ICCS is bracing for exponential growth' envisions clocking 175cr revenue by the end of this year

 

The consumer services industry is an ever-evolving market and is bracing for unprecedented growth. It is expected that India will step up to be the largest consumer market at the global level. Being one of the progressing markets; it has thus begun to capture investor as well as entrepreneur interest. 

ICCS is one of the prominent names in the market and is one of the leading BPO service providers in India. It is known for its BPM and BPO domains as well as its highly responsive structure that seamlessly caters to the client’s inpidual needs. 

The journey of ICCS from BPO to a brand

ICCS was incepted in the year 2005 as a small international BPO company. However, the firm made concerted efforts over the years. As a result, it is now one of the leading BPO/BPM companies in the country. 

Currently, the firm has delivery centres in eight cities, wherein it manages 13 million customer interactions in a month with the help of over 5000 executives. The brand boasts of a perse client portfolio and serves clients across sectors including the Government, DTH, E-commerce, Banking, FMCG, FinTech, and much more. ICCS offers a myriad of solutions ranging from back-office services, chat and email, Finance and EdTech, to BFSI, Insurance, Accounting, Tech support, and Recruitment Process Outsourcing. Its core expertise lies in customer onboarding, retention, collections, customer service via omnichannel support, automation of chat and email field support including customer service, answer service, inquiry handling, as well as technical support. 

The firm in fact develops its own CRM with the assistance of AI tools. It leverages the usage of Artificial Intelligence (AI) not just for business analytics but also focuses on services like speech-to-text analytics. ICCS has even forayed into RPA recently and is of the view that this move towards adopting automation will help streamline information as well as operations. The brand aims to provide all solutions under one roof with the scope of maximum customization!

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