The Customer
The customer is a leading IT services organization. The BPO division of the organization had to perform mail order fulfillment for millions of orders each month. Outsource2india helped this customer to design and develop a BPO platform to be used for order fulfillment.
The business challenge
The client was facing a number of challenges in Business Process Outsourcing (BPO) services:
- Their BPO division was delivery focused and required extensive hand-holding on BPO platform management
- The existing internal IT support was not specific to BPO platforms and was more focused on desktop management
- The current support service team was not well-versed with the BPO domain and therefore was not able to meet the requirements
- The support turnaround time needed to be improved
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