ABOUT THE CLIENT
Client is a global technology services company
APPROACH
Qualitative research
Sample Size – 250+
PROBLEM STATEMENT
Identify two additional operations support centres to reduce risk and ensure 24/7 global service availability.
Develop an RFP to evaluate potential BPO/KPO partners based on technical and operational capabilities.
Analyze cost-effectiveness vs. service reach to shortlist the best partners.
Ensure high-quality service providers through extensive research and reference checks.
OUR SOLUTIONS
Defined selection criteria based on company size, geographic presence, and service offerings.
Developed an RFP outlining the required technical and operational support services.
Conducted primary research with 250+ in-depth discussions across 50+ BPO/KPO providers in India, Central America, Central Europe, and Southeast Asia.
Performed reference checks (3-4 per provider) to assess service quality and reliability.
KEY TAKEAWAYS
50+ potential BPO/KPO partners identified based on client needs.
Five optimal partners shortlisted after a detailed evaluation.
Comprehensive insights on pricing, service reach, and performance for informed decision-making.
Enhanced operational resilience by diversifying support centres across multiple regions.
OUTCOME
Reduced risk of operational disruptions by moving from a single support center to multiple locations.
Round-the-clock global service availability through strategically placed support centres.