Maintaining the Quality of BPO Services at the Quantanite: A Review and Framework

Abstract

Service quality measures how well a company meets consumer expectations in terms of the services it provides. On the other hand, Business Process Outsourcing (BPO) happens when a company outsources entire business functions to be handled by another company. Business Process Outsourcing begins when a company determines it can gain a benefit from outsourcing a business function, such as marketing, accounting, or supply chain management, to an external company. The aim of this report is to analyze the BPO service quality and how it is managed and maintained for the outsourcing services of Quantanite Bangladesh Limited so that customers are satisfied with its services.

The report has been carefully prepared using the knowledge from the internship experience at Quantanite Bangladesh Limited and from various journals, newsletters, and other publications on service quality. The construction of the report includes an introduction and purpose of the report, an overview of the outsourcing industry and an overview of the company, existing government policies of the sector, and advantages and disadvantages of the sector.

Based on the working experience, the level of service quality at Quantanite Bangladesh Limited was judged. Accordingly, a framework has been developed that contains 5 variables including customer expectations, disruptions, HR policies, competition, and compliance. Again disruptions contain three sub-variables including natural, technological, and innovation. Finally, proposals for improving the industry are provided based on information gleaned through working on Quantanite Bangladesh Limited.