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!

The exponential growth

Mr. Divij Singhal, Founder and CEO, ICCS, sharing about the significant growth of the firm, says, “ICCS has witnessed a 25% Y-O-Y growth from 2013 onwards. Having generated 115cr revenue in 2021-22, we are now aiming for clocking revenue of 175cr by the end of this year. At ICCS, we believe that cutting-edge technologies, as well as operational excellence, have primarily driven this growth and will continue to do so even in the times to come. Currently, we are growing at a CAGR of 6% and are bracing for the exponential growth of 33% in the coming times. This will be accompanied by a combination of technology, geographical expansion as well as venturing into new verticals.” 

Currently, ICCS has the employee strength of 6000. Planning to expand the team, the firm is hiring actively across roles of customer service, business acquisition, customer satisfaction surveys, as well as customer engagement procedures. It intends to hire 1000 employees in the next year. 

The recent developments and future plans of ICCS

The team at ICCS comes with a significant experience in the BPO sector. Currently, they are focusing on keeping abreast with the industry’s technological advancements and information security. Instead of merely focusing on profit and loss, ICCS aims at being equipped with the latest technologies so as to customize and offer solutions to existing as well as prospective clientele. 

Since digital transformation is on a rise, even the firm is investing actively in R&D so as to design and launch tech-backed solutions with the sole aim to add more value to the clients. The firm is currently developing a product based on Data Analytics and AI that is expected to improve the overall experience of the client’s customers. 

The company envisions being one of the recognized and trusted BPM service providers at the global level. It wishes to offer value to customers across all industries through its cutting-edge technology and top-notch services. As far as its future plans are concerned, ICCS is keen to expand its footprints in tier 2 cities as they now have improved structure of internet connectivity. Adding to it, the firm is also looking at expansion in the metros. In the long run, ICCS intends and strives to facilitate innovation as well as develop collaborations with renowned brands at the global level.