Business process outsourcing involves the contracting of the operations and responsibilities of a specific business process to a third-party service provider. BPOs are mostly service based. Our client, one of the largest e-tailing players in India, wanted to benchmark its customer satisfaction with the competitors and understand the satisfaction across key parameters. The company had recently transformed its organizational structure from function-based to vertical-based and wanted to create domain expertise for telecom vertical management.

Firstly, our team worked on creating a training model. The team did a process mapping and understood the end-to-end needs of the organisation. This assessment was done by analysts who were involved in data collection and interaction with industry experts. Also, our team interacted with Telecom company experts to understand the sync between BPOs and telecom companies. We collected the client’s and their competitor’s historical cost-data from various sources and then we analysed the data in different forms. Comprehensive Training material including strategic outlook of Telecom BPO market was then designed by the team.

Redseer delivered a 3-day workshop with the senior and mid-management of the client’s company to explain the current trends and the pros and cons of the transition. The industry standards were put forward to the client, the transition levels were explained by us. A complete overview of US/UK telecom market was done along with accounting the telecom process. After providing the client with the analysed report of the Strategic outlook of the global BPO industry, RedSeer did a continuous assessment and quarterly updates of the training material. The study helped the client create a strong knowledge base for newly created telecom vertical. It was influential in bringing up numerous ways of cutting down operational cost and increasing efficiency which would serve as a benchmark in one way or other.