Showing posts with label bpo outsourcing India. Show all posts
Showing posts with label bpo outsourcing India. Show all posts

Wednesday, 29 May 2013

Aegis Ranked Amongst the Top 12 on IAOP's 2013 Global Outsourcing 100 List



 DALLAS and MUMBAI, India, May 9, 2013 /PRNewswire/ --
Aegis Limited, a leading outsourcing and technology services company and part of the USD 27 billion conglomerate Essar, today announced that it has been ranked 12th in the International Association of Outsourcing Professionals (IAOP) 2013 Global Outsourcing 100. Aegis has moved up the charts of the Global Outsourcing 100® rankings from 26th in 2009 to 12th in 2013. The Global Outsourcing 100 list serves as the essential industry reference of innovative outsourcing services companies in the world.
The Global Outsourcing 100, in its eighth year currently, is an annual ranking by IAOP of the world's best outsourcing service providers and serves as an essential reference for companies seeking new and expanded relationships with the best outsourcing services providers. The applications sent by service providers are judged by an independent panel of experienced outsourcing buyers on four critical characteristics - size and growth, customer references, organizational competencies and management capabilities.
Other than being cast as a Leader in the 2013 Global Outsourcing 100, Aegis is also cited in various sub-categories in the 2013 listings
  • Leaders in Number of Employees Globally
  • Best CSR in Outsourcing
  • Best 20 Leaders in Healthcare
  • Best 20 Leaders in Telecommunications
  • Best 20 Leaders in Customer Relationship Management Services
  • Best 20 Companies in Financial Management Services
  • Best 10 Companies in Australia/New Zealand
  • Best 20 Leaders in USA
  • Best 20 Companies in India
"Our strategy of placing customer experience management at the center of our business is clearly taking us places. At Aegis, the art of managing, enabling, extending and enhancing customer experiences across multiple channels is at the core of our solutions portfolio. We see customer experience as a powerful transformation lever for any organization, and we can architect a multidisciplinary solution that's best suited for our clients, right from strategy to execution," said Sandip Sen , Global CEO, Aegis Limited.
Aegis' consistently rising trajectory on this list is an outcome of strong client references before the IAOP panel as well as its winning customer experience strategy. The company continues to invest in innovation and look at moving up the value-chain with transformational business process services and vertical specific back office solutions to further enable clients meet their corporate goals.
"As applicants continually raise the bar and as the outsourcing industry continues to grow and mature in many markets, competition is tougher," said Jag Dalal, Managing Director of Thought Leadership, IAOP and chairman of the judges' panel. "Being named as a leader in The Global Outsourcing 100 is a great achievement, particularly given the strong competition, and we are proud to recognize Aegis for their excellence."
About Aegis
Aegis is a global outsourcing and technology company committed to impacting clients' business outcomes by focusing on enhancing customer experience across all touch points and channels. Aegis was founded 30 years ago in the US and now has operations in 56 locations across 13 countries with more than 55,000 employees. Aegis services over 300 clients from verticals such as Banking and Financial Services, Insurance, Technology, Telecom, Healthcare, Travel & Hospitality, Consumer Goods, Retail, and Energy & Utilities. The company is wholly owned by Essar, a USD 27 billion conglomerate. For more information write to us at info@aegisglobal.com or visit http://www.aegisglobal.com
About Essar
Essar is a multinational conglomerate and a leading player in the sectors of Steel, Energy, Infrastructure and Services. With operations in more than 25 countries across five continents, the Group employs 75,000 people, with revenues of $27 billion.
About IAOP
The International Association of Outsourcing Professionals® (IAOP®) is the global, standard-setting organization and advocate for the outsourcing profession. With more than 120,000 members and affiliates worldwide, IAOP helps companies increase their outsourcing success rate, improve their outsourcing ROI, and expand the opportunities for outsourcing across their businesses. To learn more, visit http://www.IAOP.org
Media Contacts

Essar media contacts
Manish Kedia , Senior VP Corporate Affairs
Essar Group
Phone: +91-98197-30092
Email: manish.kedia@essar.com

Aegis Global
Danveer Bhasin, Associate Vice President, Marketing
Aegis Limited
Phone: +91-99301-35788
Email: Danveer.Bhasin@aegisglobal.com
Aegis Americas
Kevin Nolan , Senior Director, Marketing
Aegis Limited
Phone: +1-214-505-9732
Email: Kevin.Nolan@aegisglobal.com

IAOP Media Contact:
Kate Tulloch-Hammond , Manager, Media and Communications
Phone: +1-845-452-0600 extension 122
Email: kate.hammond@iaop.org
SOURCE Aegis Limited
aegisglobal.blogspot.com
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Tuesday, 28 May 2013

