Home      Contact      Sitemap About Motif     The Motif Difference There are many BPO providers, but none that match Motif’s results. We have never lost a client due to performance, and all Motif clients are referenceable. According to a 2008 Information Week survey, 38% of companies cited “meeting agreed-upon metrics” as the area they would most like to see improved. In contrast, Motif clients experience cost reductions ranging from 25-50% or more, while also seeing their service level agreements (such as quality and turnaround time) met or exceeded. What makes Motif so different from other providers? Open, Results-Driven Culture While it’s important for every organization to establish the right culture, it is absolutely critical for BPO providers. Well-defined processes are important in our business, but because well-informed judgment also plays a crucial role in client transactions, the right people are of the utmost importance. Our founders developed a unique, results-driven culture that mirrors the best practices found in leading U.S. companies. These practices result in: Hiring the Best and Brightest: Employees are attracted to Motif’s generous benefits, family-like atmosphere, and stimulating work environment. This, coupled with our strict multi-step screening procedures, allows us to select only the “best of the best”. Motif agents are typically college graduates, and less than 10% of applicants receive offers. Results-Focused Employee Development: We hold employees to high performance standards, and often our internal standards exceed our client Service Level Agreements (SLAs). Low performers receive targeted coaching and training, and if performance doesn’t improve, employees are counseled out. In addition, all Motif employees have access to real-time performance data. Highly Motivated, Innovative Employees: Our employee stock ownership rate is one of the highest in the offshore BPO industry. This, coupled with our open, non-hierarchical work environment and frequent rewards/recognition for performance, creates highly motivated and innovative employees. Strong Employee Retention: High turnover is a problem in much of the BPO industry. Motif’s attrition rates are well below industry average in both India and Manila thanks to our unique company culture. Our lower attrition rates ensure a knowledgeable workforce, deeper domain expertise on the front-line, and longer-tenured team leaders. Flexible Client Partnerships Our backgrounds in management consulting and a variety of other industries allow us to focus on understanding your needs rather than convincing you to adopt a “one size fits all” approach to BPO. As a Motif client, you can expect flexibility along three dimensions. First, we are flexible and creative with regard to pilots and contracts. We will gladly work with you to develop a risk free pilot on the front end, and our contracts often feature gain sharing/creative pricing, risk sharing (e.g. significant penalties for missing SLAs), and/or the establishment of high volume variance thresholds. Second, our staffing models allow for rapid project ramp ups, the ability to handle overflow, and the design of small, nimble teams. Finally, we are flexible with regard to learning with our customer partners. We share newly developed innovations and enjoy exploring proof-of-concept experiments with our clients. World-Class Leadership Team A recent survey showed that 40% of companies believe that “lack of industry knowledge” is a significant disadvantage for most BPO vendors . Our leadership team proves otherwise. Motif has assembled a team of senior executives with over 70 years of U.S. experience with companies such as McKinsey & Co., Boston Consulting Group, Deloitte Consulting, eBay, Intel, Sun Microsystems, and AT&T. Our executives are always available to our clients and work closely with them to provide strategic guidance. Some highlights from our leadership team’s biographies include: Bob Kaplan, CEO: With over 30 years experience as a management consultant, senior executive and board member, Bob has expertise in strategy development and implementation, organizational effectiveness, and information systems and technology. Bob has held executive positions in venture-backed companies, served as the head of the Office of Information Services at Silicon Valley Bank, and was a Senior Partner at McKinsey & Company for many years. Kaushal Mehta, Founder and Chairman: Kaushal, along with his wife Parul, founded Motif in 2000. He received his Masters degree in electrical engineering from the University of Texas and then spent several years working with technology companies such as Sun Microsystems. Kaushal brings a tremendous passion for quality to Motif, and he works intimately with our clients as well as our employees on this. Karl Wiley, U.S. President: Karl is responsible for all of Motif’s U.S.-based operations. He joined Motif from eBay, where he worked over 6 years; most recently, he was COO of Microplace, eBay’s online securities brokerage startup. Prior to eBay, Karl was VP of International Operations with Alibris, an e-commerce company focused on books, movies and music. Parul Mehta, Chief Innovation Officer: Parul brings 16 years of experience in the IT and services industry, and she holds a Masters degree in Electrical Engineering from The University of Texas at Austin. Parul spent 6 years at Intel in Santa Clara, CA, starting as a Design Engineer. She has applied her experience in order to develop robust operational processes, software development capabilities, and a unique work environment at Motif. Parul’s customer service orientation has helped Motif consistently achieve high levels of client satisfaction. Rich Van Pelt, VP of Training and Process Migration: Rich has over 15 years experience as an international trainer and process migration specialist. He is one of Motif’s first points of contact for new customers, spending significant time on-site to ensure that agent training effectively imparts both technical skills and relevant cultural understanding. Prior to Motif, Rich was instrumental in setting up AT&T call centers in Florida. Please click here for more information about our leadership team. Motif’s three competitive differentiators – an open, results-driven culture, flexible client partnerships, and a world-class leadership team – combine to provide a uniquely strong foundation for our People-Driven Continuous Improvement Methodology. This methodology enables us to achieve unmatched quality and ongoing productivity improvements for all our clients. ^ TOP       MOTIF ADVANTAGE: • Best in class People Processes • Innovative Operations Management • Continuous Process Reengineering • Flexibility and Responsiveness Copyright © 2006 Motif, Inc.