categories
HOT TOPICS
- The Accelerator Conundrum
- The Startup Velocity Question
- Platform as a Service
- Man and Superman
- Web 3.0 = (4C + P + VS)
- The Future: End of Capitalism
- Capitalism 2.0
Outsourcing: Chris Coles, President And CEO Of HyperQuality (Part 5)
By Sramana Mitra and guest author Aditya Modi Sramana: It yours still largely a service business? Chris: Yes, it is. Sramana: What do you see happening? Given the trends you’re seeing and given your division or the product map you are operating with, how do you see the business evolving? Are you seeing more of
Trend: SaaS-enabled BPO
Otherwise known as technology-enabled service, the practice of offering not only software as a service, but also the people who can execute on those services with specialized skills and training, is becoming increasingly prevalent. This gives rise to a new breed of outsourcing: highly specialized, high value, and differentiated outsourcing with interesting technology nuances. The best-known
Outsourcing: Chris Coles, President And CEO Of HyperQuality (Part 4)
By Sramana Mitra and guest author Aditya Modi Sramana: What is the employee split between the technology and the services organizations? What is the total head count? How many employees are in services and how many are in products? Chris: The total number of employees is a bit more than 600 right now. I would say
Outsourcing: Chris Coles, President And CEO Of HyperQuality (Part 3)
By Sramana Mitra and guest author Aditya Modi Sramana: Would you give me a use case to illustrate what you are talking about? Chris: There are two. One could be a product person and the other could be a call center operations person within a single enterprise. We are looking at a network of contact centers
Outsourcing: Chris Coles, President And CEO Of HyperQuality (Part 2)
By Sramana Mitra and guest author Aditya Modi Sramana: So, let me see if I’ve got this right. You audit the objectives, then you edit the process as it pertains to those objectives, then you audit the tools and mechanisms of implementing those, and finally you audit the calls? Chris: We audit the calls, then
Outsourcing: Chris Coles, President And CEO Of HyperQuality (Part 1)
By Sramana Mitra and guest author Aditya Modi About HyperQuality HyperQuality is an independent quality assurance company with operations in the United States and India. Founded in 2003, the company uses customer satisfaction as a means to retain existing customers and acquire new ones. It does this by listening to customer–agent interactions, rating them, and giving feedback to clients on which
