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A STRATEGIC COMPONENT OF GLOBAL DELIVERY FOR UK AND AUSTRALIAN INSURERS
EXLSERVICE.COM | © 2020 EXLSERVICE HOLDINGS, INC. ALL RIGHTS RESERVED
Contact us and learn moreMohit Manchanda (Head of Insurance, UK & Europe)
Customer service quality matches on-shore resources
Representatives understand conversational nuances
• Strong foundation in contact centers and complex, niche functional areas‒ Deep domain knowledge in financial services
• Young, skilled English-speaking
workforce‒ Cultural a�inity with the
UK, Australia, and, increasingly, the US
‒ Young, tech-savvy talent pool
• Sizable regional and domestic market opportunity
‒ Large and growing domestic market across telecom, Banks and Insurance and retail industries
• Strengthening ICT and digital capabilities
‒ Tech-enabled value addition enhances customer experience
[email protected] +44 79580 400 440
Wayne Reed (Vice President Insurance, UK & Europe ) [email protected] + 44 7801 684041
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SOUTH AFRICA
Nick Lamb (Vice President Insurance, UK & Europe ) [email protected] +44 79046 987 88| |
Pratap Rao (Geography Head, EXL South Africa) [email protected] +27 762065123| |
~25% CAGR growth in South African GBS market in the past 5 years
2X Global Business Services headcount has more than doubled since 2015
76% South African GBS employees serving the UK market
60%-70% more cost e�ective than UK/Australia delivery
UK time zone alignment
GLOBAL SERVICES DELIVERY: HOW SOUTH AFRICA COMPARES
SERVICE DELIVERY IN SOUTH AFRICA
EXL IN SOUTH AFRICA: 8X GROWTH IN THE PAST 5 YEARS
Select client examples
An Insurance customer service hub
Certified on PCI DSS Standard 3.2 & ISO 22301 Certified
Leading P&C UK Insurer: Managing inbound service and claims calls Scope • Service: Policy changes, Coverage verification, Payments, Refunds, Upsell, assist with document request and complaints management
• Claims: Claim set-up, Cover verification, Instructions to supplier – high complexity work requiring great Customer Service, High EQ and natural ability to exercise empathy
Large P&C Australian/ New Zealand Insurer: Managing inbound sales and service callsScope • Services: Quotes, Amendments, Product Alignment and
Sales, Renewals, Policy changes, Coverage verification, Payments, Refunds, Document request and Complaints management.
• Sales: Our support of their sales and customer service process requires complex domain expertise, strong negotiation skills, and a deep sense of empathy.
• Cancellation and retention
OUR KEY DIFFERENTIATORS
EXL SA an International
Insurance Hub
• EXL South Africa is 100% focused on Insurance operations and customer care
• Engagements with University of Western Cape and other private sector organizations to attract the right talent, including support for postgraduate degrees in Data Analytics and Business Intelligence
• Customized, in-house insurance academy to develop deeper domain expertise in insurance and technology, as well as business and leadership skills
• Customer Experience and Quality Assurance team which helps generate regular insights
Attracting and Retaining
the right talent
• Quality of personnel and hiring rigor - 98% throughput in client accreditation
• Multi-channel recruitment: A diversified strategy to get the best the country has to o�er
‒ Agencies ‒ 25% are recruited through an internal referral program, indicating the high
employee satisfaction levels ‒ Impact sourcing – Learnership programs through Monyetla & Harambee, in partnership with the government and industry associations, focus on unemployed
youth and disability sourcing and placement. We have sourced 190+ employees through these programs in the last five years, making an impact in the region and fostering loyalty among those hired.
INVESTMENT IN OUR STAFF Talent & Tenure
of our team developed into leadership or support roles in the last five years
16%of our frontline leaders have been promoted internally
60+%
Average tenure of leadership team
3 years The Best Benefits in the Insurance Industry ensures focus on health and family
PROVEN TRACK RECORD
Best contact center employee retention numbers recorded in the region
Customer satisfaction targets surpassed within 60 days of going live
Insurance call center operations regularly exceed target customer satisfaction scores
For a large Australian/ New Zealand insurer (Q4, 2019)
83% vs. a target of 75% customer experience score
Achieved target within 15 day of go-live
For a large UK P&C insurer (2017)
82% vs. a target of 77% customer experience score
Achieved target within 60 day of go-live
EXL AWARDS
01
02
03
2019 GBS awards hosted by BPESA
• Top Emerging Operator Award• Top O�shore Campaign for Australia• Top Impact Sourcing Award (National)• Top O�shore Manager (Awarded to an
individual from EXL SA)
2018 Awarded the Automation Project of the Year in the Global Sourcing Awards at Cape Town
2017 EXL SA won silver in ‘Best Contact Center’ (Medium) category in the Contact Center world awards, London
GLIMPSE OF OUR SOUTH AFRICA CENTRE
Strong cultural and industry alignment, especially in insurance
GLOBAL DELIVERY THAT GENERATES VALUE FOR INSURANCE CLIENTS