In-Force Customer Service (General)

Workflow Template

In-Force Customer Service (General)

Workflow Template

This workflow template illustrates the reception of incoming calls and requests from current policyholders to assist with account updates, payments, insurance policy inquiries, account modifications or status updates. Purchase and download this template in PDF, Visio (VSD) and PowerPoint formats. You can customize it to fit your own organization, or simply use it to better understand the In-Force Customer Service (General) process.

Related KPIs : Average Handle Time (AHT), First Call Resolution (FCR) Rate, Policyholder Services, Expense per Policy In-Force

What is In-Force Customer Service (General)?

In-Force Customer Service (General) is a process that involves the reception of incoming calls and requests from current policyholders to assist with account updates, payments, insurance policy inquiries, account modifications or status updates. This process includes the reception of customer calls, customer issue resolution (if the Customer Service Representative is unable to resolve the issue, escalation may be necessary) and account processing (all changes made to the account must be noted).

Download a Sample In-Force Customer Service (General)

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