Abstract

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.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

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

Keywords

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