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Hughes BPO Services is a leading provider of specialized
offshore call center,
technical helpdesk & back
office services to global organizations. We are a
division of Hughes Software
Systems (HSS), the offshore outsourcing subsidiary of
Hughes Electronics Corporation
(NYSE: HS). Hughes BPO is a strategic move for HSS and is
a part of the corporate plan to set up a global delivery model
for meeting Call center, Technical helpdesk and Back office
outsourcing requirements of global clients in the telecom
& technology space.
HughesBPO offers a unique offshore solution delivery model,
is being rated among the best employers to work for
(Hewitt Survey) in India, has proven ability to scale,
world class infrastructure and is a place where Quality
is WOW! (a way of working).
Based on its established credibility as one of the leading
Offshore service delivery provider to global clients and its
unique "Solution Delivery"
based Value proposition, Hughes is confident that it is uniquely
positioned to assist its client achieve its goals and objectives.
Our solution is primarily delivered from our state-of-the-art
24X7X365 offshore call center, in Gurgaon, India.
Our operating philosophy is to be the brand custodian
of our client's brands and we understand the role of call
center in superior customer service. HughesBPO is committed
to delivering the highest quality service and world-class
customer management with every single contact. We are a company
that has invested heavily in technology,
processes, training,
etc., but our continuous investment in people
and innovation in people practices, sets our employees apart
from the rest.
We have developed extensive capability in deploying and running
offshore call center and back office services. Our process
expertise is reflected from various productized applications
we have developed. The applications increase the productivity
and quality of services and have extensive business intelligence
capabilities.
Our "Solution Delivery"
approach addresses issues associated with "Consistency"
in customer experience as well as solution for measuring
and acting on the Customer Satisfaction Survey results based
on Fact based analyses. Our solutions are not only cost-effective
but also have well defined methodologies and processes for
providing better productivity and quality. Our existing clients
are already experiencing the advantages of our approach.
Our success to date stems from our approach whereby our Account
Management team works in close coordination with our offshore
operations team to facilitate seamless communication and consistency
between the Proposal, Implementation, Deployment and ongoing
operation. This approach assures immediate access to key personnel
on both the continents despite the time differences, thus
facilitating HughesBPO's ability to respond immediately to
change requests and market influencers affecting business.
HughesBPO' Core Value Proposition is:
Solution Delivery based
value proposition: The HughesBPO Value Proposition
model focuses on four main Pillars of service delivery which
represents a balanced combination of business, Quality, Productivity
and complete process cycle requirements to enable significant
value for our customers. The approach is applicable to all
our services including call center, technical helpdesk and
back office services.
- Developing Specific Process Expertise and Knowledge Management
- Business Intelligence and Technology Enabled Quality &
Productivity Improvement
- Delivering Value for Complete Process Cycle
- Customer Value Driven Business Models
Strong Parentage and Employer of Choice: HughesBPO
is a part of Multi-billion dollar US based MNC with offshore
operations out of India for more than a decade. It has always
functioned as a global company out of India delivering value
to customers worldwide. It is a public company in India with
reputable presence in the financial market. It is also considered
as one of the best employer to work for in India across all
industry verticals.
Business Process Re-engineering (BPR): HughesBPO conducts
a consultative pre-migration exercise in consultation with
client as an integral part of its Migration / Transition process.
This involves reviewing existing processes, identifying candidates
for offshore outsourcing, adapting the processes for significant
improvement in productivity & quality and developing the
offshore business model.
Past 11 years of Solid Offshore delivery experience:
Hughes India has been providing offshore services to clients
world-wide and has built a unique offshore delivery model
to provide high quality IT & BPO services. We have achieved
multiple quality certifications (ISO9001, SEI-CMMi level5,
COPC-2000 to be achieved in 2004), Data Integrity and
Security Certification (BS-7799) including world class
practices for Intellectual Property Rights (IPR) protection.
Ability to Scale: Based on its strong financial position
as well as already available offshore infrastructure and resources,
HughesBPO has considerable ability to scale to meet customer
requirements.
Experienced management team: HughesBPO has a very
strong management team with solid experience in both international
and offshore call center and BPO industry. It's Operation
and Client Management team has spent past several years in
delivering & migrating call
center, technical helpdesk & back office processes
to India for several global companies across multiple industry
verticals.
State-of-the-art
technology platform: Best-in-breed technology and
robust telecommunication and operations infrastructure is
the foundation for providing a seamless, reliable, scalable
and secure solution. We have deployed state-of-the-art voice
and data equipment to meet call center and back office processing
requirement. HughesBPO is amongst the few call centers in
India to have a fully integrated suite of products to provide
inbound call center services. Further, our partnerships with
system integration companies in India and the US enable us
to integrate our systems with those of our clients seamlessly.
Focus on Quality
and Customer Value Creation: Our focus has been to move
beyond providing simple offshore labor arbitrage to our customer.
By using our "Solution Delivery" based value proposition,
we have invested heavily in creating business intelligence
tools that fit seamlessly into our day-to-day processes and
guarantees better quality of service than what our customers
have experienced thus far. The substantial productivity gain
achieved by deploying such solutions further reduces the cost
of overall operations.
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