RSA extends Accenture BPO deal

Insurer reaps financial benefits by outsourcing its customer service and back-office administration

RSA 's BPO deal includes outsourcing of its customer service function

Insurer RSA has extended its business process outsourcing (BPO) contract with Accenture for a further two years.

RSA – formerly Royal & Sun Alliance – initially signed a contract with the consultant firm in 2003 for the provision of front-line customer service and back-office administration services across its sales, service, claims and customer accounting functions, supporting direct, affinity and broker customers.

According to RSA, the agreement was extended due to the supplier’s experience in the insurance sector, which enabled a thorough understanding of the business.

“In addition to cost reductions, RSA is benefiting from high service levels, which are essential for customer satisfaction and our future revenue growth,” said Bill Taylor, chief operating officer of sales and service and head of BPO strategy at RSA.