HfS PriceIndicatorTM Methodology

May2017Jamie SnowdonChief Data Officer, Research Operationsjamie.snowdon@hfsresearch.com

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IntroductionThispresentationsetsoutthemethodologyusedbythePriceIndicator™product.

• Contents- AboutPriceIndicator™- Definitions- Methodology- FAQ

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AboutPriceIndicator™

• HfSPriceIndicator™isareal-time,researchbasedpricebenchmarkingservicethatprovidesclientsaninsightintocurrentITOandBPOpricing

• CurrentlyPriceIndicator™providesabi-annualsetofhourlyFTEratecardsforADM,F&ABPO,InsuranceBPOandHealthcarePayor BPO

• HfSsubjectmatterexpertsusetheratecarddatatotailoraresponsetoaspecificpricingenquiry

• HfSanalystsprovideclientswithvaluableknowledgeandcoachingtosteerthemawayfromrelyingprimarilyon"rate-card"FTEpricing,andtoevaluatemorestrategicpricingmethodologies,namelyoutcome-basedandtransactional-basedapproaches.HfSanalystexpertsareavailableon-calltoprovideinformedstrategicguidancetoourclientsthroughongoingpricingresearchthatincorporateslabor-based,transactional/volume-basedandoutcome-basedpricingstrategies.

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Definitions• HfSResearchdefinesBPOasaserviceprovidedbyasupplierexternaltoacustomer

wherebythesuppliermanagesacustomersbusinessfunctionorsetofbusinessfunctionsusingsupplieremployedstaff.Theelementthatmakesthearrangementoutsourcingisthesuppliersmanagementoftheprocess.Theyarenotimplementingoradvisingtheclient,theyaremanagingtheoperationofabusinessfunctionorsetofbusinessfunctions.

• F&AandProcurementBPOincludestheseindividualsubprocessesseparatelyorasagroup:- OrdertoCash(accountsreceivable)- Expensemanagement- Purchasetopay(accountspayable)- Payroll- Recordtoreport(generalledgerandreporting)- Financialmanagement(financialanalysisandbudgeting)- Riskandcompliance(cashmanagement,treasurymanagement,riskmanagement,tax)

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Definitions• Healthcareandinsuranceincludestheseindividualsubprocessesseparatelyorasa

group:- Claimsprocessing- Customeracquisition- Policyadministration- Policyexit

• ADM- ApplicationDevelopment

• includesthedefinition,development,testinganddocumentationof1)anewapplicationor2)customizationofsoftwarepriortoroll-out.

• Theprocessincludesrequirementanalysisandplanning,softwareevaluation/selection,prototyping,coding,testing,andimplementation.

- ApplicationManagement• Includesthemodificationofsoftwaretomaintainorimprovetheprogramthroughregularversion

updates,bug- fixing,featureaddition,databaseadministration,andperformancetuning.• Theprocessincludesrequirementanalysisand/oridentificationofbugs,designing,

implementation,testing,andfinaldelivery.

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ElevenPricingWorkCategories– F&A

Clerks

Level1(Clerk)

Level2(JnrAccounting

Clerk)

Accountants

Level3(Accountant,

Entry)

Level4(Accountant,Mid-level)

Level5(Accountant,

Senior)

SOXComplianceAccountant

Managers

FunctionalSupervisor

FunctionalManager

ProjectManagement

ProjectManager/

TeamLeaderJunior

ProjectManager/

TeamLeaderAssociate

ProjectManager/

TeamLeaderSenior

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ElevenPricingWorkCategories– Healthcare

VoiceAgents

Level1-4weekstraining

Level2-5-7

weekstraining

Level3-morethan8weekstraining

DataAdministration

Level1-4weekstraining

Level2-5-7

weekstraining

Level3-morethan8weekstraining

SpecialistHealth

LicensedAgents

MedicalAdvice(Nurse)

Analytics

Level1–Data

Analyst

Level2–Data

Modeller

Level3– DataConsultant

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NinePricingWorkCategories– Insurance

