Calling time on attrition

With insurers' Indian offshoring programmes gaining pace, how sustainable is the cost benefit delivery as other countries gear up to take India's crown? While technology will help insurers sweat the value out of existing investments, where will this leave insurers' service to brokers? Jane Bernstein reports

Offshoring is now a fact of life for large sectors of the financial services industry and many insurers have built it firmly into their business plans. Insurers will need to keep a careful eye on fundamental areas such as human resources and developments in technology in order to get the most out of their offshore investment and, perhaps more importantly, to maintain good customer service levels.

One issue that could potentially cause trouble ahead is employee retention, with some recent reports