ICICI One Source - Improving Service Quality

            


Details


Case Code : CLSM037
Publication date : 2005
Subject : Services Marketing
Industry : Business Process Outsourcing (BPO)
Length : 04 Pages
Price : Rs. 100

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Key words:

ICICI One Source, BPO, Security Standards, Customer Service Associate, Processes, Quality, Training, Career Diversification

Note

1: This caselet is intended for use only in class discussions.
2: More comprehensive case studies are priced at Rs.200 to Rs.700 (US $5 to US $16) per copy.


 


Abstract:
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ICICI OneSource (IOS), set up in December 2001, became India's leading third-party BPO company, offering services to consumer industries in financial services, retail, telecom, media and utilities. This caselet highlights the initiatives taken by ICICI OneSource to attain BS7999 certification and COPC certification, which are well-known ratings for security and service standards. This also discusses the employee focus of the company by means of its recruitment, training and promotion programs.

Issues:

   Security Issues in BPO companies.
   Need for quality standards in services of call centers.
   Importance of grooming and motivating employees in a BPO company.

Introduction

ICICI OneSource (IOS) set up in December 2001, became India's leading third-party BPO companies, offering services to consumer industries in financial services, retail, telecom, media and utilities.

Its global delivery standards resulted in multiple long-standing client relationships with FTSE 100 and Fortune 500 companies and have made it a clear leader among Indian BPO companies catering to the UK market.

IOS with a commitment to quality was the world's first company to achieve COPC (Customer Operations Performance Center) -2000 CSP certification for back office processing and the first Indian BPO company to attain BS 7799 certification. The company had approximately 4000 employees in 2004, across five offshore delivery centers in Bangalore and Mumbai, and in-market teams in the US and UK...

Questions for Discussion:

1. Technology and process are core aspects of an outsourcing company. Explain how ICICI One Source (IOS) has imbibed quality in these aspects to achieve world- class service levels?

2. Quality in service is enhanced by investments in people. How has IOS leveraged human resources to improve their service capabilities qualitatively?


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