Australian insurers hire BPOs for improved CX
Insurance carriers in Australia are turning to specialized Business Process Outsourcing (BPO) providers to help design and deploy innovative digital products.
According to a new report published today by Information Services Group (ISG), insurers are looking for carriers to improve customer experience, reduce costs and better leverage data for competitive advantage.
ISG Asia Pacific Partner and Regional Leader Scott Bertsch said that this is happening due to intense pressure in growing their businesses, responding to higher customer expectations, rising above Insurtechs and startups, and adapting to the post-pandemic society.
The report stated that BPO service providers are helping carriers offer modern digital experiences to customers and agents at all touchpoints, including applications, onboarding and claims.
Moreover, they offer deep expertise in essential modern technologies like the cloud, artificial intelligence, robotic process automation, the IoT and chatbots.
The 2021 ISG Provider Lens™ Insurance BPO Services Report for Australia evaluates the capabilities of 14 outsourcing providers across two quadrants — Life and Retirement Services and Property and Casualty Services.
Global outsourcing companies such as EXL, Accenture, DXC Technology, Genpact and WNS are named as leaders on the two quadrants.
