Case Solution for Invensis Technologies (P) Ltd: A Global BPO Service Provider from India

Complete Case details are given below :
Case Name :      Invensis Technologies (P) Ltd: A Global BPO Service Provider from India
Authors :           Vaidyanathan Jayaraman, Yadong Luo
Source :             Ivey Publishing
Case ID :            907E22
Discipline :        General Management
Case Length :    19 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
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.
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