Case study · A leading Indian insurance company
More empathetic customer conversations for a major insurer
Rapid eLearning with role-plays and real-time feedback, delivered in three months, which led to 20% fewer call escalations and a 15% rise in customer satisfaction.
20%fewer call escalations
15%rise in customer satisfaction
30%improvement in empathy scores
The client
An Indian insurance company serving millions of customers across a wide product range, with large customer-service teams handling sensitive conversations every day.
The challenge
The company wanted its customer-service staff to communicate with more empathy, clarity and consistency, especially during claims. The project had real constraints:
- Long, dense existing training modules
- Complex product and claims information that had to stay accurate
- A tight three-month window to deliver the full course
- A cost ceiling, with no compromise on learning value
The solution
- Rapid eLearning to control cost and timeline.
- Microlearning: long modules broken into short, focused lessons.
- Role-play scenarios on sensitive calls, with real-time feedback and de-escalation techniques.
- A hybrid agile and waterfall delivery model, so reviews ran in parallel with production.
The results
| Measure | Result |
|---|---|
| Call escalations | −20% |
| Customer satisfaction | +15% |
| Empathy scores | +30% |
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