Our services
Tele-interviewing: case studies

1 – Reviewing an outsourced tele-interview process

SelectX was commissioned by a large UK insurer to review a pilot tele-interviewing project in which the process was outsourced.  We listened to calls, checked the summaries prepared by the interviewers and examined underwriting decisions made on the cases concerned.

We:

  • Concluded that in the main the pilot exercise had been very successful

  • Highlighted some cases in which the insurer’s underwriters had been over-cautious, thus identifying a need for training in interpreting tele-interview outcomes and subsequent decision-making

  • Made several suggestions to the outsource firm about how it could improve its interview technique and production of interview summaries.

    2 – Implementing tele-interviewing

    During the overhaul of its new business a prominent UK insurer asked SelectX to oversee the introduction of tele-interviewing. This entailed:

  • Specifying a pilot project

  • Reviewing the outcome including validating underwriters’ decision-making and assessing the cost-benefit relationship

  • Writing interviewer scripts and adviser communications

  • Preparing drill-down question-sets for a comprehensive range of risks

  • Identifying the profiles required of candidates for two grades of tele-interviewers

  • Designing and conducting an initial interviewer training plan.



The insurer successfully introduced tele-interviewing as part of its mainstream new business process, and was able to do so quickly and confidently.