How your Company can Assess Customer Experience Intuitively

Customer-Experience      Providing a great customer experience is not a well-kept secret that only companies like Amazon can access. In fact, the best customer service I get today is at my local hardware store.
Let me describe my experience here. Every weekend I find in my email inbox, an updated online catalogue of new products, mailed to me by my hardware store. When I drop by at the store, the single clerk at the register is non-intrusive but attentive to answer any questions. Aisles are labeled correctly and goods organized according to categories with little scope for confusion – customers can pick up what they need, independent of a sales person.
Features of every product are described on charts along with the pricing. A Wi-Fi enabled computer kiosk in the store helps shoppers who want to look up reviews of any product online. And that’s not all, if I have to wait in the billing queue for more than 5 minutes, I am offered a discount on my next purchase – and complementary home delivery. And post my purchase, I can call the store for free help any time.
To me, the management of this store knows exactly what their customers want at every stage. Week after week, I leave the store with a smile on my face and the store has earned itself the loyalty of a customer who remembers it above competition.
Why has this small corner store gone through so much end-user value addition focused on keeping acustomer happy? Because they know something that organizations across the world are beginning to understand: the value of retaining customers through good customer service. It’s no secret that the most common way of losing customers is through bad customer service. And if we’re talking numbers, the average value of every customer relationship abandoned or lost to competition is approximately a hefty $289[1]. My hardware store has understood this and supports my shopping path right from the time I plan to buy, look around for product information and discounts, make a purchase, look at delivery options and seek after-sales support. Furthermore, their main focus lies on keeping a customer happy while empowering other players in the chain to contribute – in effect, it is creating a Value Constellation.
This is a far different from traditional routes where companies position themselves appropriately on the Value Chain, so that they provide the right experience to their customers and offer them value in the right ways. This model requires suppliers to provide the required goods and/or services to a company, which would then add its value to these goods and services before passing the offering on to consumers[2]. Every level in the value chain played his role as best as he could; but there was little effort towards complementing and supporting other levels in the chain.
In a Value Constellation, the focus does not lie on the company or the industry(as it previously did) but on the value-creating system itself, within which different economic actors – suppliers, business partners, allies, customers – work together to co-produce value.[1] What my small hardware store is doing, was creating an entire business environment that was empowering other players in the economic chain – the store, the delivery personnel and the customer to be a part of the process of creating value.
Value constellation works so well because it allows you to gather customer feedback at every stage of the lifecycle. Your representatives will not be called only when there is an issue late in the buying cycle or post purchase but rather, you could gather data based on experience at every stage, and provide your customers with more intuitive, “proactive”, game-changing and differentiated experiences.
Renowned furniture retailer Ikea is a great example of a company that functions successfully as a Value Constellation. Ikea itself is not just a retailer as much as it is the center of a value constellation of goods, services, management, design and support. With Ikea, a customer understands that their role is more to create value than simply consume it. What the company manages to do, (and successfully), is orchestrate the entire social, financial, managerial and technical engineering that ensures its smooth operation.
There are an increasing number of companies jumping onto this bandwagon. Amazon.com discovered that it could provide its customers with a larger range of services interconnected with their basic service which was e-commerce. It has progressively partnered with a number of companies such as Marks and Spencer, Toys ‘R’ Us and Target to offer integrated value to its customers. It now ranks as one of the top companies in the world forgreat customer service.
Your company could benefit from a similar approach. In our coming blog posts we will delve more into the concept of a Value Constellation, so you can see what you could do to keep your customers happy and your business profitable.
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Letting your customers show you growth

Linear Growth     The BPO industry has witnessed a surge in the past few years. In fact, over the past decade, it has grown more than tenfold, from USD 8 billion in 2000 to USD 88 billion in 2010.
This rapid spurt in the industry is slowly giving way to a steadier pace of growth – driven by an increased customer-focus.
Traditionally, companies have recognized two broad growth drivers in the industry: ‘linear’ and ‘non-linear’. Linear growth is a stable revenue growth proportional to a company’s rate of growth in manpower. In contrast, non-linear growth is achieved when a company increases its revenue and operating income by a higher rate than the rate of growth in manpower. Non-linear growth itself encompasses a number of drivers (KPMG has identified seven) including cloud computing, intellectual property, mergers and acquisitions, and branding.
Customer ExperienceToday’s customers expect and appreciate superior, personalized experiences across every interaction with a brand. This has led to the emergence of customer engagement and customer experience as equally strong drivers for growth, as much as the linear and non-linear aspects. With the growing popularity of social media, micro blogs and a host of other networking platforms, delighted customers today have instant access to hundreds of friends and followers. They express opinions, share views and serve as critics or ambassadors for a brand – making it all the more critical for organizations to effectively engage with them and offer them the right customer experiences.
Organizations are increasingly leveraging the whole ‘customer experience’ paradigm to build competitive advantage and grow their business. They are exploring multiple engagement models, each of which firmly places the customer at the centre stage. With an “outside in” approach, many of these models are focused on improving the entire brand experience from the end customer’s perspective. Organizations are also investing in the right People, Processes and Technologies to optimize the customer experience they offer across every touch point of customer interaction.
With organizations considering customer experience as a key growth driver, besides the traditional linear and non-linear methods, there is a fundamental shift in business outlook. Businesses are focused on aligning their solutions to meet customer needs today and on keeping their offerings relevant tomorrow.
Naturally, there is a need for companies to partner with the right customer experience partners and R&D houses to achieve this. They need to gain better insights and customer focus to drive growth in future. At the end of the day, superior customer engagement has proved itself to be a factor that organizations have to sit up and take note of. Brands now have only one choice to make – which customer engagement model best suits their business?
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Sunday, 26 May 2013

