Resumo de Moving Up The Ladder

? Moving Up the Ladder ?

As Indian players scale up the value chain, Motif provides high-end BPO services to one of the largest financial institutions in the US.

The Company
A leading financial institution in the US that offers a range of investor services to its clients. These include share transfer services to over 2000 issuers, maintaining approximately 22 million shareholder accounts..

Business Need
The customer was on the look out for an outsourcing/offshoring location which could meet its needs in terms of security of information and accuracy of transactions processed. It was looking for a partner that had the following capabilities:

To provide English-speaking, skilled manpower resources
An understanding of the financial market in the US and relevant domain expertise
Proven ability to comply with all its Service Level Agreements (SLAs)
The Solution
Motif India provided a solution tailor made for the financial institution. A vast pool of English-speaking graduates well-versed in computer and accounting skills were provided. Apart from an in-depth understanding of the country's financial market and products, Motif's onsite US trainer was well-versed with the cultural environment of the country. This helped in familiarizing the associates with American culture, history, geography, common used phrases and business writing.

To meet the quality norms and SLAs set by the company, Motif's in-house quality team tracked all requirements, conducted regular workshops, prepared job aids and calibrated all processes with the company. Motif would send daily, weekly and monthly reports on processes, which includes CCR productivity, login time, down time and quality scores.

On the security front, a segregated V LAN environment was created for this project and installed security features including a Cisco PIX firewall, a Linux-based Open BDS firewall, an intrusion detection system, password protection and automated locking up of computers. Access to floppy drives, the Internet, intranet, CD ROMs and printers has been disabled on all client workstations. Fingerprinting of all project members and secured access card entry to the transaction processing are mandatory.

The Solution
The financial institution was able to meet its outsourcing objectives with:

Access to a secure work area which has met all security and privacy requirements
Achievement of high productivity and quality standards in its transactions at lower costs
Maintaining a quality score of 99.8 percent and processing over 150 cases per CCR per shift.

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