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International Services Marketing: Marketing Journal - Article Example

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International Services Marketing: Marketing Journal

Infosys Technologies in the paradigm of outsourcing business processes encompasses a large number of industries pertaining to banking and finance, health services, manufacturing operations, logistics and retail operations, entertainment and media industries and the like. The Business Service Company renders potential services to different industries along several functional areas like rendering services to the customers of these companies, performing the human resource functions for them, rendering services in the financial and legal domain and also renders support pertaining to sales and knowledge enhancement. The outsourcing arm of the Business Service Company renders the above services in an effective manner and performs in an interrelated fashion by combining the existing technological, knowledge and human resource skills. The company also modifies its existing methodologies to smoothen up the flow of services along its business sphere. This effectively enhances the service parameters of the company (Infosys, 2011). Offshore and Outsourcing Activities of Business Business Service companies like Infosys Technologies are increasingly availing the services of both offshore and outsource call centers to render effective services to the clients based on an international scale. Research made states that customers belonging to a particular geographical region generally adored the services of those customer service representatives who belonged to the same region. The customers reflected an affinity for the services of those service representatives pertaining to rendering effective solutions to business problems in mainly two cases. Firstly, as mentioned, the representatives should belong to the same geographical area as the customers to understand the latter in a better way. Secondly, the customers were also observed to consider the solutions of those representatives more effectively and they were hired by the business service company itself rather than being outsourced. The business service company often tends to conceal the location information of their service representatives through codification. However, with regard to the second option, the customers reflected that the ‘customer service representatives’ working inside the company periphery are better managed and controlled. This also shows that the business service company can also develop the service parameters of the representatives through the process of training and performance management activities. The training functions help in the development of performances of the representatives so that they render better services to the large number of customers (Bharadwaj & Roggeveen, 2006, pp.20-21). Infosys Technologies-Creating Offshore Call Centers The Business Services Company, Infosys Technologies is looking forward to launch offshore call centers operations in other countries of the world like China, Canada and Mexican regions. The management of the company views the opening up of offshore units as a strategic drive for the company. The international client base of the concern also desires to gain ...Show more


International Services Marketing: Marketing Journal Article Contents Contents 2 The Business Service Company 3 Offshore and Outsourcing Activities of Business 3 Infosys Technologies-Creating Offshore Call Centers 4 Strategic Insights in establishing Offshore Call Centers by Infosys 5 GAP Model of Service Marketing and Infosys Technologies 6 Blueprinting of Service Models and Infosys Technologies 8 Porter’s Diamond Model and Infosys Technologies 9 Value Chain Model and Infosys Technologies 11 Service Evaluation Models and Infosys Technologies 12 Marketing Magazines 14 Opinion 14 References 16 The Business Service Company The domain of services rendered by Infosys Technologies, a business ser…
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