While the benefits of outsourcing have been well understood by organizations worldwide, they are still wary of outsourcing to an offshore location for various reasons. One of their concerns is loosing control of their processes, once migrated to an offshore location like India.

In order to address this concern of our clients, we have built TermsMonitor, a unique solution to provide them with control on their processes both during the pilot and the steady state. It is a web based tool and provides process performance data in real-time.

TermsMonitor adresses the following questions of a key decision maker:

	How will I monitor my process performance post-migration? Will I lose control of my process? Do I have to wait for the weekly or monthly reports before giving my feedback? How can I monitor my program in real time? How do I look at the agent, team and process level output every minute so that I can strategize the load sharing proactively? I need to monitor more metrics than outlined in the SLA. How do I monitor these additional metrics? How will the various departments of service provider such as Operations, Quality, HR and Technology work together to meet my SLA? How will the service provider monitor 100s agents simultaneously in my process? Do they have the necessary infrastructure to do so?