Showing posts with label bpo services paper. Show all posts
Showing posts with label bpo services paper. 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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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

Is the Indian Consumer Willing to Pay More for better Customer Experiences?

customer satisfactionCustomer engagement in India is fundamentally different from customer engagement in mature markets.  Unlike the mature markets that are plagued with stagnant growth rates and a saturated pool of customers,
the Indian economy has had healthy growth and a seemingly endless supply of new customers.  The expanding middle class and the emerging affluent[1] with higher levels of disposable income have fuelled an unprecedented growth curve for Indian businesses.  However circumstances are changing – the IMF recently reduced the growth estimate for India down to 6.1%[2] from the revised growth rate of 6.8% announced earlier in the year.  While still growing at a healthy rate compared to the mature economies, India is now facing a slowdown.
The questions smart businesses are asking themselves:
  • What can we do differently to maintain our revenue streams and profit margins in the soon-to-be-new normal?
  • Will the traditional approach of focusing business strategy on customer acquisition still work during the slowdown or should the focus be on retention of the most profitable customers?
The answer is not quite simple.  The typical Indian consumer is a discount shopper.  Bargain hunting is a favourite national sport, second perhaps only to cricket.  So it is not surprising that the predominant strategy of customer acquisition and retention has been based on pricing.  To drive greater customer loyalty, retailers are investing in building company and coalition loyalty programs with some success.  As Shopper’s Stop[1] discovered, even their most loyal customers time their purchases to Sales.  Shopper’s Stop now allows their most loyal customers to pick a Personal Sale Day of their choice every year and offers them discounts for that one day.
customersIn mature markets, differentiation based on pricing and product alone is no longer a sustainable strategy. Several companies have beaten the economic odds by offering differentiated customer experiences.  Research conducted by RightNow[1] (now part of Oracle) last year revealed that 86% of customers are willing to pay more for greater customer experience.
The billion dollar question is – Is the Indian market reaching that stage where the Indian consumer is willing to pay more for better customer experiences? 
Forward-thinking companies across service-based industries in banking, telecom, hospitality, airlines, and insurance are already anticipating such an eventuality. They have started leading the curve on the customer experience management in anticipation of a changing consumer landscape in India.
In the banking industry, where product offerings are largely standardized, Indian banks are now seeking differentiation through service experience. Standard Chartered Bank, India’s largest international bank, launched India’s first instant online credit card approval solution, which enables a customer to apply for a card online and receive an “Approval In Principle (AIP)” almost instantly. The experience here being remarkably different from the manual, paper intensive, and intrusive approval processes in place today at most banks.  ICICI Bank’s (“Hum Hain Na”) and Union Bank of India’s (“Good people to work with”) takes a different approach by focusing on trust, dependability, and superior quality of service as differentiators. In the airlines industry, Indigo Airlines has outstripped their competition with emphasis on customer experience with on-time arrivals, easy walk-on ramps, a well-groomed westernized crew, modern menu, and more.
One Indian company that has demonstrated that the Indian buyer is willing to pay more for customer experience is Tanishq.  Established in 1995 as a high-end branded jewellery retailer, Tanishq has become the most valued jewellery brand in India.  Through a differentiated customer experience – well designed exclusive retail showrooms, complementary nation-wide service, and a generous loyalty program – Tanishq has persuaded a lot of Indians to leave their traditional jewellers and go with Tanishq despite higher prices.
Much like their global counterparts, the Indian middle class is well informed, social, and influential.  However, traditionally, the Indian customer has been conditioned to be less demanding of the experience delivered. Therein lies the opportunity to surprise and delight prospects and customers.
Offering differentiation through experience will have greater impact on Indian customers compared to their western counterparts, who are accustomed to high levels of service delivery and have even greater expectations, thereby increasing brand loyalty. Certain segments of the customer base might even be willing to pay more for a white-glove treatment. The key to sustaining profitability during economic uncertainty will be to identify the right target customers and defining the right experiences.
Differentiated customer experience as a source of revenue?  That is an idea whose time has come for the Indian markets.
[1] Indian middle class: the emerging affluent, LiveMint.com Posted: Thu, Mar 15 2012
[2] Mint, 17-07-2012, Emerging Markets Get a Wake-up Call, Asit Ranjan Mishra
[3] As presented at the Loyalty Summit, February 2012, Mumbai
[4] RightNow Customer Experience Impact Report 2011
For more information about Aegis, you can visit the official website at www.aegisglobal.com
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Top Eight Considerations to Look for in a BPO Partner

