Case Notes/Answers
Concentrix Corporation Analytics to Audit Claims in
Customer Management Services By Shylu John,
Pradeep Kartha, Raghavendra Graghu, Bhavin Shah
Discussion Questions:
1. What choices does Daveigh have for selecting the audit sample? Which option do you recommend
for her to select an optimal audit sample and why?
2. What percentage of transactions need to be queued for audit under each rule to maintain up to an
average of 20 audits per day?
3. What is the impact of threshold on the audit? Recommend any needed changes, if any.
4. Do the same agents get flagged in a rule for audit? If so, would an agent-based selection of samples
for audit help?
, W21335
Teaching Note
CONCENTRIX CORPORATION: ANALYTICS TO AUDIT CLAIMS IN
CUSTOMER MANAGEMENT SERVICES
SYNOPSIS
Concentrix Corporation (CNX), a technology enabled global business services organization, secured a
contract in January 2019 to support RiCar Technologies Co. (RiCar), a multi-national technology company
that provides service in ride-hailing or sharing, with its customer management services. Six months later,
in June 2019, Ann Daveigh CNX’s global customer services operation manager responsible for the RiCar
account, carried out an assessment and found irregularities in the credit claim process for RiCar’s drivers.
Daveigh had to reduce the number of irregularities, ideally to zero, so that CNX’s agents did not create a
negative experience for RiCar.
CNX had guidelines and control procedures, but a random sample for audit found that the existing systems
were ineffective in capturing irregularities. Selecting too many samples for audit would mean higher
operational costs and a high number of false positives and negatives, leading the auditors to lose confidence
in the samples shared for audit. Daveigh has to design a strategy to select a sample for audit that could
capture the maximum number of irregularities within the allowable audit cost. She had the tough task to
identify rules with optimal cut-off to select transactions with chances of high irregularities for an audit with
minimum operational cost.
LEARNING OBJECTIVES
After working through the case and assignment questions students will be able to do the following:
• Understand customer management services engagement and the types of irregularities that may appear
in claims process.
• Discuss analytical approaches that can be used to address identified operational irregularities.
• Using data analysis, identify the rules with thresholds that may appear in the claims process.
• Formulate strategies to mitigate business challenges in a credit claims process and propose how the
solution might be implemented.
This Teaching Note is authorized for use only by ELENA PIKULINA, University of British Columbia until Feb 2025. Copying or posting is an infringement of copyright.
or 617.783.7860.
Concentrix Corporation Analytics to Audit Claims in
Customer Management Services By Shylu John,
Pradeep Kartha, Raghavendra Graghu, Bhavin Shah
Discussion Questions:
1. What choices does Daveigh have for selecting the audit sample? Which option do you recommend
for her to select an optimal audit sample and why?
2. What percentage of transactions need to be queued for audit under each rule to maintain up to an
average of 20 audits per day?
3. What is the impact of threshold on the audit? Recommend any needed changes, if any.
4. Do the same agents get flagged in a rule for audit? If so, would an agent-based selection of samples
for audit help?
, W21335
Teaching Note
CONCENTRIX CORPORATION: ANALYTICS TO AUDIT CLAIMS IN
CUSTOMER MANAGEMENT SERVICES
SYNOPSIS
Concentrix Corporation (CNX), a technology enabled global business services organization, secured a
contract in January 2019 to support RiCar Technologies Co. (RiCar), a multi-national technology company
that provides service in ride-hailing or sharing, with its customer management services. Six months later,
in June 2019, Ann Daveigh CNX’s global customer services operation manager responsible for the RiCar
account, carried out an assessment and found irregularities in the credit claim process for RiCar’s drivers.
Daveigh had to reduce the number of irregularities, ideally to zero, so that CNX’s agents did not create a
negative experience for RiCar.
CNX had guidelines and control procedures, but a random sample for audit found that the existing systems
were ineffective in capturing irregularities. Selecting too many samples for audit would mean higher
operational costs and a high number of false positives and negatives, leading the auditors to lose confidence
in the samples shared for audit. Daveigh has to design a strategy to select a sample for audit that could
capture the maximum number of irregularities within the allowable audit cost. She had the tough task to
identify rules with optimal cut-off to select transactions with chances of high irregularities for an audit with
minimum operational cost.
LEARNING OBJECTIVES
After working through the case and assignment questions students will be able to do the following:
• Understand customer management services engagement and the types of irregularities that may appear
in claims process.
• Discuss analytical approaches that can be used to address identified operational irregularities.
• Using data analysis, identify the rules with thresholds that may appear in the claims process.
• Formulate strategies to mitigate business challenges in a credit claims process and propose how the
solution might be implemented.
This Teaching Note is authorized for use only by ELENA PIKULINA, University of British Columbia until Feb 2025. Copying or posting is an infringement of copyright.
or 617.783.7860.
