Outsourcing to India is now more about high quality rather than cost. Indian companies are fast scaling up to match or surpass international quality standards and ensure that they stay earlier by stable quality systems and continuous quality improvement.The Indian BPO industry, which used to rely on cost- effective in attracting customers, now in entirely different circumstances of dictatorship. Quality is the new keywords and dominate the business processes and services like never before. Ninety percent of ITES-BPO companies now have specific quality departments that are responsible for ensuring, accurate reliable service to their customers. Spotlight on India centers are now committed to ensuring that the standards of quality equal to, if not superior to their counterparts abroad.Defining QualityQuality department has an easy approach to identify areas that require quality control. The first step is to identify the parameters of the ‘critical to quality’. This parameter is almost always include the client’s needs and expectations. Other key factors such as accuracy, productivity and turnaround time also outlined.Most company now also follow a process approach. Process approach is the description of the interaction between all the activity that works to achieve the highest standard of quality defined by the ordinary differential quality and expectations.The Indian Indian AdvantageThe profit clients located primarily in educational and technical qualifications of the staff, who are often more qualified than people working parent site. A survey conducted in 2002 by NASSCOM (National Association of Software and Service Companies) showed that the Indian ITES-BPO center-based banking and financial services sector, are doing better than the UK or U.S. equipment based on factors such as the number of correct significant transactions / total number of transactions, the number of factors of satisfaction, number of transactions per hour and an average speed of answers.The ITES-BPO industry is most sensitive to incorporate internationally accepted standards of quality assurance. NASSCOM survey also found that 50 percent of Indian companies have implemented varying levels of the ISO (International Organization for Standardization, which conceives set of quality management standards) such as ISO 9002, ISO 9001, ISO 9001:2000, ISO 9001:2001. The survey also said that 45 percent of Indian service providers have certifications like Six Sigma (a, statistical quality control methods of discipline that measures the number of defects compared to the opportunity to make a disability) and CMMI (capabilty Maturity Model Integration – which is a process improvement method that provides a set of best practices that address productivity, performance, cost, and customer satisfaction.). In addition, many organizations are improving their standard of quality ISO 9000:2000 ISE 9000 to new, and from CMM to CMMI framework framework.Quality new deviations – People and superior performance levels IndustriesDespite and accreditation from international agencies, India still remain at a disadvantage when it comes to certifications for quality professionals. With little or no certification for qualified professionals in India, and those that are available are either in the U.S. or UK based. Although most companies make their employees to undergo certification process, a lack of perceived indigenous certification body, principally due to lack of training centers for quality assurance and control. Only two famous ITES industry certifications are “Certified Software Quality Analyst (CSQA) and Certified Software Test Engineer (CSTE). Both of these certifications offered by Quality Assurance Institute, which is again, an international body. But it is also largely inadequate considered by most authorities.Another agree about the industry as the customer contact center industry to rely on one-on-one verbal communication, is the use of false accent and grammar. Quality feel strong deviations due to misunderstandings or inability of customers to understand Indian accent. Efforts are being made to improve the standard of quality in these areas by deploying specialized agency evaluation of prospective employees with skills in English as accent, grammar, fluency and general skills communication. International standards in the operation of the contact center – COPC certification is now in great demand with the Indian contact center. While six of the 25 players who will have the COPC certification, 12 companies are in the process of being certified.Efforts towards improvement QualityThe frenetic pace, which Indian players moving towards the achievement of quality control standards are recognized Internationally, most came to the realization that BPO industry can not sustain itself in the advantage of lower costs and the ability to communicate in English only. The importance of consistency, low error rates and customer satisfaction never felt as strong today.
Sure, government agencies like NASSCOM hold no bars in an effort to improve the quality of regulation. At the end of 2004, they plan to introduce a common certification program in India for prospective candidates, in terms of the skills and knowledge required by industry.Another BPO transition is significant to ensure the quality of NASSCOM initiatives to control such issues as copyright infringement. He is planning to formulate a comprehensive draft proposal to ensure information security and data privacy. Proposal would also emphasize the need for an internal review and ongoing quality checks, either by internal senior management team as well as by clients team.NASSCOM also planning to construct a common benchmark for BPO organization. An attempt to create benchmarks Movies conducted by Carnegie Mellon University is committed to the development of E-SCM or E-Services Capability Model. This model is very useful for clients to choose an appropriate service providers, as it enables them to compare the ability of different service providers, and also compares the issues associated with the initiation and completion of the project.The benchmarking concept is also beginning to be used more regularly. Benchmarking is a continuous process of assessing and comparing the performance of organizations with recognized industry leaders. It is very useful to know where a particular company stands in relation to its competitors. It also makes it easier to identify areas that need more attention in terms of quality control.The Quality Assurance Institute conduct various training programs in Six Sigma, COPC Implementation and Support and non-certified skills such maintaining customer satisfaction, people management, and service level monitoring.For a corporate transaction, ignoring the quality now means certain extinction. Quality, therefore, is not an option, it is the only option.