ICCS is a one of the leading Delhi-based BPO services provider that is leading the edge in the BPM & BPO segment in India with its highly responsive structure to resonate with client’s individual needs. Below is a brief from a recent interaction between team IT-Voice and Divij, Singhal, MD & CEO, ICCS.
Prateek: What is the vision behind ICCS?
Divij Singhal: 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.
What innovative technologies does ICCS use to offer solutions?
Divij Singhal: 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.
Prateek: What innovative technologies does ICCS use to offer solutions?
Divij Singhal: 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 HAP Roxy & Asterisk in extending optimum solutions to clients. We provide all of the solutions under one umbrella with maximum customization.
Prateek: How is the customer service industry evolving in India?
Divij Singhal: The consumer services industry that has historically evolved from the needs of the end consumers, is today at the threshold of witnessing unprecedented growth. Rising average income levels, growing disposable incomes, unprecedented growth of the new middle class, ever changing technologies and changing lifestyles are contributing the addition of new and innovative consumer services.
India is expected to emerge as the world’s largest consumer market with aggregate spending of $13 trillion by 2030, surpassing the likes of China and the US, according to a Deloitte report. A big chunk of this spending will happen through the rapidly growing consumer services industry. Thus, within the Services sector, consumer services industry has begun to emerge as the sunrise industry for investors and entrepreneurs.
Prateek: What are the opportunities and challenges in the industry?
Divij Singhal:
Opportunities:
We understand that business outsourcing process succeeds when the outsourcing provider works hand in glove with the client and so we relish ‘partnership approach’ with our clients. We offer consistent and unparalleled client assistance. First-rate Client- Service has allowed us the gumption and competence to fundamentally enrich our client’s business by giving meaningful and data driven insights to optimize both reactive and proactive customer interaction and hence develop loyal partnerships.
Challenges:
Understanding Customer Expectations, Exceeding Customer Expectations, A Customer Demands Something You Cannot Do, Handling Angry Customers, Choosing the Right Channels and Tools Dealing With Service Outage Crisis, Hiring and Training Service Professionals.
Prateek: What will be the organization’s strategy for expansion in India in the coming year?
Divij Singhal: We are looking to expand more in 2 tier cities as it has enhanced structure of Internet connectivity and have scope of evolution of good infrastructure in less cost and better talent pool. All l E-commerce /FMCG/CD and BFSI looking to setup in two tier cities which in turn will create a better prospect in 2 tier cities.
