As the saying goes ‘a rising tide lifts all the boats’, the globalization, with technology boom has helped India gain strong foothold in IT and business process outsourcing. India has become the favorite destination of outsourcing. In the last few years we seen a tremendous progress, in the recruitment of many Indian professionals both in service sectors and customer care operations by the US and European Countries.
A company must compete on cost and productivity to survive; it had to make a decision for the best value contrasting costs and service levels delivered. In this case, that meant outsourcing offshore to India which has got excellent infrastructure, run by smart people at a much lower price. Plain English campaign has gained momentum, during the last decade to reduce the barriers of communication between the nations and within the nations for transparency in governance.
BBC recommends usage of plain English which they describe as the language which is inviting and easy to readers. India is preferred mostly due to its elite Anglophonic reputation, using the language has been quite popular and highly profitable with the IT companies for their operation.
Here are top 10 reasons why Indian IT companies need to use the plain English.
Transparency: Smaller sentences can help people understand the content deciphered. Clearly defined tasks give a concrete idea about the deliverables. This will reduce the confusion and will make sure that the executive knows what he is supposed to deliver. Executives receive large data on daily basis which has to be processed, to make quick decisions in a very short time. This can be derived with the use of simple language.
Customer is king: A customer, who sees his job done, also shows trust in it in further transactions. An unsatisfied client can become a major blow to the organization’s reputation. Using simple language makes the company easily accessible; lack of understanding can make consumers feel disempowered and alienated from a brand.
Simple is smart: Simple instructions in circulars, technical manuals and scripts can be used to bring in new ideas and to train internal staff. It can sometimes become difficult for technocrats to express clearly the technology concepts in terms of business benefits. There by more difficult for business users, to understand key messages out of complex descriptions of technology offerings. Using simple English will help modify the message in shorter sentences using common words, which is easier for the recipient to understand.
Cost efficiency: Unless the task at hand is specific and well-defined, much time may be required to answer questions and clarify confusions in troubleshooting. This means that initial productivity may be low. This arrangement will also affect the productivity of those designated to help the clients. Moreover, while interacting with customers or customer information, even a simple mistake could cost the business future contracts or customers. Rising profits means larger incentives, leading to quality service there by better customer satisfaction.
Quick delivery: Customers are going to be happy with the lesser time that the work is going to be delivered and the service. This is another good reason why outsource is valued because it increases with customer satisfaction and trust. The advantage is overall project speed, in the planning, review system testing can be done at much faster pace with simpler programming instruction manuals. Thus, helps to benefit from increased customer satisfaction and loyalty.
Tool for branding or good will: With simpler solutions the IT executives can interact with their vendors and also with customers there by creating a pleasurable environment for further expansion of services rendered and also gain the confidence of both. This increases the productivity, level of quality, business value, performance, profits, customer loyalty and much more.
Easy elaborations: Long-winded language can look like a deliberate attempt to keep the facts from the people who need them. Using the plain language helps reduce confusion and greater efficiency in company’s processes and procedures. It’s not just about leaflets and letters. The way you use language could be a significant barrier to keeping that customer.
Wider horizons: Globalization has led to the emergence of a cosmopolitan culture across the world and the decline of regional barriers of trade, investment, language and other cultural factors. Offshore outsourcing is a result of these changes, which have also resulted in a good number of Westerners choosing to work in India—and this number is expected to grow in the future. Opening wider horizons, for exploring the global market in other non IT sectors too. Using a universal language in simple words, will enable such a transformation at much rapid way than expected.
Liability to the clients: Most of the IT executives responded that they should have defined realistic service levels, which align with business goals. With analysis and defined quality measurements and service levels, one can know if the client is satisfied or not. And for this, to achieve they should have the thorough knowledge of, what is being delivered, by them or by their company at each level.
Company focus: The ultimate benefit of using plain English is that it helps the organization gain a competitive edge in the market. Through strategic outsourcing, it provides to the customers with best-of-breed services, managing the internal resources intelligently, and increasing the productivity, will get the company way ahead of other competitors who have not yet realized the benefits of outsourcing. A simpler approach combined with continued quality and process improvements in their domain expertise, the company can build up professionalism and competence in the global market.
The Indian IT outsourcing industry's advantages as an outsourcing destination lies in the usage of plain English in the internal and external protocols for overall quality, increasing domain expertise and increasingly sophisticated performance metrics and program management skills. By such measures, India can maintain its position as the top outsourcing destination for many years to come.
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—About our writer:
Anuradha has done her Master's in Microbiology and has worked as a Microbiologist (R&D) in JETL, an effluent treatment plant. She lives in Hyderabad, and is passionate about article-writing on biotechnology for students and translation of scripts in Telugu or English. She can complete the given tasks within stipulated time, incisively to client's requirements.
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