Improving the Operational Efficiency Using Global Mobility Software with Reference to Avoidable Contact

Abstract

Nowadays, the clients call the organization from time to time even after the clients tell their requirements to the company. The client listens to what the employee of the organization says but repeatedly calls back. Due to this factor, the amount of customer contact time with the customer is too high. There may be a lot of valid reasons why the clients call back. Research says that services will have to make a good amount of contact with the customers for high service quality. Since this organization is an outsourcing company, there is scope for reducing the level of customer contact if the processes are done effectively. In this aspect, the aim of the company should be to contact the customer at the beginning and at the end.

The mode of documentation done by the outsourcing team for legalization is the typing of details of clients and other necessary information in a MS Excel spreadsheet. By this, the company cannot monitor the status of the documents very clearly. The entire process and documentation are manual in nature. So the company has put a lot of effort to automate the process and thus the organization is developing internal software to optimize its operations and work more efficiently. Moreover, the company is finding different ways to reduce the time taken for the process.