Ensuring quality service in a outsourced call center company (GENEX Infosys Limited)

Abstract

Business Process Outsourcing is an emerging industry in Bangladesh. Scope is very high and currently very few well established companies are operating in this market. First part of the report is mainly the introduction which consist the objective, scope, limitation and methodology of the report. It will help to understand how this report was made. Next is a brief description about Genex Infosys Ltd. their mission, vision, how they conduct their business, departments in Genex. It also includes the list of services Genex Infosys provides. Later part of the report includes my overall work experience while working in Genex as an Intern. It also includes my learning about the process which ensures quality service to ensure customer's satisfaction. Final part includes some basic finding about Genex and its service level and some recommendation that can be applied to improve or achieve maximum level of customer satisfaction by quality monitoring as well as increase the amount of revenue.