Background
A life insurance company faced challenges in collecting overdue premium payments from policyholders. The existing call center team handled outbound collections but struggled with low recovery rates, high customer complaints, and inefficient processes.

Key Issues Identified

1. Low Recovery Rates – Only 35% of overdue premiums are collected within 90 days.
2. High Customer Dissatisfaction – Policyholders complain about aggressive collection tactics.
3. Inefficient Call Routing – Agents lack proper segmentation (e.g., high-risk vs. low-risk cases). 
4. Lack of Automation – Manual dialing and follow-ups lead to wasted time. 
5. Regulatory Compliance Risks – Some agents fail to adhere to debt collection laws (e.g., FDCPA, GDPR).

Proposed Solutions

1. Customer Segmentation & Prioritization:
   Segment policyholders by payment history, policy value, and reason for non-payment, and prioritize high-value accounts for immediate follow-up.
2. Improved Call Center Technology
   Implement an auto-dialer with predictive analytics to optimize call timing, integrate CRM and payment systems for real-time updates, and use AI chatbots for initial reminders before live calls.
3. Agent Training & Soft Skills Development
   Train agents in empathetic communication, optimize scripts for compliance and professionalism, and conduct role-playing exercises to handle objections effectively.
4. Compliance & Legal Safeguards
   Implement automated compliance checks to ensure regulatory adherence and conduct regular audits of call recordings to detect violations.
5. Payment Flexibility & Incentives
   Offer payment plans for financially distressed customers and provide discounts or loyalty benefits for on-time payments