This document provides an overview of Insight Customer Call Solutions Ltd, an ISO 9001:2008 certified business process outsourcing company. It outlines their vision to be a leading BPO provider and mission to attract top customers, people, and technology. It then describes the various services offered, including back office support, chat/email support, finance/accounting, call center services, market research, and technical support across industries like automotive, banking, DTH, ecommerce, FMCG, healthcare, insurance, IT/ITES, and retail.

1. INSIGHT CUSTOMER CALL SOLUTIONS LTD
ISO 9001: 2008 Certified Company

2. Vision & Mission
VISION
To be the leading Next Generation end- to -end business process management
Company.
MISSION
Attract and retain best-in-class customers, people and technology.
Vision & Mission

3. SERVICES

4. Back Office Services
ICCS is a global leader when it comes to back office support
services. We have empowered several companies all over the
world with our world-class back office BPO services which
promote higher business efficiency and aids in significantly
improving the bottom line by allowing businesses to reduce
their investment of money and resources on the back office
process.

5. Chat and Email
ICCS, a leading BPO service provider in India, offers world-class chat and email
support services. We help businesses balance their workload and enable them to
focus on their core business activities while their customers get to experience a
superior customer support experience.
Our Email and Chat Support Services Include-
• Query resolution
• Technical support
• Automated response
• Order fulfillment verification
• Purchase processes
• Website response

6. Finance and Accounting
Finance and accounting are the backbone of any business. Moreover, there are other
businesses, like loan providers, insurance providers, banks, etc.
Some of the services that we offer under this category are-
• Invoice factoring function
• Processing of accounts payable and receivables
• Accounts reconciliation
• Payroll processing
• Invoice management
• Cheque postings
• Ledger maintenance
• Collection and verification calls
• Underwriting
• Year-end and monthly closing assistance
• Financial statement preparation
• Document Management

7. Inbound Call Center Services
ICSS is one of the leading inbound call center service providers in India. We have
been catering to an extensive list of global clients for 13 years. We understand that our
growth relies on the growth of our clients and as a result, rather than focusing on our
business goals we lay a major emphasis on the business goals of our clients as helping
them achieve their goals automatically helps us achieve ours.
Our inbound call center services include-
• Customer service
• Answering service
• Inquiry handling
• Technical support
• Helpdesk
• Order taking

8. Market Research
Our market research and data analytics services are proven for their effectiveness and
cost-efficiency. We have a strong workforce of more than 2500 employees who have the
right skills and experience to help your market research and analytics process deliver a
useful outcome.
Our market research outsourcing service includes-
· Finding and analyzing the target audience
· Defining the research problems and objectives
· Presenting findings
· Collecting data
· Creating custom market research plans
· Market surveys
· Setting up research plan
· Custom support services 24x7
· Daily updates

9. Outbound Call Center Services
ICCS also offers a wide-range of outbound call center services. While the world is
abundantly relying on India for high-quality, time- and cost-efficient outbound services
and new companies are mushrooming every day, ICCS is a trendsetter in the BPO
industry of India. We have the right combination of experience, cutting-edge technology,
robust infrastructure and skilled manpower to efficiently manage many different types of
large and small outbound call center services.
Our outbound call center outsourcing services include
· Upselling and Cross-Selling
· Appointment Setting
· Market Research
· Lead Generation
· Service or Product Promotion
· Telemarketing Services

10. Tech Support Services
ICCS can help companies achieve this competitive edge with the help of our
world-class technical support services. Be it troubleshooting, problem
resolution or helping companies improve their service levels, our technical
support services are what a company needs to build a competitive
differentiation.
As a leading BPO technical support service provider, ICCS offers an
extensive range of services which include-
• Customer Support
• Hardware and Product Support
• L1, L1.5, and L2 Technical Support
• IT Support

11. INDUSTRY

12. Automotive
ICCS is an ISO 9001:2008 certified BPO service provider which offer cutting-
edge automotive BPO services. With years of experience in the industry, we
ensure that your automotive business is able to achieve your business objectives
with the help of our mutually rewarding partnership. We offer cost-efficient, world-
class BPO services for automobile manufacturers, suppliers of auto components,
auto ancillaries companies, dealerships, OEMs, car resellers, taxi companies,
and other companies involved in this sector.

13. Banking and Finance Services
Our BPO services for financial companies can help businesses achieve this
business objective. With the help of our innovative technology, predictive
analysis, combined with our vast experience in the domain, you will gain better
visibility into and better control of your finance operations.
Some of the most important benefits of our call center for financial companies
include-
• Working capital optimization
• Increased revenue
• Improving relationships between suppliers and customers
• Reduced working capital
• Improved customer satisfaction
• Increased financial control

14. DTH Industry
The DTH industry has witnessed a rapid growth, especially in countries like India where the
DTH market is expected to cross $5 billion in revenue by 2020. Needless to say, new and
existing companies are now entering into the DTH space to take advantage of the expected
growth.
Our Solutions for the DTH Industry
• Customer Support
• Back office process
• Lead generation
• Cross-selling and up-selling
• Feedback management
• Tele-sales
• Retention services
• Order management
• Order verification
• Collections
• Quality audits
• Smart analytics
• Consumer surveys

15. E-commerce
With the increasing competition, it is now very important for an e-commerce
to build an envious reputation. You are required to deliver positive
experiences to your customers on a consistent basis. Negative experiences
and reviews can significantly damage your reputation in the online industry
and can affect the sales.
As a result, it is very important for an e-commerce business to offer world-
class customer support. It is very important to make sure that the first point-
of-contact of the customers is convenient, courteous, and professional. This
is where e-commerce call center outsourcing services of ICSS comes
in.

