Client: The client is a joint venture between the Group company and Sanlam, a leading financial services group from South Africa. The company offers a range of life insurance products, including term insurance, savings plans, and child plans, to cater to the diverse needs of Indian customers. They are known for their focus on customer service and their commitment to providing affordable and accessible insurance solutions.

Challenge: The client aimed to establish a new Business Process Outsourcing (BPO) center in Chennai, Egmore, to handle a growing volume of customer inquiries and claims. They required a partner to assist with:

• Talent Acquisition: Identifying and hiring a large pool of skilled customer service representatives.
• Infrastructure Setup: Setting up a fully functional BPO center, including workstations, technology, and training facilities.
• Operational Support: Providing ongoing support to ensure smooth operations and optimize performance.

Hiringlabs Business Solutions Solution:

Hiringlabs Business Solutions was engaged to provide comprehensive BPO setup and operational support services. Our approach encompassed the following:

1. Strategic Planning:
   • Conducted a thorough needs assessment to understand the client’s specific requirements, including staffing needs, skillsets, and operational goals.
   • Developed a detailed project plan outlining the timeline, budget, and key milestones.
2. Talent Acquisition:
   • Leveraged our extensive network and recruitment channels to identify and attract a large pool of qualified candidates.
   • Conducted rigorous screening and selection processes, including aptitude tests, interviews, and background checks.
   • Provided comprehensive training programs to equip new hires with the necessary skills and knowledge to excel in their roles.
3. Infrastructure Setup:
   • Assisted in identifying and securing a suitable office space in Egmore, Chennai.
   • Managed the procurement and installation of necessary infrastructure, including workstations, telephony systems, and IT equipment.
   • Ensured compliance with all relevant safety and regulatory standards.
4. Operational Support:
   • Provided ongoing support to ensure smooth operations, including:
     • Performance monitoring and reporting
     • Quality assurance and process improvement
     • Employee engagement and retention initiatives
     • Compliance with industry regulations

Results:

• Successfully established a fully functional BPO center in Chennai, Egmore, within the stipulated timeframe and budget.
• Hired and trained a high-performing team of customer service representatives.
• Improved customer satisfaction levels through enhanced service quality and efficiency.
• Contributed to significant cost savings for the client through optimized operations and reduced overhead costs.
• Built a strong and lasting partnership with the client, positioning Hiringlabs Business Solutions as a trusted partner in their business growth.

The post Case Study: Hiringlabs Business Solutions Helps Insurance Company Set Up BPO Team in Chennai, Egmore first appeared on Hiringlabs.