[Exclusive Interview] This Is How A BPO Company Started In Basement Expanded To 5000 Employees

Recently we interacted with Mr. Divij Singhal MD & CEO ICCS, and asked him about the future of IT Services, and what USPs does ICCS provide for their clients.

Here are the highlights of the interview:

Brief us about the birth of ICCS and it’s distinguishable aspects.

ICCS was started as a small international BPO company in 2005. It was our sheer dedication which led us to become one of the leading BPO/ BPM companies of India.

Today, we are having delivery centers 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.

What are the new trends which are coming in BPO services in India?

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’s are now integral part of the any business AOP as they contribute to customer acquisition. 

What are the industries that you cater to?

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 the customer onboarding, retention, collections, customer service via omnichannels support, automation of chat and email field support , which includes services like customer service, answering service, inquiry handling, technical sup – port, helpdesk, and order taking.

What is ICCS doing on Automation?

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

What are the technologies leveraged by ICCS?

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.

Company’s Future Plans.

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 provider, 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 expertize in BPO sector and we understand different industries verticals as the team comprises of people from various verticals