A first-time outsourcer chose its nearshore partners blind
National U.S. benefits insurance provider · 2M+ members
Outsourcing was off the table, until the metrics made it unavoidable.
Agent attrition, declining service levels, and persistent quality problems had put the customer service organization below the performance metrics its client contracts required. For years the company had stayed entirely in-house, convinced that the intricacy of benefits insurance couldn't be replicated outside. The crisis forced the question, and leadership set a hard deadline for answering it: a recommended nearshore solution, in place within 120 days.
Make the vendors compete blind, then test the winners against each other.
The organization signed from a position of choice.
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