MUMBAI: As part of this alliance, Infowavz and CPI would be jointly delivering end-to-end BPO services, including business process consulting (BPC) services to help clients in process mapping and migration; and at the India end in selecting, hiring and training associates under global best practices, including soft skills accredited training, assessment and certification, as per UK standards. Zia Shiekh, Chief Executive Officer of Infowavz says, "The UK presents a huge and largely untapped opportunity for Indian BPO companies. However, British companies often tend to be sceptical about outsourcing their customer interaction work to lower cost destinations like India because of the significant cultural differences. For this reason, even though we have grown our operations significantly in the US; we have been very cautious in entering the UK market without making certain we had the right strategy and delivery capability. Having understood and addressed the differences between the US and UK, we are now ready to provide service of excellence to the UK market jointly with CPI". Says Fiona Hills, Managing Partner of CPI, "We have been working together with Infowavz for over four years and both our organizations have invested significantly in developing a strong BPO delivery platform that is appropriate for the UK market. Most importantly, there has been a high level of cultural compatibility and business synergy between Infowavz and CPI. Now, we have decided to cement the relationship with a formal strategic alliance that presents clients with a unique and robust solution, combining the capabilities of CPI in the UK with the delivery and execution excellence of Infowavz in India. We intend to jointly implement advanced scientific tools like Neuro Linguistic Programming (NLP), which are proprietary to CPI and will revolutionise the way resourcing and training are conducted in an offshore context". Diana Christian, Head, Quality and Training at Infowavz adds: "Although Indians working with BPO companies in India are highly educated, possess excellent behavioural competencies and a favourable attitude to service, when it comes to the UK, the strong cultural and accent gaps have often negated the positives and led to ineffective communication and frustration for customers. We knew that to get it right in the UK, recruitment and training would have to be the cornerstone of our investment and would have to be conducted by a U.K. contact centre recruitment and training provider that has significant experience and expertise in the area. We are very confident that we have chosen the most appropriate partner to ensure success for British clients". Infowavz and CPI are already engaged with a number of companies in the UK, helping them make their transition to India as painless and smooth as possible. With the signing of the strategic partnership, the two companies intend embarking on an aggressive joint marketing campaign to create awareness in the British market about their strong value proposition.
Source: IANS