Page 6 - SPiCE Magazine (January 2019)

6 The SPiCE Magazine • January 2019

BYTE PER BYTE: From The COO’s Perspective
Transforming Challenges to Opportunity

As a recognized leader in the BPO industry,
SPi Global COO Prabhakar Bisen knows what
it takes to steer the corporate wheel towards
greatness. Before helming SPi’s operational
network in August, Prabhakar’s pioneering
approach to business operations has
contributed to the lasting success of
international brands.

During his first Townhall in 2018, Prabhakar
challenged employees to constantly innovate
ways to drive performance. In this Q&A, he
talks to us about what has transpired at
SPi since then and what to look forward to
Prabhakar Bisen in 2019, sharing vital lessons on client

Chief Operating Officer expectations versus performance, roadblocks,
and what it takes to turn them into massive
opportunities for success.
Photo courtesy of the Pitikeros, OEA 2018

Q: How have your first five months been as the new COO of SPi Global? Was there
any significant change you needed to make in running SPi’s Global operation
compared to your previous company?

A: I would be lying if I said no. There are significant differences between the two
organizations. Each has their unique strengths. However, at SPi, being a relatively
smaller organization, the decision making process is rapid. The changes can be
implemented easily and the impact is more visible early in the process.

Q: Were you able to observe improvements from the time you held your first
Townhall in August, when you challenged employees to improve SLAs?

A: Oh, yes. I am glad with the way our teams have risen to the challenge. The SLA
performance has moved up to almost 93 percent from 89 percent or so. The journey is

not complete, though. We need to hit 95 percent in January and aspire for 99 percent
by end of 2019.