Aparup Sengupta among Global Powerhouse 25

aparup-sengupta-smiling     IAOP’s Globalization Today magazine publishes an annual list of Global Powerhouse 25, which is a list of individuals who hold the most influential power in the outsourcing industry.
Initially, hundreds of individuals from the industry are nominated to be on the list. After a round of online voting as well as a thorough evaluation of the nominations by the IAOP expert panel, 25 leaders are finally selected to be on the list.
This year, Aegis CEO & MD Aparup Sengupta has been featured along with leaders from leading organizations like Capgemini, Johnson & Johnson, Accenture, Nokia, and Deloitte.
It is a well-deserved recognition for Aparup! Aegis takes pride in this news.
To view the complete list of the Global Powerhouse 25, visit www.globalizationtoday.com.
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Saturday, 25 May 2013

CSR and Value – Making the Connection

Aegis CSR     When enterprises around the world realize they are at the receiving end of environmentalists’ wrath, they immediately took up random social projects to allay their reputations.Negligible visibility into the real value of these well-meaning ventures means they often fail without any tangible benefits to the environment or the organization. Because of this, social projects and value were often perceived to be on two ends of a spectrum.
The fact that there is still no defined goal and methodology for social responsibilities makes the situation a little more complicated. However, it is commonly agreed upon that the result of any corporate social activity is expected to create positive value for the organization, environment, and society at large. This can only be done if companies go more in-depth into this functionality, along their culture, business strategy and underlining thought to take up initiatives that are more than just PR fluff.
The companies which understand this are the ones that go extra mile toinnovate and customize their socialpractice.They realize that CSR is a tool for the organizations to generate the following:
  • Value creation through operational and humanitarian excellence.
  • Value integration through risk management and skill sharing for community development
  • Value redistribution by creating new business opportunities, enhancing shareholder value and creating livelihood opportunities
And the benefits of these are quite tangible. All this clearly leads to innovation of business operations, sustainable and shareholder value creation. It also includes the societal factors in an effort to address long-term positive impact over short-term systems that may be detrimental to the environment. Through this, there is an economic growth of the business including the socio-economic factors. And last, but not least, organizations can increase their connectivity through partnerships and associations.
Corporate Social Responsibilities provides value to organizations, society and ecosystems through 3 different aspects of value:
  1. Value Creation
  2. Value Integration
  3. Value Redistribution

1.   Value Creation:
Organizations can co-create value with customers to meet and exceed customer expectations. By includingcustomer thoughts, organizations are providing them with superior value through a delivery platform that is both customized and innovative.For example, in 2008, Walmart ran an ad campaign designed to raise awareness about the environment and the eco-friendly product choices consumers could make. This worked out to be beneficial for both consumers, who were on the brink of wholeheartedly embracing environmentalism, and for Walmart, who could push sales of their more environment friendly products.Engagements like thislead to economic growth for both the clients and organization itself. At Aegis we co-create value with our customers and provide them superior value through our global delivery platform and a class of service that is customized and innovative to meet and exceed their expectations.
 2.   Value Integration
Value integration helps provide value for the clients, the organization and the environment. It helps in tapping untapped markets and building partnerships along the way – providing inclusive progress for the business and for people within and outside of the organization.Therefore the profit is second-handed for business expansion leading to diversification into different sectors of industry, solutions and geographies.
3.   Value Redistribution
Redistribution of value mainly addressesthe human supply chain through diversity inclusion. Inclusive progress leads to improvements in employee retention, performance and further business expansion. It sensitizes employees to other cultures and backgrounds of the society therefore transforming the outlook of people within, to co-create for the society.
To extend support beyond employee and to the larger society, Aegis launched its Sustainability and Diversity & Inclusion framework.
Organizations are obviously seeing the benefits of the value gained by Sustainability and Diversity initiatives.When Bill Gates and Warren Buffett visited India in 2011 to popularize their “Giving Pledge”, they propagated that the effort was not CSR, but rather, CSC –a corporate social ‘Compulsion’.
So, it is a necessity for organization to put proper practices into place. However, as an enterprise dedicated to providing both employees and customers with good experiences, leaders need to take into account the real value being generated. With intelligent research and actions, organization could view drastic improvements to their internal functioning and external environment.
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