Adeptra Testimonial
Tony McGivern, Chief Technology Officer at Adeptra
About Adeptra
Adeptra is a multi-national customer communication company. We specialize in out bound order resolution services for credit consumer risks.
What made Adeptra reengage with Sierra Atlantic?
We are an organization that globally grows about fifty percent per year. We’ve found it very difficult to find, train and retain staff. We ran a project three years ago with Sierra Atlantic that affectedly test, to work in an outsource relationship. We tried that in two different parts of our organization, a platform developing group and a customer application group. It was more successful in the customer application side. As we enter into 2010 and our expansion in the Asia Pacific region, we felt it was time that we matured as an organization to enter an outsourcing arrangement with Sierra.
Criteria for selecting an outsourcing vendor
That’s probably not a good question for us because we just called you back. We didn’t actually go through a competitive process. We were happy with the relationship that we had from the first time around. Sierra Atlantic understood us as an organization. We learnt skills and gained knowledge about each other as an organization. We chose to leverage a re entered the relationship again.
On the new staffing model
I think primarily from the lessons we learnt last time where we worked in a staff orientation where we just had Sierra Atlantic people working for Adeptra. This time everything we learnt from them that its difficult to manage without the onshore resources and the back end team and the size of the team which was pretty small. So I think we learnt a lot from them and this time around we’re gathering the full team, onshore resources, and offshore management. That’s what’s going to allow us both to be successful. We’re more successful this time around.
Sierra Atlantic Differentiators
The thing that is most attractive about the outsourcing relationship is the ability of Sierra Atlantic to scale a team significantly faster than we could scale. The size of the team that we are talking about that we are putting together on the ground here would probably take us around two years. It would take Sierra Atlantic around ninety days.
Adeptra is the global market leader in Auto-resolution™: technology that automates key call centre interactions to reduce their cost and dramatically increase performance. Applications are fully integrated, industry-specific solutions for business processes such as fraud detection, payment reminders and opt-in marketing.
Sierra Atlantic understood us as an organization. We learnt skills and gained knowledge about each other as an organization.
