-19 pandemic in the financial services industry, and how is the industry responding to the ongoing crisis in the US?

In the wake of the current crisis, organizations are more focused on keeping the operation going, trying to set-up work stations for remote working, dealing with customers and working with them over digital platforms. But very few are focusing on the future which is preparing for the after-effects of this pandemic on the economy. 

In-person communication is still an important mode of interaction with customers in the US banking sector. But now the issue is how to provide good services to clients? Some of our customers are going to experience digital models for the first time. 

Organizations that have well-defined Digital Strategies and Customer-First approach will be able to provide good support to their customers. Organizations that are late into this space are more likely to face problems in the future.

[Related: The Impact of Covid-19 on the Global Economy and Insurance]

Changing customer preferences

How can companies reach out to their customers in this New Normal world?

We have already started to move towards a digital-centric world which is just going to accelerate. We will see businesses who have earlier ignored their digital capabilities will now build more on them. 

The first video call was invented in the 60s and was not so appreciated as everybody thought it was expensive and complicated. Today we have FaceTime, Zoom but adoption has not happened on a larger scale. But this will soon accelerate. Customers will be comfortable dialing into a video chat with their Insurance agent. 

I don’t believe there’ll be a New Normal. For example, in the US after 9/11 people thought that life will never get back to normal but except for rigorous security screening at the airports, there hasn’t been much change in the behavior. 

In Israel, amidst all the constant disturbance, people in Tel Aviv and Jerusalem are living normal lives. There’ll certainly be some specific changes post the pandemic such as more adoption of digital technologies, more focus on customer needs but I believe there won’t be an entirely new world with a drastic change in consumer behavior.  

The need for personalization

What are some Attention hacking lessons for Insurers operating in ‘the New Normal’?

We are moving towards the personalization of products in general. Generally in Life Insurance, we insure people based on their date of birth or medical history. But what if we insure people based on their behavior? If we did that, would people change their more risky behavior to get a better rate? A non-smoker can be given a better rate as opposed to a smoker. If we get down to individuality, saying that this is your individual (your own) rate; it makes a difference. 

There is a lot of data available and AI is needed to mine that data and derive analytics. Just by building a relationship with customers, we are not doing a great job with personalization. It’s important to apply a human touch to the communication which makes customers feel like you know them. Thus, retaining their attention.

Digital customer experience in Insurance

For the insurance industry, what steps can help in delivering the right digital customer experience in terms of UX and visual design?

A lot of organizations practice Design Thinking but Financial Services don’t. They are of the opinion that they know what is needed as they themselves are customers and they have data from the surveys. But that’s a wrong approach. Design Thinking is about empathy. It is important to get into the shoes of your clients to design better solutions.

To enhance digital customer experience, Insurers need a thorough understanding of users — who are the ultimate clients, their needs, what they expect from this experience, etc. After comprehending how they engage with technology and financial services, start venturing into the solution and test the solutions with actual users.

Innovations in the financial services industry

What technology-based innovations are being explored within the financial services industry? And, do you see AI playing a role in the short term? 

AI has already affected Financial Services in a positive way and will make it better. In insurance, IoT has been very impactful and will continue to be. Some applications have already been applied in reality like sensors in cars to detect speed and ensure that you are under the speed limit. This helps in getting reduced premiums. 

However, some basic processes are still done in the old school way of shuffling papers. Straight though-out processes have not yet happened. Now RPA is being applied to this but it is more like a band-aid. What is more important is how we can build processes through true automation with AI.

[Related: 5 Insurance Front Office Operations AI Can Improve]

Adoption of AI in Insurance

Speaking about more adoption of technologies, do you think there’ll be more investment in AI now?

Absolutely! We have already seen that investment in technologies like AI, cloud computing, quantum computing has been ramping up. Businesses will invest much more in AI than before. It might be for better decision making, underwriting, understanding the behavior of clients, etc. Also, from a marketing standpoint, financial services have never focused much before but will now invest in AI for this area too.

[Related: How is AI extending customer support during COVID-19 pandemic]

In your recent article in Extractable – “Deploying third-party financial service technology to mitigate crisis” you talk about what tech vendors are doing wrong. Please expand on how to encourage resources to be innovative change agents?

There were two points that I made in the article-

First is about what companies are doing incorrectly when it comes to innovation. Risk management is consulted only after developing the product. The product release is stalled until the legal compliances are adhered to. Instead, companies should involve the risk management at the beginning of the process (while defining the problem and solution). Involving risk management at every step of the innovation process will make it much easier to push out innovation.

The second was about vendor management. Many small vendors such as tech vendors, InsurTechs want to sell solutions to financial service companies but are often surprised by the tedious vendor management process. There’s a lot of documentation. Once the first process of selling is done, vendors should package the documentation in a way that when the next prospect asks for it, the due diligence package is ready to offer. 

Read article – Deploying third-party financial service technology to mitigate crisis 

Wrapping up

Alex shared interesting insights on how Design Thinking and Visual Design can create better digital customer experience. The design vertical at Mantra Labs too believes in the same and has designed UX for various applications for its customers. Here’s an article to understand the role of Customer Experience (CX) and User Experience (UX): Creating Amazing Digital Customer Experiences

[Also read: [Interview] Mr. Andrew Warburton | The New Normal in Insurance]

AI is going to be essential for Insurers to gain that competitive edge in the post-pandemic world. Check out Hitee — an Insurance specific chatbot for driving customer engagement. For your specific requirements, please feel free to write to us at hello@mantralabsglobal.com. 


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