The initial business driver for the project was to reduce the amount of overtime, increase agent productivity, improve planning and reduce backlog across several back-office teams, including; new business, claims, underwriting, policy amendments and quality. In total over 100 FTEs were employed.
To support the digitisation of the front office, the operations management team needed a more accurate way of collecting and analysing incoming work, together with team and agent activities.
The business used in-house developed spreadsheets to record agent productivity based on the manual recording of agent activity. The analysis, however, solely measured the number of cases closed by individual agents. It was believed that additional capacity was available within the teams but there was no means of capturing how time was being spent.
The information available to management only itemised the agent who ultimately closed a case, even though the case itself may have been worked on by one or more other agents. Consequently, agents who worked on more cases than they closed were allocated a lower productivity rate than they deserved, which in turn had an adverse effect on morale.
About Philam Life
The Philippine American Life and General Insurance (Philam Life) Company is the country’s premier life insurance company. Established on 21 June 1947, Philam Life has earned the trust of customers for its financial strength, strong brand name, and ability to deliver on its promises. Philam Life has PHP236.4 billion in total assets as of 31 December 2015 and has delivered timely payouts of over PHP10 billion in education benefits (2004-2015) and over PHP131 billion in insurance benefits (1950-2015), while serving close to 600,000 individual policyholders and over 2 million insured group members.
Philam Life understands the real life needs of its customers and provides the right plans and the right solutions including life protection, health insurance, savings, education, retirement, investment, group and credit life insurance. It also offers bancassurance and fund management products and services through its subsidiaries – BPI Philam Life Assurance Company (BPI-Philam) and Philam Asset Management Inc. (PAMI). Philam Life is a member of AIA Group Limited, the largest independent publicly listed pan-Asian life insurance group. www.philamlife.com