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Article in SiliconIndia BPO Handbook

 


Brigade: A world apart!

Brigade Corporation is a leading U.S. based provider of customer relationship management (CRM) and business process outsourcing (BPO) services with an established clientele consisting of Global 1000 corporations.

One of the oldest players in the game, with six years of BPO experience; they started with an initial service offering of email support and quickly grew to offering phone support, chat support and transaction services covering the verticals of tech support, BFSI (Banking, financial services & insurance), retail & ecommerce, healthcare, travel and telecom. Their services were ranked the best by c|net in a worldwide survey, which is testimony to their abilities.

The fact that Brigade maintains their state-of-the-art production and disaster recovery data centers in US is appreciated by most of their clients. Brigade practices a true global model by keeping their executive, client relationship and technology teams in US while the delivery management, quality and delivery teams are based in India.

A run through of their operations shows up their passion for quality quite clearly. It is no wonder that they are ISO 9001:2000 certified and have a strong Six Sigma regimen in place. Brigade has also shown its pioneering spirit by initiating a unique system called Brigade Excellence Management System, which is a synthesis of leading quality systems like COPC, BS 15000 etc.

Brigade also shows that it understands the vagaries of the business by keeping enough spare capacity on hand always and typically has the ability to add more work and scale up at very short notice. With an experience of over 50 program transitions, they make transitions and ramping up look simple.

Brigade enjoys a premier position as an employer of choice, which is clearly seen in its low attrition rate of 12% annualized. This in an industry where attrition is a bugbear of even the best organizations! A little investigation shows that Brigade has progressive HR policies and was the first to institute a position called CFO or Chief Fun Officer, whose job is simply to keep the work atmosphere energized. It is sure paying off!

Sri Dasari , Brigade’s CEO and an industry thought leader says, “Brigade’s world-class outsourcing process expertise, quality systems and advanced technology tools have helped clients bring down their costs by over 60% while enhancing quality. “

This is clearly reflected in the words of Director of a Fortune 100 company - “Our partnership with Brigade has produced significant gains in providing top notch customer service and our relentless pursuit of improving customer satisfaction.”
 


 

 
 

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