VoiceAgents

Level1-4weekstraining

Level2-5-7

weekstraining

Level3-morethan8weekstraining

DataAdministration

Level1-4weekstraining

Level2-5-7

weekstraining

Level3-morethan8weekstraining

Analytics

Level1– DataAnalyst

Level2– DataModeller

Level3– DataConsultant

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ForADM,theHfSPriceIndicator™ reflectsinputbased/FTEpricingacross13roles…

DesignandManagement

Programmanager–8years+PMP

certified

ProjectManager-7years+PMP

certified

SeniorBusinessAnalyst–7years+

BusinessAnalyst–5years+

SeniorArchitect–7years+

Architect–5years+

Development

SeniorDevelopment

SeniorSystemsAnalyst

SystemsAdmin Developer

SupportStaff

TechnicalWriter Tester Juniors

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HfSPriceIndicator™ coversallmajorsourcingmarketsandgeographies

Newlocationsareaddedastheybecomerelevanttothemarketandourclients.Coveragedependentonrelevancetoindividualmarket.

Argentina

Brazil

China

India

Mexico

Philippines

EasternEurope

Russia

US

UK

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HfSPricingMethod

■Stage1ExaminesthecomponentsthatmakeupFTE

pricingcalculationSalaryofstaffindifferentlocationsCostofemployingstaff

Benefits/InfrastructureLikelymarginsmadebytheoutsourcingsuppliers

ExperienceDealanalysis

■Stage2Compareoutputwithavailablecontractpricing

andadjust

■Stage3ExposepricingtosuppliersandbuyersofBPO

servicesThisfeedbackisusedtoadjustcostmodeland

margincalculation

■Stage4Analyze feedbackandapplychangestothe

model

HfSproprietarypricingmodel

Databaseof1000+sourcing

transactions

Feedbackfrom

industryexperts

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Theprocessstartswithaproprietarycost-plusapproachtocomputeFTEpricing

■For each role, HfS uses both proprietary and public data to build a bottom-up cost analysis across multiple countries. This analysis includes collating the following costs:

• Staff salary, bonus, and benefits• Required office space and associated

equipment costs• Management overhead cost

■HfS then estimates supplier margins leveraging the experience and expertise of its internal sourcing analysts, publicly available data, and the assessment of key market transactions

HfShasadata-drivenapproachtodevelopFTEpricing.Thedatasourcesrangefromprivatelyavailableinformationtopublicinformationfromcrediblesources

HfS combinestheseelementstodefineanarrowrangeofhourlyFTEpricingbenchmarkstheworld’smajoroutsourcingdestinationcountries

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HFSleveragestransactiondatafromover1,000engagementsatstagetwoofthepricingassessment

■Atstagetwooftheassessment,HfScomparesthecost-plusoutputfromstage1toitsproprietarydatabaseofover1,000transactions

• Thedatabaseismadeofupactualtransactiondatascrubbedcleanofallproprietaryinformation

• 50%oftransactionsinthedatabaseweresignedpost2009

■Eachtransactionwithinthedatabaseisassignedseveralattributes(i.e.,geographyandtotalcontractvalue)thatenablestargetedcomparisonsbetweenliketransactionsandthecost-plusoutputfromstage1

■Anysignificantvariancebetweenthetwodatasourcestriggersareassessmentoftheinputsfromstage1and2toaccountforand,ifrequired,adjustforthedifferences.

