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Invensis BPO: Challenges and Strategies

The executive director of Invensis Technologies met with senior leadership to address two major challenges facing the company. The first was increasing pressure to cut costs while providing excellent customer service as clients demand more. The second challenge was building an engaged workforce as attrition in the IT-enabled services sector remained high. The executive director wondered if the company's structured project approach could help differentiate it in the market and reduce attrition in IT-enabled services.

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Khawaja21
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639 views1 page

Invensis BPO: Challenges and Strategies

The executive director of Invensis Technologies met with senior leadership to address two major challenges facing the company. The first was increasing pressure to cut costs while providing excellent customer service as clients demand more. The second challenge was building an engaged workforce as attrition in the IT-enabled services sector remained high. The executive director wondered if the company's structured project approach could help differentiate it in the market and reduce attrition in IT-enabled services.

Uploaded by

Khawaja21
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd

The executive director of Invensis Technologies (P) Ltd.

(Invensis), met with the chief operating officer and vice-president of human resources to address two major challenges that the company was facing. The first challenge was the increased pressure on Invensis to remain competitive and cut costs while providing premium customer service. Clients were expecting more every day from their business process operations. The other challenge was that of building an engaged and committed workforce. While the attrition rate in the information technology (IT) sector was low, the IT-enabled services (ITES) sector continued to show high levels of attrition. The executive director wondered whether the company's structured approach towards working on an outsourcing project would help build credibility and differentiate it in the market place and how he could reduce the high attrition rate of ITES.

Learning Objective
The case asks the students to explore the challenges and opportunities involved in managing a business process outsourcing company that works with several global and domestic clients. Next, the case considers the growth strategies involved for a BPO service provider in general and Invensis Technologies in particular. Is the company's strategy of engaging in four major kinds of BPO services (data, IT, financial and health care) the right way to grow in this marketplace? This case can be used for discussion purposes in service operations management, information technology management, strategy and international business, strategic outsourcing and other fields.

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