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Motif’s CEO, Kaushal Mehta shares insights about the trends defining the Indian BPO industry in NASSCOM’s Face-to-face

Friday, May 24, 2013, NASSCOM
Source: NASSCOM
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Kaushal Mehta, Founder & CEO, Motif, Inc.

Kaushal Mehta is the Founder and CEO of Motif, Inc., a customer centric BPO and KPO services provider with delivery centers in India, Philippines and Costa Rica. Headquartered in California, Motif’s services include customer support, online fraud prevention, social media research, research and analytics, and back office support. Motif serves Fortune 500 and mid-market E-Commerce companies in the retail, travel, affiliate marketing, and financial services verticals, across the United States, Europe and Asia. Kaushal has over 22 years of experience in varied functions such as Strategic Marketing, Program Management, Sales and Business Development, in the BPO and Software industry. He received the AMA-Atlas DyeChem ‘Entrepreneur of the Year award’ in 2003 for his accomplishments as an entrepreneur and leader in the BPO industry in Gujarat, India. He was awarded the Rotary award for Corporate Excellence by Rotary International in June 2006. In 2007, Zee Business listed him among the 50 people in the state of Gujarat who have risen to great heights. He is a passionate proponent of entrepreneurship and is the immediate Past President of the Ahmedabad chapter of TiE Global. Kaushal spends considerable time mentoring young entrepreneurs and speaks at conferences, seminars and forums held by academic institutions, professional associations and industry trade groups globally.

NASSCOM talks to Kaushal Mehta about the trends defining the Indian BPO industry and how companies can distinguish themselves in 2013.

Q: What would you say is the outlook for the BPO industry in 2013?

On the one hand we see the global economic outlook becoming a challenge and on the other we see companies who have invested in their consumer experience gaining market share and showing double digit growth. The outlook is bright for organisations investing in tools and processes to enhance the end customer experience and create process improvements for their clients. In this ever connected world, the customer has to be at the centre of the universe at all times. Product choices, ease of doing business, security assurances, post purchase experiences with customer service are all becoming key in today’s world, more so since so much business is being transacted on the Internet. BPO companies that are able to rise to this challenge will have tremendous opportunity to grow.

“The outlook is bright for organisations investing in tools and processes to enhance the end customer experience and create process improvements for their clients”

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