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Part - XI

• At present, most companies are targeting geographies like the US and UK. However, industry gurus believe that the rest of the major English-speaking world-like Australia and countries in the Asia-Pacific-is ripe for large scale outsourcing initiatives. In addition, there is a need to tap the French and German markets as well.
  
  Thus the companies through investments in people, processes, infrastructure and redundancies, would be able to meet client expectations, and peg them at a high level.

The Mantra for Success

There are number of BPO companies operating in the market. To gain competitive advantage Escorts Finance Limited should focus on following: -

• While the outsourcing company's management focuses its time, energy and resources on building the company's core business, service providers should assume full responsibility for managing day-to-day customer contact and back-office operations.

• Cost reduction, an important consideration, could be achieved through process re-design, use of the latest technology and economies of scale.

• The third most important criteria is to improve service quality. Company should organise and manage business processes with a view to providing a higher level and quality of service to customers, both external and internal.

• Again the focus of the service provider should be on building a more competitive business, providing the supporting systems and services to the business and helping companies compete more effectively in the global marketplace.

• Apart from these, other factors like meeting changing customer demands and access to advanced technologies are also very critical.
  
  On the whole, company should endeavour to provide a value proposition that maximises value to the client through cost reduction and long-term savings through process improvements and productivity enhancements.

Concluded.

*Contributed by -
Shuchi Singla,
Global Business Operations, Semester-11,
Shri Ram College Of Commerce,
University Of Delhi.