Pro services bureau
High Quality in the Indian Outsourcing Industry
Outsourcing to India is now more about high quality rather than cost. Indian companies are fast scaling up to match or surpass international quality standards and are ensuring that they stay ahead through stable quality systems and continuous quality improvement.
The Indian BPO industry, which previously relied on its cost effectiveness to attract customers, is now under an entirely different dictatorship. Quality is the new buzzword and is dominating business processes and services like never before. Ninety percent of ITES-BPO companies now have specialized quality departments that are responsible for ensuring accurate, reliable services to their customers. The spotlight in Indian centres is now focused on ensuring standards of quality that are at par with, if not superior to their counterparts abroad.
Defining Quality
Quality departments have a straightforward approach to identifying the areas that require quality control. The first step is the identification of parameters that are ‘critical to quality’. These parameters almost always include the client’s requirements and expectations. Other key factors like accuracy, productivity and turnaround time are also outlined.
Most companies are now also following the process approach. The process approach is a description of the linkages between all the activities that work towards meeting the finest quality standards that have been identified by prevalent quality norms and the client’s expectations.
The Indian Advantage
The Indian advantage lies primarily in the educational and technical qualifications of the personnel, who are often more qualified than the people working in the parent locations. A survey conducted in 2002 by NASSCOM (National Association of Software and Service Companies) showed that an India based ITES-BPO center in the banking and financial service sector, performs better than a UK or US based facility on significant factors such as the number of correct transactions/total number of transactions, total satisfaction factor, number of transactions per hour and the average speed of answers.
