Karvy, of Hyderabad, India, has tied up with MetrixLine Inc., a Sunnyvale, California, company specializing in delivering real-time metrics for outsourced processes. India's revenue from call centers and BPO grew 37 percent to US$6.2 billion in the country's fiscal year to March 31, according to the National Association of Software and Service Companies (Nasscom) in Delhi. The figures released this month by Nasscom include revenue of both Indian subsidiaries of multinational companies and those of Indian outsourcing companies.
As the Indian BPO industry expands at a fast pace, there have been concerns that service levels and quality could drop. One of the key problems in monitoring service level agreements (SLAs) is that the client does not have an accurate way of measuring the performance and quality of its service provider, according to Flew. The way metrics are usually handled is that the vendor puts together some statistics and spreadsheets for the customer, Flew said. " At the end of the day, I present to my client partially what I would like him to see," he added.
The service introduced by Karvy will give customers online access through a portal to the way their processes are being handled, including information on whatever performance they would like to measure, Flew said. Karvy has licensed the software from MetrixLine, and integrated it with its own infrastructure. MetrixLine's web-based technology extracts disparate, distributed data from multiple data stores and builds immediate metrics, benchmarks, baselines, scorecards and trend comparisons, the company said. The service has already been tested with a few clients, Flew said.