customer care    Businesses really cannot afford to compromise on customer care and experience. Unfortunately, however, it is often the case that in the focus to improve revenue streams and cut operating costs, many businesses risk lowering the quality of their customer care.
One easy solution is to outsource customer care to a business partner. However, even here, much care and consideration must be given in finding just the right partner.
In a brief, “list-type” article I wrote for theContact Professional magazine, I offered eight important things to look for when trying to find an outsourcing solutions partner.
One – What kind of relationship is this?
Outsourcing is a strategic, cost-effective solution to manage costs. The decision to outsource, and the subsequent vendor selection process, can be daunting. Businesses are under increasing pressure to find an outsourcer with high quality standards at a reasonable cost. Ensure that your vendor doesn’t cut corners on elements most important to you and your customers. In fact, dispel the notion that the outsourced company is a vendor; re-think the relationship and approach it as a partnership.
Two – What are your goals?
Establish clear goals. Do you want to reduce costs, improve quality, enhance customer experience, generate revenue or retain more customers? You probably answered yes to all five, but what is your priority? The clearer your requirements, the better are your chances of achieving the desired results.
Three – What do they do well?
Look at the BPO partner’s experience in your vertical. Have they worked with your competitors or other firms in your industry? Their ability to understand industry-specific terms and concepts is critical to success. Your BPO partner’s knowledge base must be in-house or quickly acquired. They should be skilled at hiring highly qualified candidates with an industry background, good phone skills, and a track record in previous jobs. Once hired and brought into a stringent quality process, well-trained and high-caliber performers will put your BPO partner in position to meet your Key Performance Indicators.
Four – Where are they?
Compare the BPO partner’s geographical footprint to your location needs. Some providers utilize a one-site-fits-all approach that may not be right for you. Determine how comfortable your organization is with the location of your engagement. Choose an outsourcing partner who will locate your business where you think is best for that process. This is often referred to as a “right-shoring” approach.
Five – Can they scale?
Once you agree on locations, the successful BPO partner should be able to scale up to match your requirements. Look at their track record in opening and operating new locations. How fast can the engagement get up and running? Make sure your BPO partner proactively aligns its schedule with your business. If your business is seasonal in nature, ask about their experience in ramping up and down accordingly.
Six – What about its people?
“People are our most important asset” should be more than just a poster in the HR office; it should permeate the entire organization. A large percentage of a BPO partner’s headcount is its agent pool, so agent retention is a priority of outsourcers. Look at their portfolio of employee incentives and retention programs. Successful outsourcers implement creative incentive programs based on performance metrics and attendance. Innovators take it a step further. For example, we partnered with a fuel price protection solutions provider to roll out a unique fuel incentive program at many of our US locations. The program helped agents reduce agent commuting costs, which bolstered retention and strengthened our ability to recruit leading candidates from a broader geographic area.
Seven – Are they Certified?
BPO partners must operate in the same regulatory environment as their clients. The industry has certain certifications, and organizations possessing these tend to have more rigorous measures of performance quality. Statement on Auditing Standards No. 70, Service Organizations (SAS70), developed by the American Institute of Certified Public Accountants, represents that a service organization has thoroughly audited its control objectives and control activities, often including controls over IT and related processes. Payment Card Industry (PCI) certification also demonstrates rigor. If the Health Insurance Portability & Accountability Act (HIPAA) pertains to your customers, make sure your BPO partner understands the Act and knows how to treat your customers accordingly.
Eight – Can I get a reference?
Knowing who your BPO partner’s clients are is important, but do not be alarmed if they are not immediately forthcoming with logos. Even if the BPO engagement is performed in the same zip code as the client’s headquarters, outsourcing is still a sensitive issue. Most companies do not publicly disclose that they outsource customer care. Non-disclosure agreements between BPO partners and clients are typical. The reference check may have to wait until you are very deep in the selection process.
Of course, this list is not exhaustive and it does not replace your own intuitive business sense about the right fit with your business; however, this is a helpful guide to making daunting business decisions like outsourcing a crucial process, which customer care and management most certainly is.
Read the original article published on Contact Professional here.
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Wednesday, 17 April 2013

Aegis Global Academy (Institute of Customer Experience Management)

About Aegis & Essar Group

About Institute of Customer Experience Management

Our Parent Company

The Aegis Global Academy is part of Aegis Limited, a world-leading outsourcing services provider with over two decades of leadership in total customer lifecycle management.
Aegis is a trusted partner for 150 clients, who are served by more than 50,000 employees across 50 global locations across in 12 countries. The company’s core verticals are BFSI, Telecom, Healthcare, Travel & Hospitality, Consumer Goods, Retail, and Technology.
Aegis specializes in tailor-made solutions that cover the entire spectrum of customer and business experiences—across business processing, technology, and shared services - and offers customized engagement models to further facilitate the ease of doing business.
A name of international repute in the world of outsourcing services, Aegis is a leader in total customer lifecycle management and an innovator in customer care and acquisition for over two decades. Aegis has a track record of introducing innumerable process and technology innovations. A track record that has earned Aegis the trust of several Fortune 500 clients to manage their customer interaction, back office, and other routine business processes. Aegis began its operations in the US and expanded its reach across 40 locations worldwide with a workforce of more than 38,000 employees cementing its position as a global service leader. Aegis's areas of expertise is extensive-Healthcare & Insurance, Financial Services, Travel & Hospitality, Industrial/Technology, Consumer Products, Telecom, and more.

For many the name 'Essar' itself would be enough. However, to put things into persepctive, Essar Group is a multinational conglomerate operating in the sectors of Steel, Energy, Power, Communications, Shipping Ports & Logistics, and Construction. Headquartered in Mumbai, India, Essar is a US$15 billion group operating from across 20 countries with morethan 50,000 employees.
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