Aviva's BPO strategy - back to shared services

Aviva, the British insurance company, plans to move nearly 2,900 business process outsourcing (BPO) seats from third-party providers EXL and WNS to Aviva Global Services (AGS). Aviva has already transferred 1,600 employees from a third partner, 24/7 Customer, to AGS.

In doing so, Aviva is cutting down its reliance on BPO partners in favor of building up its own captive BPO center.

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