Customer service outsourcing BPO, Customer outsourcing service, customer support outsourcing

Functions	Motif Differentiators
Effective Delivery Partner	Global Delivery Centers: India, the Philippines and Costa Rica Multi-channel Capabilities ISO/IEC 27001:2005 Certified: data and asset security Financial Strength: zero debt company, positive cash flow, profitable since first year of operation, backed by leading venture capital and private equity firms
Human Resources	Multi-step Screening Process: online English and Logic quiz, personal interview with HR, typing test, final interview with program manager, defined cut-offs for each step Rapid Project Ramp-ups: ready talent pool, referral schemes
Operations	Flexible Client Partnerships: seamless extension of our client’s team, every client is reference able Continuous Process Improvement: ongoing process analysis for improvements, inspire ideas, reward innovations, share best practices within programs Secure Work Areas: separate work areas for each program, restricted internet and printer access, USB ports and CD drives disabled, removable media not allowed in work area Open and Results Driven Work Culture: non-hierarchical work environment, low attrition rates, performance rewards, profit sharing, employee stock option, promotions from within Experienced Leadership Team: over 70 years of combined leadership experience
Training	In-house US Resident Trainer Training Approach: dedicated client certified trainer(s) for each program, 80% on the job training in work environment, buddy system and side-jacking with senior team members, periodic knowledge assessments Training Improvements: training manuals created and updated in-house, learning from errors imbibed in the trainings Motif University: develop soft skills, improve leadership qualities, leadership workshops
Quality	Quality Focus Approach: six sigma certified quality analysis team, stringent internal quality parameters, mentoring process with senior team members, periodic assessments through quizzes Real Time Knowledge Transfer: dashboards, quality scanning, error reporting tool, knowledge base Performance Improvement: regular feedback and coaching process, retraining for low performers, skip level meetings, performance linked appraisals
Technology	State-of-the-art Infrastructure: latest technology from Avaya and Cisco, 99.9% uptime record *247 Security –access readers on each entry/exit point, CCTV cameras, security guards, separate LAN for each client Fire Safety** – fire marshals and fire fighting equipments on each floor, fire drills conducted periodically