16. FMCG
The FMCG landscape has seen a number of changes in the last decade. The increasing
popularity of the digital platforms and the evolving demands of the customers, the
companies involved in this sector are now looking for unique ways to reach, engage, and
retain customers.
On the other hand, the increasing competition and coming together of the market forces
has created an environment where FMCG companies are struggling with a number of
problems, like-
• Greater complexity
• Narrowing profit margins
• Deflationary environments for operations
• Increased regulatory pressures
• Shorter life cycle of products
• Increased popularity of alternative sales channel
• Decreasing loyalty of customers

17. Healthcare
BPO service provider in India, offers customized solutions to healthcare businesses to help
them overcome these challenges. As one of the leading healthcare outsourcing companies in
India, our healthcare support, and healthcare BPO services can help businesses improve
their resource allocation, financial performance, and gain an edge in the competitive
industry.
As one of the fastest-growing healthcare BPO companies in the country, we are a “one-top-
solution” for the healthcare industry and offer a number of services which include-
· Indexing of medical records
· Medical coding
· Medical billing
· Payment posting
· Charge entry
· Billing and collection
· Data entry
· Claims process
· Accounts receivable
· Revenue cycle management

18. Insurance
ICCS, as one of the leading call center outsourcing for insurance companies in India,
is an all-in-one solution for the insurance companies to manage these challenges. Our
deep domain expertise which we have built over several years makes as a “partner-of-
choice” for insurance companies throughout the world.
Benefits
• Our insurance BPO services can significantly reduce the operating costs while also
improving the cost predictability and transparency
• Improve speed of processing, consistency, and accuracy
• Increase the cash flow and limit the requirements for capital investment
• Simplify the operating infrastructure
• Offer better services to your customers 24x7

19. IT/ITES Services
IT services are moving into innovation, advanced processes, and development of
products which require specialized skills. The Indian ecosystem is required to go
through a major transformation to ensure that the workforce is eligible to work on
these advancements.
IT companies spend about 40% of the total expenditure of the company in the
acquisition, up-skilling and retention process. The companies do understand the
importance of investing in human capital and it is believed that huge success can be
achieved by prioritizing and creating a road map for reforms to address the
requirements of the industry.

20. Retail
Apart from a number of other things, retail businesses need an efficient network
of supply and distribution to keep up with the demands and preferences of the
customers. They also need to manage the anywhere-anytime delivery model to
maintain their revenue and loyalty of the customers. ICCS can play an integral
role in helping retail businesses achieve this business objective.
We offer an extensive range of Retail BPO services, like sales support, digital
marketing, logistics, help desk, product information management, inventory
accounting, finance, answering services, data entry, order taking, billing support,
and a number of other services to help retail industries keep up with the
competition and offer the best of services to the customers.

21. Startups
Startups are required to face a lot of challenges to get their ball rolling as their
business expense and the maintenance costs rise over time. As sole managers,
startup entrepreneurs are required to wear a number of hats simultaneously and in
the process, they don’t get enough time or resources for core business activities.
ICCS is one of the fastest growing BPO outsourcing for startups and offers a wide
range of services to keep up with their specific business needs. Some of our services
for startups include-
• Planning
• Project management
• Procurement management
• Logistics Management
• Subcontractor management
• Customer support
• Financial account management

22. Telecommunications
We help telecom companies completely transform the value chain while also tackling
the many challenges which they face with the increasing competition and customer
demands. The right mix of domain expertise, world-class quality standards, latest
technologies, and analytics, ICCS helps telecom companies achieve cost-efficiency
while also driving growth strategies which are sustainable and rewarding.
Our Advantages
• Enhanced efficiencies
• Scalable processes
• Improved customer satisfaction
• Data security
• Customization
• Disaster recovery
• Real-time reporting
• Bilingual support

23. Travel & Hospitality
We help telecom companies completely transform the value chain while also tackling
the many challenges which they face with the increasing competition and customer
demands. The right mix of domain expertise, world-class quality standards, latest
technologies, and analytics, ICCS helps telecom companies achieve cost-efficiency
while also driving growth strategies which are sustainable and rewarding.
Our Advantages
• Enhanced efficiencies
• Scalable processes
• Improved customer satisfaction
• Data security
• Customization
• Disaster recovery
• Real-time reporting
• Bilingual support