HfS’stransactiondatabaseguidesand,asrequired,redirectsthecost-plusoutputfromstage1– theresultisarefinedandmarketrelevantbenchmark

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Finally,HfSleveragesitsnetworkofsourcingexpertstofurtherrefinethemodelresults

Thefinalresultsareconsolidatedintoastand-alonebenchmarkdocumentthatissharedwithourclientbase

HfSleveragesitsnetworkofsourcingprovidersandbuyerstofurthertest,refine,andimprovetheresultsfrombothstage1andstage2

Thisstagewillincludetheexaminationofpricingdatainthecontextofbuysideandsupplysidesurveyresponses

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Datasources■Primary

• HfSProprietaryPriceBenchmarking(PI)Database• HfSProprietaryTransactionDatabase• Contractsofkeyoutsourcingdeals• Internalnetworkofsourcingproviders,buyers,andadvisors• InternalHfSpricingexpertswith10+yearsofexperienceofdealadvisory• Largescalesurvey’sofsupplyandbuy-sideexecutives

■Secondary• SurveyandResearchReports:ReedSalaryGuide,HaysSalaryGuide,Hudson

SalaryGuide,KellyEmploymentOutlookandSalaryGuide,andCushman&Wakefield- “OfficeSpaceAcrossTheWorld”

• Providerannualreportsandfinancialanalystsreports• Websites:payscale.com,monster.com.br,salariometro.sp.gov.br,oanda.com,

andmonster.com,• InternationalFinancialandEconomicInstitutions:WorldbankandUSbureau

oflaborstatistics– USDepartmentoflabor• Industryarticlesfromavarietyofnewswebsites

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FAQ

Whatisincludedin“Priceindicator”rates

PriceIndicatoraimstoprovidean“all-in”price– soitincludesalldirectandindirectlaborcosts,includingwages,benefits,tax,insurance,ITcosts,andofficeenvironment.

Whatisnot-included? Anythingnon-standardisnotincluded.WithspecialistlanguageskillswewouldapplyanuplifttotheFTEprice.Productivitycanbeincludedandwehavehelpedwithcalculationsofthistype– butthesearesimplythereductionofFTEsovertime.Somethinglikebusinesscontinuitywouldbeincludedifitwassimplenon-physicalbackup/recovery/redundancy,butnotguaranteedphysicalalternativesiteprovisionforanindividualclient.

Whatabouttransitioncosts? Someofthecostsoftransitioncanbecalculatedfromtheserates– sowhentransitionincludesadditionalFTEsforashortperiodbothonandoffshore.

Doesthisincludegovernancecosts? AdditionalmanagementrequiredforgovernancewouldbeincludedintheFTEmix– soifacontractrequired4supervisorsand1administratortoprovidegovernanceonadealthiswouldbecalculatedasadditionalFTEs.Governanceprovidedthroughaccountmanagersandgeneralmanagementisbuiltintotheoverheadoftheprice.

Youmentiongraduateinthejobtitles,howisthisdefined?

Inthepriceindicator,‘graduate’isequivalenttobachelordegreelevelstudy.Soagraduatefromcollege(US)oruniversity(UK).

Whatisthedifferencebetween“LongtermOutsourcerate”and“shorttermOutsourcerate”?

Longtermoutsourcing– isthestandardrateforanFTEcontractedcontinuouslyformorethan6months.ShorttermisadayrateforanFTElessthanthat– forexampleintransition.Shorttermratewascalledthetransitionrateoriginally– butsomeonechangedtomakeitcoveruniversalshorttermrequirements.

HowoftenisPIupdated? Every6months

Iwanttounderstandsalarycosts– can“PriceIndicator”help?

Salarylevelsareinputsintothemodel,butPriceIndicatorisfocusedonthepriceofanoutsourcedserviceratherthantherelativesalarylevelsbetweenlocationsforasharedservicecenter,forexample.

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FAQ

Ican’tfindtheexactpricingIneed,canyouhelp?

Weprovideaninquiryservicewhichcanmodelpricesfordifferentlocationswherewehavesomeinformationandwecanproduceworkedexamplesoffullengagements.Justaskwemaybeabletohelp.

ArepricesforLocalorLandedresources? Allarelocalapartfromshort-termoutsourcerateforF&AwhichcontainlandedresourcesforIndia/China.

ArethesepricesforcompetitionasIndianPurePlayServicesProviders(e.g.Infosys)orGlobalServicesProviders(e.g.IBM)?

