BPO Doing It the Sri Lankan Way

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BPO Doing It the Sri Lankan Way Presented
by Adrian Schuler
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• WPA one of UKs leading health insurers
• BPO in Bangalore since 2001
• Indexing
• Claims Processing
• New Applications
• Indian operation contracted to third-party

BPO Doing It the Sri Lankan Way
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• Business continuity required additional site
• Following options considered-
• India
• South Africa
• China
• Eastern Europe
• Sri Lanka
• Aspiration for greater control through wholly
• owned subsidiary

BPO Doing It the Sri Lankan Way
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• Principal reasons for selecting Sri Lanka
• High volume of potential of English literate
  recruits
• Well developed infrastructure including telecoms
• Advantageous time zone
• Fits well the existing outsourcing operation
• Outstanding support from High Commission in
• London and BOI in Colombo
• Direct flights from UK
• Attractive for UK based training/support staff

BPO Doing It the Sri Lankan Way
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• WPAs Experience
• December 2002 - met with BOI
• March 2003 - UK Board decision to proceed
• April 2003 - BOI application filed
• Office accommodation identified
• June 2003 - WPA WCS incorporated
• July 2003 - General Manager selected
• September 2003 - Staff recruitment
• October 2003 Commence operations

BPO Doing It the Sri Lankan Way
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• On Reflection
• Easier than anticipated
• Support all the way from BOI
• Outstanding candidates
• WPA WCS now processing 70/India 30
• Value for money equivalent to India
• It was without doubt the right choice

BPO Doing It the Sri Lankan Way
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