Frequently Asked Questions

  • Founders & Thought Leaders of Shared Services Forum, the Industry Platform, for sharing knowledge, Best/ Next Practices since 2011
  • Flexibility & Attention from Senior Leadership at Quintes Global, enables the Business leaders of the Customer organization to Focus on their Core Business
  • QG is a ‘One Stop Shop’ for all the expertise needed for an End-to-End business process transformation
  • Focus of the QG experts is on Business Impact such as DSO reduction or improving ‘Paid on Time’ through Cognitive Analytics & Upstream-Downstream Linkages
  • In the best interest of the client organization, Quintes Global works on the ‘Gain Share’ model for Business Impact Control Enhancement, Automation, bringing new age Tools, Connecting with Upstream
  • D-Cap is the ‘Extension of the Business’ of the client organization, it is not an outsourcing/ BPO/ third party model.

Our 2 decades of business services experience, expertise & capabilities establishes that classical models like ‘in-house’ captive and outsourcing to a BPO, no longer remain relevant for mid-size operations. Clearly, the 2 classical operating have certain limitations when it comes to flexibility, capabilities, dedication and value for mid-size process operations:

Option 1: Pure Play Captive Option 2: Third Party BPOs
  • Segregated Operations but Limited Capabilities: What vs How - Wide Gap; limited readiness for quick start & scalability
  • No Exclusive Centre: While Tier 1 BPOs allocate separate space for client’s operations, it is never an exclusive center or becoming an extension of the Client’s business - very limited upstream connect and often, cost of operations increases vs current.
  • Cost Centre than a Value Centre, Issues on RPT*/ Transfer Pricing - Lose the momentum after Setup - becomes a back-office department, limited Customer Mindset towards Operating BU / Entities
  • Processing vs Partner Focus: Many leading Third-Party BPO providers focus on ‘processing’ for mid-size opportunities, and they don’t partner for achieving Client’s business goals or growth.
  • Besides leadership for Captive Operations, significant cost/ leadership expertise is required for Quality, HR, Finance, Infra, PMO etc
  • Limited Attention on Client’s business goals: As per industry studies, BPOs provide focus or collaborate more based on the size of their businesses with Clients and hence, for mid-size operations, provide limited attention to enable Client’s strategic goals or business growth.
  • Transformation sub-optimal: Challenges in attracting Tech investments and specialist capabilities to realize even the benefits of business case.
  • Transformation Gap: Quite often, pre-sale promises are not fully honored and there is a huge gap between ‘having capability’ vs ‘deployed capability’ impacting transformational projects or leading to minimal effort on value delivery initiatives.
  • Being a mid-size center, minimal growth/ realignment opportunities for People or lower focus on People Development and capability building (reskilling/upskilling/ leadership/ new tech knowledge)
  • Limited Attention to support Growth, integration on new acquisitions
  • To overcome the challenges of 2 classical operating models and bring together the best practices from the 2 models, ‘Quintes Global’ evolved & now offers a Differentiated Operating Model D-Cap that Combines Best of Both Worlds – Pure Play Captive and BPO Operating Models
  • D-Cap is Not a BPO or typical Outsourcing – It’s an Exclusive Centre like a Captive for each Client, with Comprehensive Capabilities as a Service and with committed cost optimisation Year Over Year (They have delivered for 2 years). This also helped us to avoid Related Party compliances
  • QG Leadership & Team have the right capabilities and expertise, with hands-on Practitioners experience & expertise, Solid understanding of the nuances of India & Global Shared Services Operations and ability to bring global ‘best in class’ practices and apply in our context to make it ‘best in context’

  • Effective utilization of all modules of SAP & Licenses
  • Deployment of DMS & Workflow Solution
  • New age AI/ ML Solution for DSO reduction and improving POT
  • RPAs for all relevant processes

Quintes Global will bring in a 3 – tier governance structure comprising:

  • Monthly Business Review (MBR) with the key stakeholder (client team) and a Mid-Month Review with the client’s Operating Teams
  • Fortnightly Transformation Review Program
  • Unlike the outsourcing models, on key issues/ additional requirements, the teams will discuss pro-actively with each other and find solutions (Peak Volumes, Customer Escalations, Carve Out etc.)

  • Helps the client company avoid Related Party related compliances
  • This provides a good mind share of the Leadership – great customer focus. With regular Voice of Customer surveys to improve service and responsiveness
  • They are able to align to the culture of the client organization and make them feel more like their extended arm

  • It supports people movement to QG without any hindrance
  • For all expansions, Quintes Global provides people
  • This also works as a natural BCP

  • Quintes Global is a ISO/SEC 27001:2013 certified company
  • Compliance Clause can be included in MSA for data integrity & security & Data integrity clause included in Employee Offer Letter
  • Separate ERP & workflow instance for IT Systems & Access Control
  • Three-level approval matrices for access to systems, T-codes is provided
  • QG provides VPN Connectivity, Remote access, WFH (during Covid synced all machines successfully with O365 Cloud – for data recovery)
  • Function-wise resources are strategically placed

  • Transformation Initiatives connecting Center operations with Business Impact (Value Delivery Initiatives)
  • AI/ML tool implementation for DSO reduction and POT improvement
  • Metricizing operations and identifying process improvements areas
  • SAP Carve Out for client company requirements
  • QG can lead Transformation Initiatives at the company level
  • More connect with Business on understanding Seasonal Volume fluctuations, critical business requirements
  • Enable front-end driven fixes for Policy Driven Processes (Travel Re-imbursements, MIS for raising PO on time to ensure payments are made on time)

  • QG takes in 100% of the client company’s people during transition
  • QG creates a very positive communication through Joint Townhalls, etc. reassuring their position
  • Post F&F by client company, new offer letters are provided by QG on same terms for each employee, including the off-role ones
  • From cut-over, all responsibilities to manage, retain & re-deploy talent rests with QG – bringing down attrition substantially
  • Effective Customer Governance
  • Quintes Global is a “Great Place to Work” Certified company. There are multiple employee enablement initiatives in place like R&R programs, Cultural events, Customer townhall interactions
  • QG ensures smooth transition without any disruption to people and business

  • QG sets up an Exclusive subsidiary – SLE (separate legal entity – of Quintes Global) and assures payroll commitments to people every month right from day one
  • People get multiple better career opportunities and job rotation possibilities at the new SLE