BANGALORE: The boutique-sized, niche-focused outsourcing providers seem to be giving giants like HP, IBM, Accenture, TCS, Infosys, Wipro, HCL and Cognizant tough competition in terms of offering a greater degree of customer satisfaction.
A comprehensive poll of over 6,547 outsourcing clients worldwide found that smaller vendors are satisfying more clients, and to a much greater degree, in comparison with their big-ticket counterparts. The study carried out by the Black Book of Outsourcing – which was acquired by business research firm Datamonitor Group a year ago – has represented all outsourcing fields including IT, KPO, LPO and BPO.
Although feedback on the big names, such as IBM and HP, has been generally positive, the companies that have excelled in delighting the customers have been smaller players . For instance, the Philippinesbased ITES firm, American Discovery and Mysore-based legal process outsourcing firm, SDD Global Solutions have been ranked as the top two outsourcing companies in the world.
So what makes these smaller players stand taller in the global market? `Smaller outsourcing providers like SDD Global have been pushing their specialist knowledge and deep client understanding as their unique selling point for some time now, claiming that specialists provide a better service . While all outsourcers talk up their ability to specialise this survey suggests that SDD Global and other smaller players are best positioned to deliver on that promise,” said Eamonn Kennedy, who led the research for Datamonitor.
The study has assessed customer satisfaction using nine different parameters like requirements awareness, shared goals, financial benefits, risk mitigation, partnership approach, problem resolution, corporate reputation, skills and resources and future orientation.
Some 40 clients, including 20th Century Fox, HBO, Universal Pictures, Channel 4 Television Corporation, Media Rights Capital, of SDD Global were interviewed for the study. “Like the latest cutting-edge Indian IT engineers, our legal team has proven that India does not need to be a mere back office. In fact, our team has been performing critical front-office functions like sophisticated legal research, analysis and drafting wowing global clients,” said Russell A Smith, president, SDD Global.