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The BPO Practice - An overview

The Business Process Outsourcing or BPO, which includes back office companies and Customer Contact Centers, holds enormous promise for the Indian economy. The future growth of the sector is dependent on being globally competitive, as outsourcers are raising the bar on a continuous basis.

Uniquely positioned, India has the potential to become a world leader in the sector. QAI attempts to facilitate this potential by providing consulting and training services for enabling Operational excellence.

As it stands today, technology is no longer the differentiator. The ability to manage human resources and maintain quality, with an ability to meet ever-increasing customer expectations would be the growth levers.

Succintly put,

BPO organizations today have to focus on·

  • Managing service levels efficiently
  • Increasing quality of services delivered
  • Reducing costs of operations

And in the process

  • Ensure growth in revenues and profits
At the the first glance, these goals seem counter productive. How can a company increase service levels at the same time reduce costs AND improve Quality while ensuring shareholder value?

QAI India helps companies to achieve just this. With one of the largest pool of experienced consultants with multinational exposure, QAI India does this through a wide array of services that include:

  • Six Sigma Consulting, deployment and training
    • QAI India is the first company to have a Six Sigma Practice for the BPO space, and has Six Sigma Coaches with extensive experience of Six Sigma mentoring, training and deployment in BPOs and Customer Contact Centers.
    • QAI India regularly conducts training on Green and Black Belt certifications across major cities in Asia Pacific.
    • QAI India regularly conducts Champion and Overview trainings both in-house, as well as public training.

  • COPC Implementation and support
    • QAI India is the implementation partner for COPCSM and provides end-to-end consulting and assessment services for COPC certification
    • QAI conducts the COPCSM Registered Coordinator Training in India
    • QAI offers the COPC HPMT (High Performance Management Techniques) Training

  • Performance enhancement consulting and training
    • QAI provides consulting and training interventions in key operational areas like Transaction Monitoring, Service Levels, Customer Satisfaction, Data and Information Management and People Management
    • QAI India offers Benchmarking services for gap analysis and performance tracking.

  • People management consulting through deployment of the PCMM model
    • Using the People CMM® framework and methodologies, the People Consulting Practice's design solutions cover all Key Process Areas (KPAs) and Key Practices. (Why isn't PCMM included in this section then ?)


 

Overview to BPO Practice

COPC Implementation

Six Sigma

Training

Performance Enhancement

Certification

Clients

 

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Useful Links

Driving India's BPO Leadership...

Over 200 organizations worldwide trust QAI as their CMM®/CMMI® appraisal authority. These include:
QAI has been instrumental in creating high performance customer contact centers and BPOs. Our clients include:
24/7Customer.com, Accenture, Adventity, Convergys, Daksh, Epicenter, EXL Service, GTL, HCL BPO, Hughes BPO, Hewlett Packard, iGate GPO, ICICI Bank, Intelenet, Maersk, Mastek BPO, NIIT Smartserve, Reliance Infocomm, Standard Chartered (SCOPE), Talisma, Transworks, Wipro-Spectramind, WNS…
 

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