Concentrix Corporation: Analytics to Audit Claims in Customer Management Services
Concentrix Corporation (CNX), a technology enabled global business services organization, supported a transport solutions company with its customer management services. In June 2019, CNX's global customer services operation manager carried out an assessment and found irregularities in the credit claim process for CNX's client. The manager needed to reduce the number of irregularities so that CNX's agents did not create a negative experience for the client. Random samples for audit revealed that existing guidelines and control procedures were ineffective in capturing irregularities. What strategy did the manager need to select a sample for audit that could capture the maximum number of irregularities within the allowable audit cost? Shylu John is affiliated with Indian Institute of Management Indore. Pradeep Kartha is affiliated with . Raghavendra Graghu is affiliated with . Bhavin J. Shah is affiliated with Indian Institute of Management Indore.