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The Power Of Feedback

A common theme Trindent sees in our financial services engagements is time lost to excessive rework at the end of an application process cycle.  In an insurance organization, multiple hand-offs between departments occur as a regular part of the cycle, from the intake of new applications to the final issuing of a policy.  However, one… read more →




What Came First, The New Application or The Follow-Up?

As an insurance company leader, do you ever wonder if your new business department spends a disproportionate amount of time doing follow-ups on existing customer applications rather than focusing on processing new ones?  This imbalance is a common pain point Trindent Consulting has observed in their engagements with large insurance firms.  Client data shows us… read more →




Watch Out For Waste In Repetition

Those of us who have dealt with the day-to-day operations of an insurance company know how repetitive some of the process tasks can be.  While in many cases, this is necessary for quality assurance, there is good reason why the repetition has earned notoriety.   As Trindent often sees on engagements in the insurance industry, sometimes… read more →




Time Is On Our Side

“Time is on our side…” proclaimed Mick Jagger of the Rolling Stones.  Depending on how easily you recognized that song, you may or may not agree and there may or may not be much you can do about it.  However, if you are running back-office operations more than likely time is not on your side…. read more →




The Path To Turnaround Time Improvement

We’ve all used John Ray’s adage, “Haste makes waste” to demonstrate that doing something too quickly causes mistakes and results in the waste of time, effort, and materials.   And we’ve all experienced situations where we were asked to “work faster” only to subsequently face quality problems.   Similarly, many organizations who strive to eliminate waste… read more →




Managing Customer Expectations To Control Call Center Volume

A common KPI for financial industry contact centers is the Service Level, whose targets can be found in the Service Level Agreement (SLA) committed to customers.  The SLA aims to maintain a certain level of service, and its targets are expressed as a percentage of inbound calls answered within a given timeframe (e.g. 80% of… read more →




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