Managing Director - A FTSE 250 Telecom Company
"The decision to outsource our customer operation activities was an extremely difficult one and our prime consideration in choosing our partner was that we could be confident that they would be as passionate about delivering our brand promise and improving our customer experience as we are.
From the outset, Mortgage Live Transfer demonstrated a flexibility and willingness to shape their operating model to provide a high level of integration with our core business. This pushed them ahead of their rivals. We were convinced that success would only be achieved if the entire organization viewed and treated our operations in India as being at the heart of our business and that the people in our offices in Bangalore and Mumbai saw themselves as valued members of our team, contributing to wider organizational objectives. I am delighted with the way that this approach has been embraced by employees in India and in the UK , where our Indian management teams have brought a new level of analytical rigor to improve our performance. Our front-line staff has demonstrated an infectious enthusiasm in serving the customers and our UK operations have supported the development of the new operation.
A year into our partnership, we are delivering our planned cost reductions, have seen business performance improve in nearly 90% of our KPI's and are even implementing the first new tariff plan designed by a front-line agent in Bangalore. Our expectations have been high but we have not been disappointed." |
