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Unit 6: Technology for Customer Relations

14. The responsibility of communications within the hotel usually rests with the Notes
…………………….
15. The front office …………………… must be able to project incomes and related expenses, to
interview, and to interact with potential business clients.



Case Study Call Centre Offshore Outsourcing
Flatworld transformed the sales process for a global software and services company based in the US.
They were looking at expanding their India operations and Flatworld bagged the contract and
delivered lucrative call centre offshore outsourcing services.
The Customer

Our customer was a leading global software and services company based in Minneapolis
and listed by NASDAQ.
Flatworld has done diverse call centre offshore outsourcing work and cater to customers
from all over the world. From Fortune 500 companies to individual entrepreneurs, from
those who wish to establish a presence and create more channels for their business to
those who require complex applications and more interactivity, we have rendered to
them all.

The Challenge
The customer, addressing mid market companies globally had successfully established a
development centre in Bangalore and was looking at expanding the scope of activities in
India. They were interested in understanding how the developing IT enabled services
industry in India could be leveraged. IT enabled services include Customer Relationship
Management (CRM), Back Office Operations like, Accounting, Data Entry, Data Conversion,
Finance & Accounting, HR Services, Transcription Services, Content Development,
Animation, Engineering, Other Services including Remote Education and Market Research
Services.

Flatworld was singled out as the best fit to undertake their call centre offshore outsourcing.
The Solution
Flatworld was awarded the contract for the customer’s call centre offshore outsourcing
based on the solution it highlighted to drive the customers’ sales process. Our solution
included:
 A team based in India, that had the required sales skills, communication skills and
poise to open doors for the company’s highly skilled product specialists to take the
sales process to the next phase.

 Design of a pilot program
 A team of Flatworld’s B2B specialists
 Relevant training for two weeks to make the first level pitch
The Result

The initial pilot program we designed for the call centre offshore outsourcing service was
an unqualified success. The customer then decided to extend our call centre offshore
outsourcing services to other business divisions and product categories.
Contd...

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