These are challenging times. As organizations around the globe work towards creating sustained value for their customers, they also need to address the sea change brought into their industry by the macro-economic environment. More than ever, organizations now need to rethink their businesses and reinvent themselves to be able to retain their customers and aim for sustainable growth. They need to be continuously engaged in organizational soul searching, and focus on the soul, the core.

Yet, operations need to be handled in a bigger, better, smoother manner so that the bottom lines improve, as do the top lines. In fact, the transformation that an organization seeks will emerge out of the opportunities unfolding in the operational processes, as different segments of customers make their needs clearer.

NIIT BPO enables this business transformation through dependable, flexible and cost-effective solutions for back office and customer contact centre operations for various organizations across the world. With a comprehensive portfolio of services in the Travel, Transportation & Logistics, Banking & Financial Services, Insurance, Manufacturing and Distribution, and Government domains, NIIT today services well over 300 customers in the Americas, Europe and Asia (Key countries being USA, UK, Singapore and India).

NIIT BPO has a focused “go to market” strategy that involves understanding the customer’s pain points, leveraging NIIT’s deep domain expertise in the chosen verticals, and utilizing its IT resources to offer a unique, client-centric solution that best solves client issues and/or enhance their competitive positioning. NIIT BPO uses a collaborative implementation approach wherein it acts as a strategic partner to its clients in delivering the solution successfully .

NIIT BPO has over 1000 resources with hands-on experience in providing services in Customer Support, Finance & Accounting, Transactional support, Sales & Marketing, Data & Marketing Analytics to global companies.

NIIT also has onshore Shared Services Centre in Augusta, USA that caters to an entire spectrum of business processes , namely, Order To Cash (O2C), Procure To Pay (P2P), Record To Report (R2R) & Hire To Retire (H2R).

NIIT BPO leverages the IT services and training strengths of its parent company, NIIT and has established an enviable track record in delivering diverse, high-quality customized services with measurable benefits to clients.

NIIT BPO's Service Offerings are depicted below.

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NIIT BPO Credentials & Enablers

Process Migration: NIIT’s proprietary migration methodology (BPM3 – Business Process Migration Management Methodology)

Quality of Delivery: Adherence to highest quality standards such as COPC and Six Sigma, SAS 70, PCMM Level 5

Information Security: ISO:27000 certification, PCI-DSS Assessment

Infrastructure:

• Two delivery centres in India
• Connectivity with redundancy built in
  • Multiple International Private Leased Circuits (IPLCCs) from different service providers
  • Robust MPLS connectivity
  • Multiple Internet Links from tier 1 service providers
  • 1:1 redundancy of critical IT and voice assets
• Failproof Disaster Recovery System
• Deployment of
  • Unified IP
  • NIIT Quality Management System
  • TermsMonitor ( NIIT BPO’s Enterprise Relationship Management System)
  • K-PORTAL (NIIT BPO’s Knowledge Support System)
  • iNIITian (NIIT BPO’s Employee Support System)
• Improved quality of service and hence increased customer satisfaction (CSAT)
• Reduction in Average Response Time and Average Cycle Late (ACL), and
• Productivity enhancement due to increased FTE utilization