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Case Study on BPO Services for a leading IT Services Company

Call Center Services

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 in Business Process Outsourcing (BPO) services:

  • 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 BPO services. 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.

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