Quality & Customer Experience Modules

Understand key models, theories and tools to simplify your processes and ways of working. Consider the opportunity to improve by applying CI principles to how you plan, schedule and manage resources.

Kat McCarron at Hiscox

Published on 10 April 2024

Kat McCarron at Hiscox

2024 Planning Awards

Kat led initiatives to enhance planning for admin and outbound calling, improving efficiency and customer service. By scheduling dedicated admin time and implementing an outbound booking tool, agents experienced reduced pressure and increased productivity. Collaboration with the operations team streamlined referrals, while understanding underwriters’ workload improved processes and built stronger relationships.
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