BPOs have traditionally relied on labor arbitrage and scale efficiencies to offer value to their customers, however, the BPO market has evolved into process specializations that can quickly offer clients automation efficiencies. According to analysts, the volume of documents coming into enterprises has increased by 4x in 2020, and they're looking to BPOs to help them manage this increase in workload. This then finds many BPOs at an inflection point where they are choosing between investment in additional resources or greater levels of automation. In this blog, we discuss changes in the outsourcing industry with TCG's Australia team, who support these organizations with improving automation through a mix of modern technology and experience.
Insurance companies were among the earliest adopters of the first wave of digital transformation - simply because their whole business is processing information from documents. From large global providers, to smaller, country-specific insurers, the industry as a whole has been impacted significantly by the new ways in which customers expect to communicate with services like insurance: via phones, computers, websites, apps, social media channels. In this interview with Erwin Schwartzel, TCG will connect the dots on the evolution of technologies and solutions available, how they address the customer experience and ingestion of customer information, and how TCG's customers are utilizing the technology to improve customer interactions while reducing risk.
When TCG confirmed its strategic plan to expand to the Canadian market, it looked to an industry veteran with the experience and cross-industry network needed for success. In our interview with TCG Canada CEO Patrick Guillaime, we discuss the unique challenges facing Canadian organizations, why the platform’s no/low code approach is particularly important to his market, and the key partnerships that make for a genuinely happy customer base.
