Customer Satisfaction | Outsourcing Center

How Outsourcing Took an Insurance Company from the Worst in the Pack to No. 6

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

The insurer’s sluggish processes and aging technology made it nearly impossible to introduce new products quickly. And its expense-to-premium ratio was 65 percent when the industry norm was closer to 20 percent. Outsourcing included a transformation. The result: In the last 18 months, Channel Life took on 450,000 new policies, four times the number of policies it had.

Calling for Help: Outsourcing Helps BT Reinvent Itself

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

BT was a plain old phone company. Then competition and the Internet changed telecommunication. Where was BT going to find the capital to fund the requisite new offerings? BT outsourced its HR to Accenture. Together the partnership transformed BT.

Making an Outsourced Call Center Relationship Work

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

One of the victims of September 11 was the airline industry. Delta had to service its call center customers at a lower cost. The solution was offshoring. That decision turned out to be a lifeline when hurricanes hit the US last year, shuttering some US call centers. Wipro routed extra calls to Mumbai and Pune, stretching its resources to support the airline in its time of need.

Supplier’s Prescription for Success: Deliver More and Serve as a Lifeline When Necessary

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

What do you do when the hospital has a fiscal crisis and can’t staunch the bleeding? Some suppliers would cut off the air supply when the money ran out. But not Eclipsys. It lowered its monthly fees until the hospital recovered, putting patient safety before profit.

Solution Delivers High-Quality Customer Experience with Travel Agents

Outsourcing Center, Kathleen Goolsby, Senior Writer

Call centers can impact a travel agency’s market share because of the large number of customer interactions. Yet a March study of North American consumers sounded an alarm for call centers that don’t have the requisite technology to ensure satisfactory customer experiences. Here’s how two travel-related businesses solved that technology problem.

Financial Institutions Ratchet Up Their ITO Decisions

Outsourcing Center, Kathleen Goolsby, Senior Writer

Market trends suggest the philosophy on information technology outsourcing spending decisions is changing within the financial institutions sector. Here’s why.

Intensifying Competition for Talent Causes Employers to Turn to Outsourcing for Benefits Programs

Outsourcing Center, Kathleen Goolsby, Senior Writer

A recent study found a correlation between job and benefits satisfaction and employee loyalty/retention. But benefits programs are growing more costly and becoming increasingly difficult to administer. Here’s how outsourcing helps.

New Study on Challenges and Benefits of Outsourcing Insurance Subrogation Claims

Outsourcing Center, Kathleen Goolsby, Senior Writer

A 2005 study on outsourcing and insurance subrogation reveals why some insurance carriers are looking to outsource subrogation and others are hesitant. Another interesting finding: reducing costs is not an objective.

A Better Way to Handle Hazard Insurance Processing

Outsourcing Center, Kathleen Goolsby, Senior Writer

Mortgage lenders need assurance that the proper hazard insurance coverage is in place for the loans they issue. But that comes with significant headaches and unnecessary costs for lenders that still do their hazard insurance processing and tracking in house. Here’s what the leaders are finding as benefits in outsourcing this process.

Recent Trends in Retail Outsourcing

Outsourcing Center, Kathleen Goolsby, Senior Writer

Retailers first began outsourcing to cut costs. Now the strategic goal is to achieve top-line growth. And that requires business transformation. Retailers have two choices to get there.

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