An anonymous US Health Insurance company outsourced its claims processing call centre to a firm in India. As health insurance was not widely available in India, the provider had no concept of what health insurance claims were or the issues involved in processing health insurance claims. Neither the insurance company nor the provider had considered the need to train the vendor's personnel on general aspects of the cultural milieu in which the customer's customers are situated. Consequently the ve...
BPIR Categories2.4.2 Create and implement outsourcing strategy
13.1 Develop and manage supplier/customer partnerships
7.2.2 Handle warranties & claims
6.2.1 Select suppliers/outsourced contractors