As US President Barack Obama's new health insurance plan takes effect this month, Indian outsourcers handling customer care for insurers there are expecting a big boost in business.
These BPOs are betting on confused customers jamming phone lines and cluttering inboxes seeking clarity on what kind of health coverage they are eligible for, what they need to do to sign up and how much it will cost them.
The landmark overhaul nicknamed Obamacare, which brings an additional 30 million Americans into the health insurance net, is already being targeted by Indian IT services companies, such as Cognizant, Infosys, HCL Technologies and Wipro, who are vying to build parts of the technology backbone of online health exchanges that link customers to insurance plans.
The US Department of Health and Human Services estimates that the call centres will receive 42 million calls about the federal marketplaces this year—a daily average of up to 200,000—plus answer 2,400 letters and 740 e-mails, and host 500 web chats daily.
The US government has already awarded a $28-million, one-year contract to Vangent, a unit of General Dynamics, to handle consumer questions. The Indian BPOs scent an additional business opportunity as well.
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These BPOs are betting on confused customers jamming phone lines and cluttering inboxes seeking clarity on what kind of health coverage they are eligible for, what they need to do to sign up and how much it will cost them.
The landmark overhaul nicknamed Obamacare, which brings an additional 30 million Americans into the health insurance net, is already being targeted by Indian IT services companies, such as Cognizant, Infosys, HCL Technologies and Wipro, who are vying to build parts of the technology backbone of online health exchanges that link customers to insurance plans.
The US Department of Health and Human Services estimates that the call centres will receive 42 million calls about the federal marketplaces this year—a daily average of up to 200,000—plus answer 2,400 letters and 740 e-mails, and host 500 web chats daily.
The US government has already awarded a $28-million, one-year contract to Vangent, a unit of General Dynamics, to handle consumer questions. The Indian BPOs scent an additional business opportunity as well.
Read More
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