IT enabled business can never be successful as a labor arbitrage business. IT enabled Businesses need to add value to the customers customer in terms of process, people, technology and infrastructure efficiencies. With the increased pressure from protests over losing jobs in developed economies and the political ramifications of elections and populism, if the ITES businesses have to make a compelling case irrespective of on shore, near shore or off shore considerations, it must fundamentally hinge on a brilliant strategy for continuous capability enhancement that provides opportunities for revenue growth as well as cost savings. This can only be possible with focus on human capital management as centric to the success of the IT enabled business.

Speech Training or birthday celebrations are not a panacea for reducing attrition rates or poor quality of customer contact and service. It is important to instill the finer points of service initiation and help the agents identify with the business goals and objectives. This needs to therefore incorporate a continuous coaching, guiding, facilitating, mentoring and performance management initiatives besides the traditional training and learning programs.


At Peyote Morgan, we are designing this process to integrate with real life applications and decrease the cost of capital for both, the customers as well as the IT Enabled Service providers. Register now and discover the processes to collaborate and design distinctive strategic differentiators.