I was recently reading an article in HT Mint in which S.Mitra Kalita a columnist writes about the issues she has faced as a customer and how these things are somehow related to outsourcing.( Please, Airtel, Hear My Call )
The question which comes to the mind is whether it is really right to outsource when our customers are not happy about it.The answer has always been from the perspectives of the companies, that cost savings and efficiencies are achieved by the involved companies. But how much these affect the customer is what is the subject matter of concern here.
We can understand the concerns of the US and the EU customers, but this is the case of an Indian company outsourcing to a Indian service provider. By doing this the company aims to achieve effiencies in service and better customer experience . But quite contrary to this situation the customers are themselves complaining about the whole setup .
So the question , has Airtel gone wrong in its decision of outsourcing ? after all the "Customers are always right"
In my view Airtel has taken the right choice of outsourcing its business , but now it needs to focus on excecuting it right. The company has its busines service portfolio's outsourced to various vendors , but now its needs to create a "Command and Control" centre which coordinates with all these business partners so as to achieve the desired results. One more thing which needs to be addressed is that Airtel needs to ensure that the Outsourced business partners 'Own' the process. They should feel that they are a part of the Airtel family and not of a different company say HTMT , Firstsource or a IBM Daksh, then only the 'Wow' effect can be created.
To sum up the customer only knows Airtel and would only complaint about Airtel and not about its partners , so the company now needs to focus on Executing its outsourcing plans flawlessly.
The question which comes to the mind is whether it is really right to outsource when our customers are not happy about it.The answer has always been from the perspectives of the companies, that cost savings and efficiencies are achieved by the involved companies. But how much these affect the customer is what is the subject matter of concern here.
We can understand the concerns of the US and the EU customers, but this is the case of an Indian company outsourcing to a Indian service provider. By doing this the company aims to achieve effiencies in service and better customer experience . But quite contrary to this situation the customers are themselves complaining about the whole setup .
So the question , has Airtel gone wrong in its decision of outsourcing ? after all the "Customers are always right"
In my view Airtel has taken the right choice of outsourcing its business , but now it needs to focus on excecuting it right. The company has its busines service portfolio's outsourced to various vendors , but now its needs to create a "Command and Control" centre which coordinates with all these business partners so as to achieve the desired results. One more thing which needs to be addressed is that Airtel needs to ensure that the Outsourced business partners 'Own' the process. They should feel that they are a part of the Airtel family and not of a different company say HTMT , Firstsource or a IBM Daksh, then only the 'Wow' effect can be created.
To sum up the customer only knows Airtel and would only complaint about Airtel and not about its partners , so the company now needs to focus on Executing its outsourcing plans flawlessly.
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