Customer Inter@ction Solutions’ Annual Survey and Ranking
of Rising Stars recently ranked Mphasis BFL as the No. 1 player
for 2004. This survey ranks the fastest growing Teleservices companies,
and Mphasis BPO was rated the top player in both the ‘Percentage
Growth’ and ‘Net Minutes Gained’ categories.
This is another feather in the cap for the company, which was rated
by Credit Lyonnais SA as the best Indian BPO player in March 2003.
As an added bonus, Forrester says that the company is on a par with
international giants like Deloitte, IBM, and PwC in overseas outsourcing.
All this is a result of the company’s diversified focus.
For example, while companies are harping on India’s edge in
English, Mphasis BPO has a facility in Tijuana, Mexico, which provides
Spanish language solutions. This unique capability in foreign languages
should give Mphasis BPO an edge over its competitors.
Even with regard to the traditional bread-and-butter BPO offerings,
Mphasis BPO has some rare features. For example, the company has
a point of presence in both UK and the US, and this ensures faster
solution rollout thanks to keener integration with the client’s
To ensure that client’s tasks are handled under all circumstances,
Mphasis BPO has built-in reliability at all levels. Almost everything
has a duplicate, ranging from twin power supplies to dual communication
links, and this ensures that operations are rarely bought to a halt.
The usage of self-healing networks, STM (Synchronous Transfer Mode)
rings, and SONET (Synchronous Optical Networking) loops enhance
the reliability considerably.
Another area of focus is security—increasingly, international
companies are very wary about how well their confidential information
is handled. Mphasis BPO is one of the first Indian companies to
be BS 7799 Part 2: 2002 certified. The company has an Information
Security Management System (ISMS) that is based on 127 controls,
and these are sub-divided into various categories like management
controls, operational controls, and technical controls. To ensure
strict adherence, Ernst and Young and STQC audited the ISMS.
Mphasis BPO also concentrates on Continuity of Business (CoB),
ensuring that clients do not lose business opportunities and revenue
because of problems relating to power outages, data loss, etc. The
BCP (Business Continuity Plan), which is in compliance with BS-7799
Part 2: 2002 standards, has three levels of redundancy. Operations
are also divided between two centers in Bangalore and Pune, and
this ensures that even in the worst of circumstances—like,
for example, disruption of power to the southern electrical grid—will
not hamper work, because the other center can carry on unhindered.
These BCPs are also client-specific, and can be tailored by different
clients to suit their own unique needs.
Mphasis BPO, which has an ISO 9001:2000 certification, is working
towards a Six Sigma, and since the demands of Six Sigma are exceedingly
harsh, the company has strengthened its processes considerably to
ensure better control and predictability. To drive sustained business
improvements, Six Sigma Black Belt teams analyze identified opportunities
provided to them by the business analysis teams on a regular basis.
In the future, the added credibility of Six Sigma will no doubt
help Mphasis BPO to offer better solutions to its clients, besides
winning it greater accolades.