The Hindu Business Line : Aviva to transfer 5,000 BPO vendor staff to offshore unit

UK's largest insurance firm Aviva is transferring over 5,000 third party BPO vendor staff to its own offshore division, Aviva Global Services (AGS), over next year. Aviva has built the offshore BPO roles in partnership with three Indian vendors — EXL, WNS and 24/7 Customer — on the BOT (Build, Operate and Transfer) model.

Growth Strategy

Currently, Aviva has operations at Noida, Pune, Bangalore, Chennai and Colombo. In sequence, the transfers will cover Bangalore, Colombo and Pune. 24/7 Customer facility in Bangalore would be the first to be fully transferred by January 1, 2007, the company said in a press release.

The remaining transfers will be completed by January 1, 2008, Aviva said.

"Offshoring has been a key component of Aviva's global growth strategy providing it with flexibility, productivity, process and cost-efficiency while maintaining the high quality of customer servicing expected," the company said.

"This is but one transaction in our strong relationship with our three BPO partners. The main transition is expected to be seamless and transparent to the UK business units, our employees, as also to the end customers," the AGS Chairman, Mr John Ainley, said in the release.

Mr Rajnish Virmani, CEO, Aviva Global, said: "These are exciting times for us as we go through this process of transfer. This is not a change of direction, but merely executing a well laid out plan. While the plan even at the start of the offshore journey in 2003 was to have a mostly captive business, the BOT contracts with these partners have enabled us to ramp up rapidly and gain the speed-to-market."

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