Indian Based Managers and Operations Personnel

We at Merit Outsourcing firmly believe that in order to effectively deliver a service to high UK standards from an offshore location one must have UK managers overseeing operations “on the ground”, in a continuous manner.

In delivering UK services, very few Indian Based Managers (regardless of experience or ability) will have the insight of colleagues who have been fully immersed and have grown up in the UK consumer and business environment. The reverse (swapping British for Indian) would of course also be true. In this context, we believe that having UK managers overseeing client projects on the ground is imperative to ensuring that front line agents are delivering to a standard which is defined by UK norms.

We also believe that these UK managers are able to respond more appropriately to the needs of his fellow managers in the client company. Our people will use UK management practices in terms of quickly reporting problems and difficulties back to the client and in keeping the client well informed (good news and bad) on a regular and dependable basis. We will seek to set expectations correctly and honestly communicate with the UK client, in instances where a clients request cannot be delivered.

Our Western managers are backed up by very experienced Indian colleagues whom have long experience in serving US, UK and Australian clients and these managers actually bring a wealth of new ideas and practices to bear on projects delivered in the UK context.

In many ways, our UK clients benefit from a global view which may not be possible to acquire from UK based outsourcers. In areas like customer service for instance, the American standards of service, while inappropriate for the UK in some instances, can provide very valuable reference points