Insourcing vs Outsourcing Collections: The Choice Between Profitability and Customer Experience


Tisha Clausell

Vendor Performance Manager,
Zurich Insurance

Gail Mengeling

AVP, Finance Operations, North America,
Zurich Insurance


[0:00] Moderator: Alright guys, so thank you for joining today's session on what you should go with insourcing or outsourcing collections. So a little bit of a speaker buyer at Zurich Insurance Group is a Swiss insurance company. And today we have two speakers from Zurich, Tisha Clausell to my left, and Gail Mengeling on my right. Tisha is a vendor performance manager and gal as a governance manager. So that's it. That's introductions, Please give a round of applause to these two ladies from get started. Thank you. [0:37] Gail Mengeling: Thank you for coming today, guys. So we're going to talk about the difference between insourcing in house collections versus outsource collections. And hopefully by the time you end this presentation today, you'll have a little bit of a feel on what we felt as we've gone through the journey of having both in house and external as well as we actually kind of use a hybrid approach, we have some that we still have in the house. And we used a vendor to outsource. So hopefully by the end of this, this certain session, we'll have a feel of what our advantages have been in our experience,…

What you'll learn

  • 4 parameters to choose between in-house and outsourced collections

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