MattsenKumar has been featured among the 50 smartest companies of 2021 by The Silicon Review. Since the advent of the pandemic, we have worked hard on our operational strategies to keep serving our global clients without impacting service quality. This feature is the perfect recognition for our team’s hard work and relentless passion to serve our customers.
As part of this feature, Mike Mattsen, CEO, and Aarati Kumar, COO spoke to The Silicon Review team on their journey, Business Process Outsourcing industry dynamics, the future direction of MK, and more.
Some excerpts from the interview
Q. When a service is outsourced the pricing structure will have been agreed upon in advance, allowing the enterprise to predict the expense of BPO. How do you provide better cost predictability to enterprises?
Mike: We have developed a detailed implementation process that ensures not just the prediction of traditional expenses and recoveries, but also establishes foundational methodologies to explore with the objective of reducing costs or increasing revenues. This enhances the ROI delivered. Our constant focus on “raising the bar” for our clients is one of the reasons we have one of the best client retention reputations in the industry.
Q. One of the major benefits of BPO that is often overlooked is its flexibility. Do you agree with this?
Aarati: The one constant in Business Process Outsourcing is that the service needs to evolve – and those BPOs that can stay a step ahead of their clients’ needs are worth their weight in gold. We have developed a number of processes managed through our global client services team as well as our focused organizational structure to ensure that we are always striving to accomplish this. We have many clients who have been with us for five, ten, or now, even fifteen years who constantly cite our flexibility to support their evolving business requirements as one of the reasons for them sticking with us.