Theyincludeboth.

Whatabouttransitioncosts? Someofthecostsoftransitioncanbecalculatedfromtheserates– sowhentransitionincludesadditionalFTEsforashortperiodbothonandoffshore.

WhatdoesLowandHighinthePricerepresent?

Thelowpriceistheaverageofthelowestpricequartileexcludingoutliersandthehighisthetopquartileequivalent.

IunderstandthatthePIdatabaseleveragedbyHfShas50%dealssignedpost2009;whatabouttherestofthe50%deals?

Allthecontractsweusearepost2012- originallyweusedolderdealsbutthishasmovedon.

Whenwasthelasttimethesourcedatawasupdated?

Thesourcedataisupdatedcontinuously- bothasabsolutepricepointsandasproportionalindicators(sofeedbackontheratebeingtoohigh/low).

Weretheratescollectedfromapoolofproviders,recipientsofproviderservices,orboth?

Wegetratesandfeedbackonratesfromprovidersandbuyersofservices.

IsratedataavailableforADMratesbyindustrybylocation?

No,unfortunately,wedon'thaveindustrysplitsforADM.

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About the Authors

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PhilFersht,CEOandChiefAnalyst

phil.fersht@hfsresearch.com@pfersht

My Research Practice Areas for 2016:§ The Intelligent OneOffice§ Finance & Accounting§ As-a-Service Delivery Models§ Next Generation IT Services§ Design Thinking§ People and Talent§ Intelligent Automation and Cognitive§ Vertical Market Offerings

The 4 Leading HfS Ideals of the As-a-Service Economy Impacting My Practice§ Plug and Play Digital Services§ Collaborative Engagement§ Intelligent Automation§ Design Thinking

Key Themes Impacting My Research Practice in 2016§ Understanding the impact of As-a-Service on BPO§ Integrated vertical service offerings across business processes and technology§ Augmenting human capabilities through the deployment of intelligent automation§ Business model transformation and its digital enablement§ The future role of the finance professional in the face of As-a-Service§ The strategic response of IT and BPO service providers to revenue cannibalization§ New buyer needs and evaluation criteria in selecting operational service

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JamieSnowdon,EVPResearchOperations

My Research Practice Areas for 2016:§ Public Sector and Business Services Verticals§ Market Sizing & Forecasting§ Competitive analysis§ PriceIndicator§ Quantitative Surveys§ Bespoke Research§ Cloud and IT Service’s

The 4 Leading HfS Ideals of the As-a-Service Economy Impacting My Practice§ Plug and Play Digital Services§ Design Thinking§ Write Off Legacy§ Accessible & Actionable Data

Key Themes Impacting My Research Practice in 2016§ Quantifying the impact of plug and play services on traditional IT and business services§ Identifying the scenarios which will drive service adoption over the next 18 months§ Identifying the market opportunities for traditional and plug and play digital services§ Examining the opportunities for providers – what buttons to push and what boxes to tick§ Seeing the shift in buyer need as demands shift in response to the as-a-service economy§ Mapping the winners and the losers in the BPO and IT services competitive landscape§ Looking at how are pricing models are evolving in BPO and IT services

Jamie.snowdon@hfsresearch.com@thewizeone

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AboutHfSResearchArchitectsoftheAs-a-ServiceEconomy

Wecoinedthe As-a-ServiceEconomy termbecauseweseeaprofoundchangeunderwaythatismoreall-encompassingthanasimplebusinessmodelorproductline.It'saglobalshiftthatwillleavefewsectorsofbusinessorsocietyuntouched.

