UK?s largest life insurer Aviva Plc is currently undertaking a comprehensive review of all its business outsourcing operations (BPO) located in five major cities in India.
Speaking to FE, Philip Scott, group finance director, said going forward, the group is considering multiple options for all its BPO units.
?We are reviewing the way we run our offshore operations and no decisions have been made. We want to ensure that our business models are flexible and meet the changing needs of our customers (the number of people buying via the internet continues to rise and this has an impact on call centres),?? said Scott emphatically, adding that Aviva is selling out its BPO units in India.
These units in any form will continue to serve company?s UK and Canada operations, said Scott. ?We have decided to defer the decision on the transfer of staff in Pune by three months to thoroughly review the options available to us and ensure we make the right one,?? revealed Scott.
Aviva?s BPO operations in Pune is run by WNS and EXL while EXL and 24/7 customer run its Noida and Chenai operations respectively. The company?s Bangalore operations, earlier managed by 24/7 Customer, is now managed by the company itself.