A Case Study on BPO Services for a Leading IT Services Company

The Customer

The customer is a leading IT services organization. The BPO division of the organization had to perform mail order fulfillment for millions of orders each month. Outsource2india helped this customer to design and develop a BPO platform to be used for order fulfillment.

The business challenge

The client was facing a number of challenges:

• Their BPO division was delivery focused and required extensive hand-holding on BPO platform management
• The existing internal IT support was not specific to BPO platforms and was more focused on desktop management
• The current support service team was not well-versed with the BPO domain and therefore was not able to meet the requirements
• The support turnaround time needed to be improved

The solution

Outsource2india provided the customer with a team who had expertise in Oracle DBA, BPO platforms and operating systems. Outsource2india setup a support operations centre with voice/email/internet infrastructure and remote access environment to sustain the customer’s operations.

The following technical support services were provided by Outsource2india:

• Daytime support for US
• Periodic cleanup activities and regular maintenance
• When there was an excess of processing required, the support was extended to 24 hours
• Configuration and installation of applications
• Regular upgrades and patches to the application
• User creations for the application
• Managing the access of users for the application
• Periodic maintenance of databases
• Resolving and troubleshooting application errors

The results

The customer has been extremely satisfied with our performance. Many performance issues faced by the client have been resolved by us. This has led to a significant increase in the productivity of our customer.

Call Center Services from Outsource2india

Inbound Call Center Services - Outsource your Inbound Call Center Services to O2I and greatly benefit from high quality services at a cost-saving of up to 50%.

Telemarketing Services - For specialized Telemarketing Services which include appointment setting and merchant account services, outsource to O2I.

Outbound Call Center Services - Outsource your Outbound Call Center Services to O2I and greatly benefit from high quality services.

Technical Helpdesk Services - Transform your business processes and increase your business value with O2I’s high quality Technical Helpdesk Services.

CATI Services - Outsource to O2I to benefit from next-generation CATI Services, which employ state-of-the-art technology.

Disaster Recovery Services - O2I offers end-to-end Disaster Recovery Services and business continuity services which are 99.99% reliable.

Email and Chat Support - Focus more on your core business, while we at O2I answer your customer’s email queries. Outsource your Email Support and Chat Support Services to O2I.

Outsourcing to India: Discover Why India is an ideal place to outsource to, Read more on Why Outsourcing has become necessary and find out more on what services can be outsourced to India.