TohelpourclientsandthemarketgettotheAs-a-ServiceEconomy,weservethestrategyneedsofbusinessoperationsandITleadersacrossfinance,supplychain,humanresources,marketing,andcoreindustryfunctionsinorganizationsaroundtheworld.HfSprovidesinsightfulandmeaningfulanalystcoverageofbestbusinesspracticesandinnovationsthatimpactsuccessfulbusinessoutcomes,suchasthedigitaltransformationofoperations,cloud-basedbusinessplatforms,servicestalentdevelopmentstrategies,processautomationandoutsourcing,mobility,analyticsandsocialcollaboration.HfSappliesitsacclaimed BlueprintMethodology toevaluatetheperformanceofserviceandtechnologyintermsofinnovatingandexecutingagainstthosebusinessoutcomes.

HfSeducatesandfacilitatesdiscussionsamongtheworld'slargestknowledgecommunityofenterpriseservicesprofessionals,currentlycomprising100,000+subscribersandmembers.HfSResearchfacilitatestheHfSSourcingExecutiveCouncil,theacclaimedelitegroupofsourcingpractitionersfromleadingorganizationsthatmeetsbi-annuallytosharethefuturedirectionoftheglobalservicesindustryandtodiscussthefutureenterpriseoperationsframework.HfSprovidessourcingexecutivecouncilmemberswiththeHfSGovernanceAcademyandCertificationProgramtohelpitsclientsimprovethegovernanceoftheirglobalbusinessservicesandvendorrelationships.

HfStrailblazed thefreemiumresearchmodel.Morethan75%ofourpublishedresearchrequiresjustafewcheckboxesinoursimpleregistrationtodownload—nosubscription,nohassles.Seehowwe'rerevolutionizingtheresearchbusinesswiththe FourPillarsofHfSResearch—ourguidingprinciples.Learnmoreabout ourservices.

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Appendix

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ADMRoleDetailsProgramManager

+8yearsofexperience/PMPcertified

SrBusinessAnalyst

+7yearsofexperience

Sr.Architect +7yearsofexperience

ProjectManager

+6yearsofexperience/PMPcertified

BusinessAnalyst

+5yearsofexperience

Architect +5yearsofbroadtechnologyexperience

SeniorDeveloper

+4yearsofbroadtechnologyexperience

SeniorSystemsAnalyst

+4yearsofbroadtechnologyexperience

Systems/DBAdministrator

+3yearsofspecifictechnologyexperience

Developer +2yearsofspecifictechnologyexperience

TechnicalWriter

+2yearsoftechnologyexperience

Tester +1yearofexperience

Juniors Nomorethan2yearsofexperience

Deliverstheprojectworkwithintheagreedtimescale,cost,andexpectedqualitylevels.Overseescompletion,delivery,anddocumentationofallphasesoftheproject.Definesandprojectplanandresourcerequirements-identifiesissuesandresolves.Designsandmaintainstechnicalandprojectdocumentation.

Significantexperiencedesigningacompletesolutionincludinghardwareandsoftware.Appliestechnicalknowledgetobuildasolutionthatimprovesclient'sbusinessobjectives.Significantunderstandingoftoolsandtheirapplicationtoclient'scurrentandfutureneeds.Designsandimplementsnewsoftwaresystemsfortheclient.

Ensuresallprojectsolutions,testing,anddisasterrecoveryparametersmeetclient'sbusinessrequirements.Strongunderstandingofclient'sbusinessrequirements,processes,andITstrategy.Extensiveexperiencetranslatingclient'sbusinessrequirementsintofunctionalrequirements.Performsgapanalyses.Supportstheprojectmanagerincreatingprojectschedulesanddeadlines.

Leadsallprojectteams.Coordinatesresourcesandidentifyresourcemix,planbudgetingandscheduling,andmanageschangestotheprojectplan.Managesandfacilitatesprojectsfromdevelopmenttoimplementation.

CompletesdevelopmentandtestactivitiesunderthedirectionofaDeveloperorTester.

Supportstheprojectteambycapturingtechnicalinformationforusebyprojectmanagementandothertechnicalstaffasrequired.

Testsapplicationsanddocumentstestresults.Providessummaryofresultstothedevelopmentteam.Definesanddevelopstestrequirements.Supportthedevelopmentofthetestenvironment.

