Significant Challenges in managing the Offshore delivery center.
When the company first set up its offshore delivery center, the vision was ambitious — to create a global operations hub that could deliver scale, speed, and strategic value. But as the business grew, the promise of that model began to fade. Teams worked in isolation, communication gaps widened, and the offshore unit started being viewed as a transactional support arm rather than a true extension of the global organization.
Recognizing this turning point, the leadership team set out to rebuild from the ground up — to turn fragmented operations into a unified, intelligent delivery engine. What followed was a multi-tiered transformation that strengthened collaboration, infused automation, and elevated both employee and customer experiences.
The company’s offshore operations were facing significant challenges:
🎯 Siloed teams operating in isolation. 🎯 Onshore-offshore friction, resembling a client-vendor setup. 🎯 Lack of employee development, leading to high attrition. 🎯 Poor customer satisfaction, both internally and externally. 🎯 The offshore unit was perceived more as a training ground than a long-term growth platform.
The transformation aimed to:
1. Build cohesive, integrated teams across geographies. 2. Improve process quality, communication, and efficiency. 3. Enhance employee engagement and customer satisfaction. 4. Introduce automation and intelligent workflows.
Tier 1: Team Integration & Capability Building
Breaking Silos: Created shared ownership across onshore and offshore teams to drive accountability. Quality & Communication Uplift: ⚙️ Launched a quality framework focused on efficiency and accuracy. ⚙️ Introduced soft skills programs including email/video etiquette, behavioural training, and cross-cultural communication. Relationship Building: ⚙️ Initiated daily briefing updates (weather, sports, news) to foster small talk and camaraderie. ⚙️ Empowered teams to build rapport through casual, consistent communication.Tier 2: Speed, Automation & Customer Feedback
AI Bot Implementation: ⚙️ Instant acknowledgment of requests. ⚙️ Escalation triggers for delayed responses via an escalation matrix. CSAT Survey Implementation: ⚙️ Interaction Score (1–10) collected post-interaction. ⚙️ End-to-End Experience Feedback with qualitative comment options.Tier 3: Process Automation & Workflow Intelligence
Unified Ticketing System: ⚙️ Integrated workflows across multiple functions (trafficking, QA, campaign management, reporting, billing). ⚙️ Enhanced visibility into interdependencies and status. Real-Time Operational Dashboards: ⚙️ Live ticket tracking. ⚙️ Forecast ticket volumes and allocate resources proactively to meet SLAs.
Customer Tiering: 💬 Premium, Repeat, and Small Clients segmented based on volume and strategic value. 💬 SLAs adjusted per tier to deliver tailored service levels.
Dynamic Pricing Model: Introduced tiered SLA pricing based on TAT 💬 48 hours – Standard 💬 24 hours – 2x cost 💬 12 hours – 3x cost 💬 4 hours – 4x cost 💬 Weekends/OOO – 5x cost
Resulted in revenue uplift and ensured urgent tasks were genuinely prioritized.
🎯 Increased employee retention through clear career paths and enhanced communication.
🎯 Boosted CSAT scores through improved response times and feedback loops.
🎯 Revenue growth from the tiered SLA pricing model.
🎯 Operational excellence via intelligent automation and better resource allocation.
🎯 Stronger collaboration culture across locations.