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Examples of Six Sigma Application in BPO

Example 1: Increase in Customer Satisfaction for a Healthcare BPO Key findings of the project Errors in claim adjudication (over or under payment) Avoiding ownership of cases Compliance to process guidelines Missed call backs Key actions implemented Introduction of an

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Upcoming IT Outsourcing Trends 2014 – Offshorent

Upcoming IT Outsourcing Trends 2014 – Offshorent. IT Outsourcing has undergone changes every year in the form of witnessing new trends. What you would see differently in 2013, may surprise you associated with the trends in Outsourcing. But when you

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What is making news in Outsourcing?

Falling for “Her” The beautiful, dark and intriguing world of “Her” is a signal that the exploration of artificial intelligence, voice and natural language technologies – creating avatars that understand, listen and decipher what we say – is something that

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Application of Six Sigma in BPO

Six Sigma, developed by Motorola in 1981, is a set of strategies, techniques and tools for process improvement. It originated in the manufacturing sector but has proved beneficial and has been deployed extensively by companies in the services sector. The

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Are Banks Planning to Fail or Failing to Plan?

Case Study: Change of Address and Verification by the Credit Card Division of Leading Indian Bank Credit Card fraud continues to steadily rise with multiple cases related to identity theft, fraud application, account takeover, skimming, tele-phishing etc. Are Banks prepared

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BPO: From Service Providers to Strategic Partners

What are the GROWTH challenges for BPO Service Providers in India?     Despite the economic slow-down and emerging competition from BPO destinations such as Philippines and South Africa, the Indian IT BPO industry crossed the magical figure of 100

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Is your business strategy aligned to your Customer needs?

To stay competitive and achieve potential growth plans, every business needs to align its strategies with customer needs and demands. However, customer needs keep changing due to a combination of factors. So, how does a company analyze customer needs? What

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