What factors are contributing to the 20% increase in customer service call times for New York Life Insurance's whole life policy holders?

Introduction

The 20% increase in customer service call times for New York Life Insurance's whole life policy holders is a concerning trend that requires immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term and long-term implications for the company and its customers.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this might be a recent development. When did you first notice this increase in call times?

Why it matters: Understanding the timeline helps identify potential triggers or changes. Expected answer: Within the last quarter. Impact on approach: Recent changes would be prioritized in the investigation.

• Considering user segments, I'm wondering if this affects all whole life policy holders equally. Have you noticed any patterns in terms of policy age, holder demographics, or policy size?

Why it matters: Segmentation could reveal specific user groups experiencing issues. Expected answer: Primarily affecting newer policy holders. Impact on approach: Focus on onboarding and early policy management processes.

• Thinking about recent changes, has there been any significant update to the policy terms, customer service systems, or communication channels recently?

Why it matters: Recent changes often correlate with performance shifts. Expected answer: A new customer service platform was implemented. Impact on approach: Investigate the new platform's impact on call handling.

• Considering the metric itself, has the definition or measurement of call times changed in any way?

Why it matters: Ensures we're comparing apples to apples in our analysis. Expected answer: No changes to the metric definition or measurement. Impact on approach: Validates the observed increase as a real issue.