The client is one of the Top 5 outsourcing companies in the US providing diversified business process outsourcing solutions in Human Resource Outsourcing (HRO) and Information Technology Outsourcing (ITO). The challenge for the team was to successfully transition from account maintenance transactions (Level 1) to sensitive and complex transactions with financial implications (Level 2) while maintaining clients’ quality and productivity requirements.

The client is one of largest online travel companies in the US and offers online booking of airline tickets, hotel rooms, rental cars, vacation packages, cruises, and destination tours & services. The client has progressively added several travel related product lines in the last five years. With the increasing scope of services, they required their offshore partner, Motif, to be flexible and to constantly align its services with the new competitive environment, by providing personalized email response services with a turnaround time of no more than 3 hours 24x7 basis, year round.

The Business Process Outsourcing industry is one of the fastest growing industries in India – growing at a rate of almost 40% year on year. While, this presents an excellent employment opportunity, it also brings its unique set of challenges. Motif details the various best practices it has implemented to tackle these challenges.

The client, a top ten investment bank in the US, offers a range of investor services to its clients. These include share transfer services to over 2500 corporate clients in the US, maintaining approximately 22 million shareholder accounts. The challenge for the team was to gauge the quality score at the end of the first stage as the client had not defined any process to measure it earlier. Motif’s operations managers reengineered the process and defined measurement criteria to achieve zero tolerance at the first stage.