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Ensuring sustainability through effective     change management and continuous improvementThe ability to drive transformat...
Sustainability of Global Captive - Levers                               Enhancing                               Customer  ...
Enhancing Customer Satisfaction    AXA BS realized that just meeting SLA`s is not sufficient to enhance customer    satisf...
Cost & Productivity Focus    Our experience says that there is always scope for being more    efficient. Some of the lever...
Employee EngagementWe at AXA BS believe that a successfulemployee engagement strategy helps                         Struct...
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Managing Global Captive BPO

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Ensuring sustainability through effective change management and continuous improvement

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Transcript of "Managing Global Captive BPO"

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  2. 2. Ensuring sustainability through effective change management and continuous improvementThe ability to drive transformational change—such as moving from good change—to great performance, cutting costs and focusing on efficiencies - is akey source of competitive advantage.The biggest challenge Captives face today is in responding to changingbusiness requirements and continously raise the bar.2
  3. 3. Sustainability of Global Captive - Levers Enhancing Customer Satisfaction Diversified Cost Geographies Optimization LEVERS FOR GLOBAL Employee CAPTIVES Ongoing Engagement Productivity Improvements3
  4. 4. Enhancing Customer Satisfaction AXA BS realized that just meeting SLA`s is not sufficient to enhance customer satisfaction. It is important to continuously seek feedback and measure Customer Satisfaction with the intent to improve. Our experience shows that some of the critical factors that contribute to Customer/Partner satisfaction are: Resilience in Continuous Professionalism of Effective Teams Improvements Leadership teams Communication Understand business / Better understanding landscape / domain knowledge of end customer behavior4
  5. 5. Cost & Productivity Focus Our experience says that there is always scope for being more efficient. Some of the levers that have been proven beneficial are: Usage of methodologies like LEAN Reviewing Employee Skill sets/ mix periodically Reviewing Employee Practices Drawing economies of Scale – Integrating functions- MIS etc.5
  6. 6. Employee EngagementWe at AXA BS believe that a successfulemployee engagement strategy helps Structuredcreate a community at the workplace and Learning & Developmentnot just a workforce. This in turn helpscreate higher customer Focus onsatisfaction. Immediate ManagerOur experience shows that collecting Rewards &employees` feedback, developing action Recognitionplans & communicating the same goes a Career Path forlong way in creating an environment of employeestrust. Here are some of the key elements tocreate higher engagement...6
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