In today’s business environment, enterprises regard Customer Service to be at the core of establishing competitive advantage in the marketplace and ensure long-termleadership. The emergence of e-commerce enabled initiatives in various sectors has conceptualized the pathway for the BPO/Contact Center industry to accelerate its pace of growth, but has also modified client's psyche to form more strategic outsourcing partnerships. This has raised client's expectations and the consequent hunt for service providers who leverage their knowledge, capabilities and experience to improve efficiency in client's processes.It is this unique facet that makes California based high quality service provider Motif India Infotech Pvt. Ltd. stand out from the crowd of several service providers by deliveringanalytical insights and process innovation that helps the client reduce total cost of ownership and improve customer experience.

Born in the epoch, which witnessed a significant rise in demand for BPOs and Contact Centers, Motif has built a firm foundation as a BPO/Contact Center service companywith its customer-centric suite of services and has also been consistently helping its clients to improve customer experience. Primarily targeting e-Commerce marketplaces, online retail, online travel and financial services industries, the company offers multi-channel customer support outsourcing services over voice, e-mail & chat, social media analytics, fraud prevention, content management, back office processing and research &analytics. Working closely with Fortune 500 and mid-market clients in the US, UK, Australia and India, Motif has fostered successfullong-termpartnerships with its clientele.

The in-house ERP - Confluence, which has over 50 customized applications, including knowledge bases, dashboards, analytic tools, performance trackers and customized tools, makes the company distinguish itself from other service providers. "Motif's focus on innovation and providing continuous business intelligence to its clients has resulted in more complex work being outsourced to Motif. It has also helped us to form long term partnerships and become a preferred partner to our clients," affirms Kaushal Mehta, Founder & CEO, Motif. Apart from the process and analysis-driven services, the brand also provides business intelligence solutions cropping down overall cost of ownership.

Building a Value Based Organization
Several organizations fail to value their most precious assets – Employees, thus leading to added cost and sometimes destitute performance. However, the founders, Kaushal and Parul Mehta

came back to India with a vision to replicatetheir 10 years of experience of working in the USby creating a customer centric, value based organization with their 3i Core Values: Integrity – Do the right thing at all times, Intensity – Go above and beyond and Intellect – Challenge the status quo. Today, the company is recognized best for its open and transparent work culturewhere employees are empowered whilst providing the knowledge and freedom to grow, thus creating a strong relationship between management and employees.
Motif University
To enable its employees to gain additional knowledge in different domain skills and grow, the company has established a learning platform 'Motif University' where each employee goes through several training sessions to acquire crucial skill sets essential for leadership and management. Additionally, the company has a rewards program with several unique rewards such as annual innovation award, on-the-spot award, going above and beyond award, all of which motivate employees to give their best. The founders believe that their employees are the core of their being, and have set aside 22.5 percent of Motif equity for them. This is the highest employee ownership in the BPO industry globally.

Giving Back
"Parul and I experienced giving back to the community initiatives first hand during our work experience in the U.S.," says Kaushal. "Through our Annual Motif Charity Walks (organized exclusively by Motif employees), 50,600 walkers have raised Rs.3.55 crores (approx. $600,000) for 35 different charities over the last 12 years. Motif also organizes annual blood donation drives that have saved 3,215 lives. These initiatives have helped create a pride of association for Motif employees and have helped build a sense of belonging to the organization and community at large."All of these unique initiatives have resulted in Motif having one of the lowest supervisory attrition (less than 5 percent annually), which has helped its leadership team build expertise in client processes and continuously add value.

Road Map Ahead
The company envisions leveraging its e-Commerce services to expand in the U.K. and expand its current client base in U.S. As e-Commerce has enabled enterprises to expand globally, acquiring multi lingual support competencies becomes a major competitive advantage to BPO/Contact Center service providers. To capitalize on this opportunity, Motif is exploring partnerships with EU based service providers that focus on non-English based support to complement its services.

Panel
Services/Solutions

1. Contact Center Services
2. Online Credit Card & Online Community Fraud Prevention
3. Secondary research
4. Social Media Services
5. Research & Analytics
6. Business Services

Key Management

Kaushal Mehta-Founder & CEO
Kaushal has developed a forte in strategic marketing, program management, and business development in his 24 years of experience. He has held leadership positions in companies such as Sun Microsystems, LSI Logic, and Vadem inthe US. He is a board member of the Ahmedabad chapter of TiE Global and has also received the Outstanding Entrepreneur of the Year Award by Ahmedabad Management Association (2004).

Clients
1. Top 3 US Online Travel Agency
2. Top Indian Online Travel Agency
3. Top UK Online Auction Company
4. Top US Online Retailer for Online Deals & Coupons
5. Top US Affiliate Marketing Company
6. Top US Online Career Site
7. Top Australian Online Recruitment Site

Funds Raised
Series 'A' funding by Anthileon Capital/Artiman Ventures, Desai Capital Management, Inc. and The Chatterjee Group

Achievements/Recognition
1. Ranked among the Top 10 BPO companies to work for in India, by IDC-Dataquest (2004, 2005, 2006)
2. Ranked among the Top 100 ITO / BPO companies in the world by NeoIT and Global Services, for three years in a row (2005, 2006, 2007)
3. Ranked among the Top 20 "Rising Stars" in the Global Outsourcing 100 by the International Association of Outsourcing Professionals (IAOP) (2006) among several others

Offices
1. San Mateo - California (USA) – HQ
2. Ahmedabad (India)
3. Manila (Philippines)
4. San Jose (Costa Rica)