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October - 2012 - issue > 10 Most Promising BPO Companies-2012
Motif
SI Team
Tuesday, October 2, 2012
Motif, Inc. is a customer-centric Business Process Outsourcing (BPO) and Knowledge Process Outsourcing (KPO) company focused exclusively on the E-commerce (online retail and online travel) industry. It has over 12 years of experience in providing multi-channel customer support, technical support, credit card fraud prevention, social media intelligence, research and analytics, and business services to leading Fortune 500 and mid-market companies. Motif is a PCI-DSS and ISO/IEC 27001:2005 certified company.

Motif has a diverse work-force, and prides itself on providing a work environment that treats everyone with respect and fairness. The founders, Kaushal and Parul Mehta, are a husband and wife team who spent 10 years studying and working in the United States, at some of the world’s most respected technology companies, including Intel and Sun Microsystems. Their vision in creating Motif was to apply Silicon Valley talent management best practices in an offshore outsourcing environment. The result has been an open and transparent work environment which is critical to Motif’s success in managing its talent.

Motif has been ranked one of the top 10 BPO companies to work for in India, three years in a row, by DATAQUEST-IDC. It has also been rated among the Top 100 ITO and BPO companies in the world by NeoIT and Global Services for two consecutive years, and among the Top 20 ‘Rising Stars’ in the Global Outsourcing 100 by the International Association of Outsourcing Professionals (IAOP) in 2006.

Key Persons: Kaushal Mehta, Founder & CEO

Founded: 2000

No of Employees: 1500

Offices: Headquartered in San Mateo, CA, U.S.; Delivery centers in San Jose, Costa Rica; Ahmedabad, India; Manila, Philippines

Website: www.motifinc.com

Product & Services Offerings

• Customer and Back Office Support
• Pre and Post Purchase Support
• Account Management
• Order Processing
• Dispute Resolution
• Billing, Credits, Refunds
• Ticketing and Reservations Assistance
• Promotions and Reward Program
• Content Sourcing and Validation
• Coupon Feed Processing
• Technical Support
• Inbound Sales
• Fraud Prevention
• Online Credit Card Fraud Prevention
• Community Moderation, Site Policy Management
• Social Media Services
• Social Media Intelligence
• Research & Analytics
• Business Intelligence through Internet based Research
• Key Opinion Leader (KOL) Profiling
• Business Services
• HR Benefits Administration
• Accounts Reconciliation

Clientele

Some of the key clients of the company are Fortune 500 E-commerce company, Top U.S. online travel company, the world’s leading marketplace for coupons and deals, top U.S. affiliate marketing company, top Asian travel company, leading U.S. marketplace for books, DVDs and music, leading U.S. online retailer of cameras and photo equipment, top U.S. job portal, leading U.S. regional airlines, leading third party administrators in U.S.

Distinguishing Factors

• We have built long standing partnerships with our clients and have consistently added value by improving customer experience. All our clients are reference able
• Unique continuous improvement methodology, backed by proprietary quality assurance tools and systems, and rigorous hiring and training standards
• Nimble and flexible partnership approach , including risk-free pilots and productivity gain-share models

Road Map ahead

• Relentless focus on enhancing customer experience by continuously improving CSAT (Customer Satisfaction) and NPS (Net Promoter Score)
• Continue building on leadership position in providing customer and back-office support to the online travel and retail verticals
• Expand multi-lingual support through European presence
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