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CSR Insurance application for leading US Insurance company




One of the largest diversified insurance and financial services organizations based out of US


As an essential part of the modernization program to improve the employee experience, the client wanted to implement Contact Center. This program aimed to achieve system efficiencies and business growth through customer satisfaction and quality deliveries. In addition, the client wanted to build and implement a unified user-centric system for CSR representatives while seamlessly integrating it with the IVR system to automate most manual processing.



  • Built Contact Center over PEGA CSR framework for insurance systems
  • Enabled system integration to Unitrac (the legacy system that stores loan data) using REST connectors
  • Case creation through channels like IVR, Non-IVR, Chat (web chatbot), and Email Listeners

Handled servicing of Multiple Loans from one calling Party for the following scenarios:

  • Lender/Insurance Carrier calls for updating/verifying multiple loans
  • Borrower calls for updating/verifying multiple loans on their name


Improved productivity & quality handling:

  • Capacity savings of 25 FTEs/985,000 annually
  • Reduced call handle time to 5 minutes 30 seconds.
  • Reduced employee training time from 2 weeks to 1 week.
  • ­ Eliminated post-call work to less than 1%

Enhanced employee experience:

  • Turnover at 25% or less (industry average at 33%)
  • Improved employee satisfaction rate to 50% or higher (industry average at 47.63%)

Improved borrower and client satisfaction:

  • Consistently handled 85% of interactions within 60 seconds
  • 90% or higher caller satisfaction
  • 95% of employee’s meetings or exceeding quality audits