You Need to Know to Utilize BPO Properly!

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Every modern business now needs to focus on three aspects of customer relationship management – customer growth, customer acquisition, and customer care. Our customer life cycle management services help organizations to track the current trends of the market, buying trends of the customers, and more to help them to improve their sales and increase their reach elaborates Divij Singhal, MD & CEO, ICCS. He also underlines the key factors in the operations and services of ICCs, their automation drive and their thoughts in the business for the coming years.

TimesTech: Brief us about the birth of ICCS and its distinguishable aspects.

Divij: ICCS was started as a small international BPO company in 2005. It was our sheer dedication that led us to become one of the leading BPO/ BPM companies in India. Today, we are having delivery centres in eight cities, where we manage 13 million customer interactions a month with a team of 4300+ executives. With seamless professionalism embedded in the core values, ICCS is creating a buzz at different locations across Delhi, Noida, Gurgaon, Ajmer, Mumbai,  Hyderabad, and Chennai/Ludhiana /Mysore/Kolkata.

TimesTech: Please tell us about the unique elements that distinguish ICCS from other players.

Divij: The differentiating factor in the operations and services of ICCS is that they don’t function in alignment with a cost arbitrage model. We don’t just provide infrastructure and workforce, but also value to other businesses. We add value to businesses in terms of revenue maximization and cost optimization. Furthermore, they take pride in blending people with technology and analytics to give their clients the best solution at a fair price.

We have partnered with XX clients out of which XX are India’s Fortune 500 companies. ICCS has been successful in delivering solutions to clients that are based on manpower, data analysis, and artificial intelligence, which have helped them to improve the customer experience. With time and experience, ICCS has developed its value chain by focusing on ease of tasks and building premium partnerships with its clients. We ensure that our clients receive unexpected & lucrative results by reaching actual feedback from the end customers. Alongside, the approach also helps to make business compliance easier and organizational revenues to shoot-up

TimesTech: What services do you offer under the BPO umbrella? 

Divij: Every modern business now needs to focus on three aspects of customer relationship management – customer growth, customer acquisition, and customer care. Our customer life cycle management services help organizations to track the current trends of the market, buying trends of the customers, and more to help them to improve their sales and increase their reach. Further, to cater to the increasing number of businesses using answering services globally, we offer professional answering services across different sectors.

TimesTech: What are the new trends which are coming in BPO services in India 

Divij: When it comes to business process outsourcing, there are several significant BPO trends, facts & figures, you need to know to utilize BPO properly. If you are currently considering BPO for your business, being aware of what is going on in the industry is invaluable.

BPO are now an integral part of any business AOP as they contribute to customer acquisition.

TimesTech: What are the industries that you cater to? 

Divij: ICCS is well known for delivering services to domestic clients and have the most diversified portfolio in terms of delivering services to all sectors including Government, DTH, e-Commerce, Banking, FMCG, Fintech and more. We offer an array of solutions including Back Office Services, Chat & Email, Finance &  Edtech, BFSI, Insurance, Accounting,  Tech Support, and Recruitment Process Outsourcing. However, our expertise lies in customer onboarding, retention, collections, customer service via omnichannel support, automation of chat and email field support, which includes services like customer service, answering service, inquiry handling, technical support, helpdesk, and order taking.

TimesTech: What is ICCS doing on Automation?

Divij: We are working on a solution to automate all the support mediums – QMS, LMS,RMS

TimesTech: Throw some light on various technologies leveraged by ICCS.

Divij: Today, emerging technologies have pulled an entire new gamut of opportunities for all kinds of businesses in India. Leveraging this opportunity, ICCS has started investing in R&D to come out with more tech-enabled solutions to add more value to the clients. We are looking to develop a product based on Data Analytics and AI, which can help improve the overall experience of our client’s customers

We develop our own CRM with the adoption of AI tools. We leverage the use of AI in business analytics as well as focus on services like speech to text analytics. Recently we have started venturing into RPA which will help streamline information and make the operations smoother. This technology also helps prevent any discrepancy in data. We are using various tools like Dialers, and more for smooth operations. Also, we use technologies like Linux, Apache, MySQL and Radis for telephony, while we leverage top-rated software like HAProxy & Asterisk in extending optimum solutions to clients. We provide all of the solutions under one umbrella with maximum customization.

TimesTech: Tell us about the ICCS team along with the company’s future roadmap

Divij: ICCS’s mission is to outperform the industry by fostering innovation and forming collaborations with the world’s largest brands, as well as enthusiastic leaders and employees. The company envisions being one of the world’s most recognized and trusted BPM service providers, offering exceptional value to customers across all industries through cutting-edge technology and world-class service. Talking about the roadmap, currently, our key focus is to stay at par with industry technology and information security. Unlike other companies that focus just on profit & losses, we ensure to equip the latest technology to customize and offer solutions to existing and prospective clients. We envision being the leading Next Generation end-to-end BPO Company and our mission is to attract & retain best-in-class customers, people & technology. Team ICCS has over 100 years of expertise in the BPO sector and we understand different industries verticals as the team comprises people from various verticals.

TimesTech: Hiring Plans for 2022-23

Divij: We are adding leaders and mid-management from Tier 1 institutions in all support functions to take organisation to next level. Apart from that on the front end we onboard 800 plus callers every month across multiple locations with diversity in languages and different industries.