The BPO industry is one of the most challenging businesses to be in and requires outstanding execution skills. InSO has mastered the art and has sustainable competitive advantage through strong fundamental practices that are an integral part of our operational model, and more importantly, our culture.
These practices envelope the entire spectrum of our business model and are focused on building high client satisfaction through high-quality service delivery and value addition to their businesses. InSO also strives to create value for all associated with it - clients, employees, investors and the community.
InSO has developed the following distinctive capabilities that enable it to provide customized and perfect solutions on time, every time:
Our management team brings to the fore, core competencies in servicing clients and is focused on BPO services unlike other companies that provide this service as an addition to their core business.
The top-to-end focus is dedicated towards offshoring the projects and implementing them at our centers.
We do not share our operations and other functional supports for any other services.
Based on our prior experience of successfully scaling large global sourcing projects, we have organized ourselves around client-focused business units. Here, the Business Unit Heads manage the functional areas in order to ensure that key operation metrics are delivered on a regular basis:
These units are focused on client domains and are a knowledge bank of domain expertise.
The unit team comprises people who have related experience and understand the domain processes well.
There is ample inventory for starting and scaling new projects.
In a high growth environment, we focus on providing support for only 2-3 clients from a particular business unit to avoid any dilution of our quality.
This organizational structure both at the startup and the scale-up stages ensures high degree of dedicated resource allocation and focus for successfully migrating and stabilizing our clients' projects. All this while maintaining requisite levels of confidentiality.
InSO has the unique distinction of being the only player in the BPO industry in India to be profitable since its very inception. This outstanding track record has also ensured investments and we are well capitalized and backed by strong investors.
InSO is structured for growth and has exceptional experience in handling scalability and flexibility in operations of Fortune 500s and 'growth innovators':
Our current infrastructure of five facilities can support more than 10,000 personnel in three shifts.
We have implemented the largest non-captive voice network out of India to the US.
Our independent strategic business units cater to verticals and large clients to enhance customer focus and build highly customized 'best practices' and capabilities.
We have strong processes for critical execution elements like recruitment, training, preparation of infrastructure and establishing connectivity. We also have extensive experience of scaling under tight timelines as well as excellent change management practices.
Our strong alliances with key enabling vendors help us in catering to our clients' needs at short notices. Our ever-ready connectivity and experience with remote implementations on multiple architectures allows us to significantly reduce IT and telecom implementation timelines.
We have exceptional experience in managing transactions and contacts in a high-volume environment. InSO not only understands the business but also the nuances of the trade:
InSO has gained experience in scaling multiple pilots ensuring high-quality service delivery and adherence to Service Level Agreements.
We are providing support to 6-7 clients that have scaled to over 300 agents.
We have managed continuously evolving operations and have built new systems and processes in a highly dynamic environment.
InSO has successfully enabled its clients to move towards offshoring for the first time and our tight-knit relationships have helped us 'go the extra mile'. InSO is providing a host of BPO services and is rapidly moving up the value chain to offer high-end services.
The management team at InSO has the experience of working with some of the biggest organizations globally:
The team has extensive experience of transitioning global business processes to India and running zero-fault service operations for global organizations.
Along with the executive team, we have a highly experienced and able second and third level of management. This team prides itself in creating a truly world-class environment of passion towards excellence and helps deliver exceptional service.
Our co-sourcing model seamlessly integrates with our clients and works as an extension of their businesses. InSO has introduced, developed and used various tools in bringing process improvements, productivity gains and quality enhancements:
Re-engineering program to save on trainings and ramp-up time.
Middleware development for process automation to bring quality and enhance service.
Pareto analysis to bring higher operational efficiency.
Time and Motion study to improve productivity and save costs.
Multi-tasking tool implementation for reduced handle times.
In-house development of multiple software including tools for reporting, quality management and scheduling to enhance client operations (non-voice and voice).
Our clients have also replicated some of our initiatives.
