Support Analysis
The company had the following issues:

– The cost of support services was high and
   competitors had significantly reduced their
   costs by leveraging India.
– The company wanted to approach it in step by
   step migration stages to reduce the service
   risks to customers.

Initially an experienced migration team was sent to the client site in the US to understand quality and operational processes. A dedicated team of 50 agents were recruited and trained. The training included pre-process - accent, US conditions, customer service skills followed by Client specific product and process training.

Representatives from the client side were onsite for product training and to oversee the launch.

Point-to-point connectivity was established between India and the client system for secure access to client databases and systems. The offshore centre connected to legacy (mainframe) systems at the client end using terminal emulation software.

The offshore centre met all program performance metrics (Quality, Average Handle time, Conversion Rate, $ per Conversion) within 4 weeks of program launch. The program will ramp to several hundred positions in 2003 along with new support processes being added. The expected savings are at least 40% of current costs in the US.

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