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Elevate service. Reduce friction. Build a modern intake and service operation that scales.
Elevate service. Reduce friction. Build a modern intake and service operation that scales.
Insurance organizations today face growing customer expectations, rising service volume, and increasingly complex multichannel workflows. BridgeOps Advisory helps build the operational systems, intake workflows, and performance disciplines needed to deliver consistent, high-quality customer experiences.
With 30+ years leading multi-site, multi-channel contact centers and FNOL operations, BridgeOps provides practical, execution-focused support for carriers, MGAs, TPAs, agencies, and BPO partners.
What We Solve
What We Solve
Organizations typically engage BridgeOps when they are experiencing:
Rising handle times, long hold queues, or missed SLAs
Repeat contacts and low first-contact resolution
Workflow inefficiencies across phone, email, chat, and digital queues
FNOL bottlenecks, rework, or inconsistent intake quality
Inconsistent QA oversight or outdated coaching systems
Vendor/BPO performance issues or unclear governance
Lack of visibility into KPIs, staffing models, or capacity planning
Painful onboarding or slow ramp-to-productivity for new hire
How BridgeOps Works With You
How BridgeOps Works With You
The BridgeOps method is grounded in input-driven operations, Lean problem solving, and leader standard work. Rather than chasing lagging metrics, we focus on the levers that actually move performance:
Simplifying workflows and reducing non-value-add steps
Installing clear accountability systems (QA, scorecards, coaching loops)
Strengthening WFM discipline and forecasting accuracy
Improving adherence, efficiency, and customer experience outcomes
Modernizing FNOL and intake processes across channels
Stabilizing BPO/vendor performance and reducing cost-to-serve
You get a practical, data-backed roadmap—not a theoretical report.
Service Offerings
Service Offerings
Contact Center Performance Assessment (4–6 Weeks)
Contact Center Performance Assessment (4–6 Weeks)
A structured diagnostic of your current operation, including:
• SLA performance and operational rhythm
• QA programs, calibrations, and coaching routines
• Handle time, repeat contact drivers, and workflow gaps
• WFM modeling, staffing alignment, and shrinkage planning
• Leadership routines, huddles, and scorecards
• Technology alignment (CRM, CCaaS, routing, automation)
Deliverable: A prioritized roadmap with quick wins, structural fixes, and a 120-day execution plan.
FNOL Modernization & Intake Redesign (6-12 Weeks)
FNOL Modernization & Intake Redesign (6-12 Weeks)
Optimize the first critical moment of the claims experience.
• Map and redesign intake workflows
• Improve digital + telephony integration
• Reduce after-call work and rework
• Modernize knowledge base and SOPs
• Enhance task routing, triage, and prioritization
Deliverable: A future-state FNOL model, implementation sequence, and supporting tools.
BPO Vendor Performance & Governance (4-6 Weeks)
BPO Vendor Performance & Governance (4-6 Weeks)
Strengthen partnerships, improve SLAs, and reduce friction.
• Redesign SLAs and balanced scorecards
• Implement QBR routines and performance governance
• Establish calibration systems for quality consistency
• Conduct cost-to-serve and operational alignment reviews
Deliverable: A comprehensive vendor management operating model and cadence.
Agency/TPA Service Center Build-Out (6-12 Weeks)
Agency/TPA Service Center Build-Out (6-12 Weeks)
For agencies and TPAs growing beyond 10+ service FTE.
• Staffing and WFM models for growth
• Intake and service workflow design
• Training paths and onboarding design
• QA programs and team lead routines
• CCaaS/CRM stack recommendations
Deliverable: A fully operational service center strategy with templates, dashboards, and leader playbooks.
Why BridgeOps Advisory?
Why BridgeOps Advisory?
• 30+ years of contact center and claims leadership
• Hands-on experience leading 500+ FTE multi-channel operations
• Proven success improving QA, SLA, adherence, and CSAT/NPS
• Deep P&C industry expertise across carriers, TPAs, and agencies
• Strong BPO governance background with onshore/offshore partners
• Lean Six Sigma foundation for repeatable, sustainable improvement
You work directly with a senior leader who has built and led these environments—not a theoretical strategist.
Let’s Talk About Your Service Operation
Let’s Talk About Your Service Operation
If you’re wrestling with service performance, FNOL bottlenecks, or vendor complexity, let’s explore what a modern contact center and intake model could look like for your organization.
Start with a brief discovery conversation to understand your current state, goals, and where BridgeOps can add the most value.
📞 724-814-6093
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