Alliance Insurance

Setting up a Customer Support Team in India with InsourceIndia

Background: Our client, the largest producer of international insurance, with a presence in 189 countries, aimed to establish sales and customer support teams across multiple time zones. However, setting up entities in each region was impractical and costly. While considering outsourcing, concerns arose regarding quality control and operational autonomy.

Strategy: InsourceIndia devised a combination of services to help the client build a dedicated team in India while ensuring compliance and standard benefits. This approach avoided the need for the client to establish a legal entity in India or having any prior experience recruiting or managing a team in the country.

Impact on Business Operations

The client not only set up their team in India with relative ease but also started handling sales and customer support operations in the subcontinent and APAC regions with efficiency. Remarkably, they achieved this while reducing their annual labor costs by 2.5 times. Moreover, they bypassed the necessity of setting up their own entity in the country to access top talent, resulting in significant savings. These savings included expenses related to registration, administrative charges, and HR fees, amounting to approximately USD 45,000 for the initial year.

Implementation Process

Building the Team: InsourceIndia helped with the identification, assessment, and onboarding of top sales and customer support candidates in India. Services included employer branding, job description analysis, market research, candidate screening, interview coordination, optional technical assessments, salary negotiation support, and offer release.

Employer of Record: After the client finalized their team following the interviews, InsourceIndia onboarded the candidates as the legal employer. Meanwhile, our client maintained their position as the principal employer, overseeing daily operational activities, performance management, and retaining sole authority over the team's culture and values.

Infrastructure: InsourceIndia assisted in securing the necessary equipment and facilities for the team to operate smoothly in India.

Future Endeavors

Satisfied with the efficiency of their Indian team, the client plans to expand operations further by introducing a night shift team to serve clients in Europe and North America.