In response to The Daily Guardian, Divij Singhal, Founder & CEO, ICCS, said 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 worlds’s most recognized and trusted BPM service provider, offering exceptional value to customers across all industries through cutting-edge technology and world-class service.
Q: What made you launch this business?
A: We looked at the domestic service industry and it was growing in the country and skilled people for voice and non-voice would be needed. We evaluated that there is a niche that can be created in this industry by the amalgamation of people and technology. That motivated us to be a part of this BPO industry.
Q: Goals and objectives when it is founded.
A: The goal was to be a leading player in this space of domestic BPO with the right quality and consistency being delivered to our customers at the right price.
Q: Business success so far
A: Our growth is consistent with the growth of 25% YoY, and something which we really can cherish is all our customers who started with us continued together, and we both grew over time. We believe in high quality and besides, we also give them the technology to improve their customer experience turning into retention.
Q: What will be the industry trends in 2023.
A: New-age technologies are emerging and making their mark in businesses across sectors. We feel that Artificial Intelligence and Machine Learning in particular will be buzzwords and their impact will be such that the BPO sector will witness growth concerning the people in the coming year. The yield per employee will increase and this trend will render a positive impact on the valuation of the BPO industry
Q: What are your future plans?
A: We are indeed joyous that we have had a successful run so far. Indeed, we had our fair share of ups and downs. But we take pride in the fact that we have surpassed them all and are bracing for exponential growth in the future. As far as our growth plans are concerned, we at ICCS are looking forward to expanding our footprints in tier 2 regions as well as in the metro cities. We are also planning to hire 1000+ employees by the end of this year. From the business perspective, our focus is to increase our presence in the healthcare and retail distribution verticals. On the whole, we are striving to bring about innovation as well as foster associations with reputed brands at the global level.