Writescodetofulfillfunctionalrequirements.StrongexperiencecodingintherequiredITlanguage.Supportsusertesting,de-bugging,anddocumentation.

Develops,implements,andmanagesdatabasepoliciesandproceduresforphysicaldb.Monitorsandadjustsdatabasestoimproveperformance.Migratesdataandconductsdataback-upactivities.

Convertsclient'srequirementsintotechnicalspecifications.StrongtechnicalknowledgeofanumberofITlanguages,platforms,andoperatingsystems.

Leadsdeveloperstocompleteapplicationprograms.Tasksincludecoding,designing,testing,andconfiguring.Guidesandmonitorstheprojectscheduleandqualitylevels.Programmingandtestingsubjectmatterexpert.Liaiseswithseniorstafftodevelopsolutions.

Technicalleadthatcreatestheoverallsolutionasperclient’srequirements.Overseesdevelopmentofandprovidesthetechnicalsolutiontotheteamincludinghardwareandsoftware.Reviewscode,supervisestesting,andreportstoseniormanagementonprogressoftheproject.

Gathers,understands,anddocumentsthebusinessrequirementstoshapethetechnicalsolutionfortheclient.Ensuresallresultingsolutions,testing,anddisasterrecoveryparametersmeetclient'sbusinessrequirements.Strongexperienceidentifyinganddocumentingbusinessprocesses.

Role ExperienceActivities

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F&ARoleDetails

Level1(Clerk) Basiccomplexityprocessing,rulesbased,basicresolution,backofficeactivities.Education:undergraduate. 0-2years

Level2(JnrAccoutningClerk) Complexprocessing,rules&judgmentbasedARwork.Education:undergraduate. 2-3years

Level3(Accountant,Entry) Highcomplexityprocessing,rules&judgmentbasedwork,fixedassets,basicanalysisandreporting Education:Graduate,CPA/MBAequivalent. 0-2years

Level4(Accountant,Mid-level)

Comprehensivegeneralaccountingactivities,complexjournalentries&reconciliations,fixedAssets,basicanalysis&reporting. Education:Graduate,CPA/MBAequivalent. 2-3years

Level5(Accountant,Senior) Extensivegeneralaccountingactivities,complexjournalentries&reconciliations,taxanalysis&accounting;fixedassets,advanceds&reporting. Education:Graduate,CPA/MBAequivalent 4-5years

FunctionalSupervisor Supervisesfunctionalwork,reviewsworkdeliverables,ensuresworkisaccurateandtimely.Producesvariousreportsformanagement 5-7yeas

FunctionalManager Managesthefunctionwithintheorganization'sestablishedpolicies.Arrangesandoverseescompletionofallwork.Suppliesregularorwrittenreports. 8+years

ProjectManager/TeamLeaderJunior

ProgramManagementExpertise;LedPMO;Ledmultipleteamsandmultipleprograms;Projectleadershipexpertise.

1-4years

ProjectManager/TeamLeaderAssociate 5-7years

ProjectManager/TeamLeaderSenior 8+years

SOXComplianceAccountant AccountantexperiencedinSOXassessmenttesting 5-7years

Role ExperienceActivities

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HealthcareRoleDetails

Role ExperienceActivities

VoiceLevel1 Dealingwithcustomerenquiries,rulesbasedbasicproblemresolution. Education:Undergraduate.Trainingc.4wks.

VoiceLevel2 Dealingwithcustomerenquiries,rulesandjudgementbasedbasicproblemresolution.Education:Undergraduate. Education:Undergraduate.Trainingc.5-7wks.

VoiceLevel3 Dealingwithcustomerenquiries,moreadvancedrulesandjudgementbasedproblemresolution.Education:Graduate.

Education:Graduate.Trainingc.8wks+.

Backofficeadmin(dataentry,admin..)Level1 Basicprocessing,rulesbased,basicresolution,dataentry.Education:Undergraduate. Education:Undergraduate.

