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Name: Subhav Budhia

Roll No: 262


Batch: PGDM Fin 2012-14
Performance Reporting and Analytics of
Contact Centre Operations
Mentor: Mayuresh Karnik
Designation: Associate Director
Internship Period: 7 weeks
Location: HO, Mumbai
Project Domain: BI & Analytics


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Analytics
Presentati on Fl ow
Edelweiss Group
Edelweiss Tokio Life Insurance
Objective
Timeline & Process Flow
Dashboards
Submissions
Limitations
Key Learnings

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Edelweiss Financial Services
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Edel wei ss Fi nanci al Servi ces
Headquarter: Mumbai
Website: www.edelweissfin.com
Industry: Financial Service
Group Businesses: Credit including Retail Finance, Capital Markets & Asset Management, Commodities
and Life Insurance.
Group comprises of 52 entities including 43 Subsidiaries and 8 Associate companies
Revenue (FY13): Rs 16,707 M
Net Profit (FY13): Rs 1,277 M
Employees: 3,362
Market Presence: 224 offices across 109 cities in India and overseas
Market Listings: NSE: EDELWEISS; BSE: 532922
Edelweiss Tokio Life Insurance
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Edel wei ss Toki o
Li fe I nsurance
74:26 joint venture between the Edelweiss Group and
Tokio Marine
Objective is to enlarge Edelweisss retail footprint
Rs 5.5B start-up equity infusion
The Tokio Marine Group:
Founded in 1879 as the first general insurance company in Japan
With interests in Life, Non-Life, and Re-Insurance
Presence in 427 cities across 39 countries
Key focus areas:
Build a high quality and productive agency force
Reach out to existing Edelweiss clients
Banca tie-up with Catholic Syrian Bank in February 2013

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Edel wei ss Toki o
Li fe I nsurance
Incorporation Date: October 2011
Headquarter: Mumbai
Website: www.edelweisstokio.in
Industry: Life Insurance
New Business Premium (FY13): Rs 52 crores/ ~23000
policies
Business In-force (FY13): Rs 60 crores/ ~30000 policies
Employees: ~1200
Market Presence: 45 branches across cities in India
(expected to open 26 new branches in current fiscal
year)
Distribution Channels: 10 different distribution
channels
Competitors: Indiafirst Life, Star Union Dai-ichi Life, DLF
Pramerica LIfe
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Edel wei ss Toki o
Li fe I nsurance
Particulars FY 12* FY 13
New Business Premium (Rs cr) 11 52
Investment income (Rs cr) 42 46
Total Income (Rs cr) 53 98
New Business Policies 6600 ~23000
Branches 29 45
PFAs 825 3401
Employees 659 1,275
Products 7 20
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* Operations started from Oct 2011
Edel wei ss Toki o
Li fe I nsurance
Name Designation
Deepak Mittal CEO
Jun Hemmi Executive Director
Muralidharan R Chief Operating Officer
Yash Mohan Prasad Chief Agency Officer
SarjuSimaria Chief Finance Officer
AbhayTewari Appointed Actuary
Papiya Banerjee Chief Human Resources Officer
Yoshiaki Okabe Head Direct Sales
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Obj ecti ves
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To make a dashboard for the contact center of ETLI
To be proactive rather than reactive
To identify the trigger points for process re-engineering
Timeline & Process Flow
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Ti mel i ne
Understanding
Ops of CC
Understanding
database
Identify KPIs
and Metrics
Finalizing the
Dashboard
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Process Fl ow
Understand their work
and the environment
Session with Manager &
CPO-Officer
Session with employees
Team size 9
5 calls to be tracked
Timing: 8 am 8 pm

Understanding the
structure of the database
and the information it
contains


Service Measures
Efficiency Measure
Quality Measures

Master Dashboard COO
Detailed Dashboards
Associate Director and VP
Operations
Employee-wise
Dashboard Contact
Centre Head& SEs

Dashboard
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Submissions, Limitations &
Learnings
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Submi ssi ons
Data validation
Talk time
Incorporating human resource and finance data
Worst and best call of the week
Weekly rating chart for employee
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Li mi tati ons
More precise targets
Responses/ Feedback/ Queries Categorization
File size
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Learni ngs
Got an idea of visionary power of top management and how small things can
make big impact
Assuring contact centre team about the idea and making them receptive to the
changes
Importance of distribution partners and contact centre for an insurance industry
Power of data
Technicalities of MS Excel
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Thank You
Big Data & Analytics
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What i s Anal yti cs?
"It is a combination of business knowledge, computer science and statistics," says Pankaj Rai, Director of Dell's Global
Analytics division
Holistic approach that transforms information into insights and insights into business outcomes
Stage 1
What happened?
What is happening?
Stage 2
What will
happen?
Stage 3
What do I want
to happen?
Data Access
Data Reporting
Risk forecasting
Predictive
Modelling
Optimization
Strategy
I
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a
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V
a
l
u
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I n s i g h t s
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Future Industry Prospects
Source: Analyticsindiamag.com
Sexiest" jobs of the 21st century - Harvard Business Review 2013.
Sector will generate 4.4M jobs by 2015 worldwide Gartner
US alone would face a 50-60% gap between supply and demand of deep analytical talent by 2015 - McKinsey
Global data analytics services market stood at $500-550M in 2010, of which Indian service providers delivered $375M
(more than 70%)
25% of $2B that leading PEs and VCs have invested into big data analytics firms in 2011 has gone to Indian firms
The analytics segment in India was worth $2B in 2010 (70,108 people in over 100 firms); Expected to touch the $5.6B mark
by 2015 and will need 200,000 employees Nasscom Crisil Study 2010
Key Recruiters: Mu-Sigma, EMC, Latent View, HP, Google
Key Industry: Banking, Insurance, Retail, Telecom

Contents
Life Insurance Industry
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Current Scenari o
Source: Business Today Article, Mar 2013
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Current Scenari o
Source: Business Today Article, Mar 2013