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EXL PHILIPPINESSTRATEGIC GLOBAL DELIVERY CENTRE FOR INSURANCE SALES AND SERVICES OPERATIONS
WHY PHILIPPINES
Ranked #1in voice BPO
15%share of total global outsourcing industry
3rd highestin top 20 digital nations
3rd largest English speakingcountry in world
Client: Global General Insurer, since 2006Post-o�shoring results
Centralization of 7+ service centers
to 3 o�shore centers
98%+ processes rated as Exceeding metrics for last 3+
years
Joint transformation projects for contact center-back o�ice
integration
Large Australian and New Zealand Commercial Insurer serviced from 3 Global Delivery Centres India, Philippines
and South Africa, since 2013
Managing inbound and service calls,
cancellations and retentions
Service: 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.
Estimated 100k+ new job opportunities by 2022
Source: IT-BPM Roadmap 2022: Accelerate PH, Future Ready. IBPAP
US, UK & ANZAdaptive work culture and empathy to
Contact us
Mohit Manchanda(Head of Insurance, UK & Europe)
[email protected] +447958040044
Wayne Reed (VP Insurance, UK & Europe)
[email protected] + 447801684041
Nick Lamb (VP Insurance, UK & Europe) [email protected] + 447795182483
Lower labour and operational costs
Better Synergy with UK timezonecompared to US
EXL SERVICE IN PHILIPPINES
6 Delivery Centres across Manila and Cebu. Opening shortly 2 new
Delivery Centres in Iloilo and Quezon City
SMART agent assistance, o�ering 3600 customer view, embedded analytics
to increase First Contact Resolution
Increased CSAT with embedded analytics
EXL PHILIPPINES CONTACT CENTRES
MANILA CEBU32 Clients 11 Clients
80 Processes 24 Processes
5,700+ Sta� 1,800+ Sta�
24x7 Operations
Our Key EXL Philippines Di�erentiators
Talent pool of 6000+ Insurance and Healthcare professionals
servicing 43 clients
Customer service quality matches onshore
resources (leveraging EXL’s proprietary customer insight
framework)
Representatives understand
conversational nuances
Strong cultural and insurance industry
alignment
Business impact circa 25-35%
Dedicated insurance and customer experience
academies for sta� training
Diverse (e.g. 60%+ female headcount) and tenured
Insurance talent base
AN INSURANCE CONTACT CENTRETHAT DELIVERS VALUE
EXL AWARDS & INVOLVEMENT
CSR Activity UpdateProvided career guidance counseling and mock interviewsDesign Thinking and Communication learning sessionsBrigada Eskwela, 800+ hours, 2 schools, 1,000 students
EXL Recognized by Cebu CityAward for being an “Active BPO Partner of the Cebu City Call Center Program” for commitment and activities
IBPAP Award for Skills Development
ICT AwardsBest Company of the YearBest Health Information Management CompanyBest First Nominated Company of the YearCommunication Skills Enhancement Training Account sponsored activities
SELECTED CASE EXAMPLES FOR GLOBAL INSURANCE CLIENTS
