In 1998 the Hartford Financial Services Group, Inc., a US Investment and insurance company, set up a call centre, the Hartford Customer Services Group, to handle calls for third-party clients related to healthcare issues for seniors with an initial focus on customer service. By 2004 the centre had expanded to meet bilingual, telecommuting and flexibility demands. To meet customer needs for bilingual capability the company grew its number of bilingual customer service representatives (CSRs) from ...

BPIR Categories

9.2.1 Analyse, design, or redesign work
9.10.1 Retain human capital

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