Trainingc.4wks.

Backofficeadmin(dataentry,admin..)Level2

Basicprocessing,rulesandsimplejudgementbasedwork,dataentryandotherbackofficeactivities.Education:Undergraduate.

Education:Undergraduate.Trainingc.5-7wks.

Backofficeadmin(dataentry,admin..)Level3 Basicprocessing,rules&judgementbasedwork,backofficeactivities.Education:Graduate. Education:Graduate.Training

c.8wks+.Analytical/actuarialservices- Dataanalyst Graduatedataanalyst. Graduate.2-4yearsexperience

Analytical/actuarialservices-Modeller graduatedataanalyst,withmoreexperiencebuildingcomplexmodels,actsasprogrammanager. Graduate.4+yearsexperience

Analytical/actuarialservices-Consultant Providesinsightintodata,deliversanalysistoclients. Graduate.8+yearsexperience.

QualifiedMedicalVoice(Nurse) Qualifiednursemeetingrequirementstogiveadviceinonshorelocation Graduate.Qualifiednurse2+years

LicensedAgents Explainfeatures,advantagesanddisadvantagesofvariouspoliciestopromotesaleofinsuranceplansMustmeetindividualstaterequirementsandholdagentlicense

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InsuranceRoleDetails

Role ExperienceActivities

VoiceLevel1 Dealingwithcustomerenquiries,rulesbasedbasicproblemresolution. Education:Undergraduate.Trainingc.4wks.

VoiceLevel2 Dealingwithcustomerenquiries,rulesandjudgementbasedbasicproblemresolution.Education:Undergraduate. Education:Undergraduate.Trainingc.5-7wks.

VoiceLevel3 Dealingwithcustomerenquiries,moreadvancedrulesandjudgementbasedproblemresolution.Education:Graduate.

Education:Graduate.Trainingc.8wks+.

Backofficeadmin(dataentry,admin..)Level1 Basicprocessing,rulesbased,basicresolution,dataentry.Education:Undergraduate. Education:Undergraduate.

Trainingc.4wks.

Backofficeadmin(dataentry,admin..)Level2

Basicprocessing,rulesandsimplejudgementbasedwork,dataentryandotherbackofficeactivities.Education:Undergraduate.

Education:Undergraduate.Trainingc.5-7wks.

Backofficeadmin(dataentry,admin..)Level3 Basicprocessing,rules&judgementbasedwork,backofficeactivities.Education:Graduate. Education:Graduate.Training

c.8wks+.Analytical/actuarialservices- Dataanalyst Graduatedataanalyst. Graduate.2-4yearsexperience

Analytical/actuarialservices-Modeller graduatedataanalyst,withmoreexperiencebuildingcomplexmodels,actsasprogrammanager. Graduate.4+yearsexperience

Analytical/actuarialservices-Consultant Providesinsightintodata,deliversanalysistoclients. Graduate.8+yearsexperience.

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DeliveryLocationDetailsForEachCategory

F&ABPO

ApplicationDevelopment&Maintenance InsuranceBPO HealthcareBPO

Argentina Argentina India(All Roles) India(Voice &Data)Brazil Australia China(Voice) China(Data)

China Brazil Philippines(Voice) Philippines(AllRoles)CostaRica China Mexico(Voice) Mexico(Voice&Data)India CzechRepublic CostaRica(Voice) CostaRica(Voice&Data)Japan Hungary US(Voice) US(AllRoles)Mexico India Poland(Voice) Poland(Voice&Data)Philippines Malaysia Romania(Voice) Romania(Voice&Data)Poland Mexico SouthAfrica(Voice) SouthAfrica(Voice)Romania Philippines UK(Voice)Russia RussiaUK UKUS US

Insurance&healthcareBPOvaryrolesbydeliverylocationassomerolescommonlyonlydeliveredon-shoreorfrom

specificlocation.Forexample,medicallytrainedvoiceagentsaretypicallydeliveredfromtheUSandthePhilippines