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ICAN, THE FUTURE OF OUTSOURCING AND BPO INDUSTRY SERVICE SOLUTIONS

ICAN, THE FUTURE OF OUTSOURCING AND BPO INDUSTRY SERVICE SOLUTIONS

In the past few years, a lot of changes have happened in accordance to the industry of outsourcing. The success rate has been astonishingly high because of the fact that there has been the availability of resources amplified to booming levels.

In the last 20 years, the outsourcing industry has been providing services to a number of business verticals like healthcare, hospitality, communications, finance, mortgage, retail, insurance, banking and more. There are a variety of reasons why the Business Process Outsourcing sector has gained so much recognition like superior competency, business risk mitigation, factor cost advantage, the economy of scale, etc.

A BRIEF OUTLINE OF ‘ICAN BPO PRIVATE LIMITED’

The market has been largely dominated by full-service solutions provider with deep domain expertise in the areas of customer acquisition and retention across verticals like ICAN BPO Private Limited (ICAN). The founding father and CEO of ICAN, Jagdish Iyer, envisioned that irrespective of the industry, organizations that excel in acquiring, servicing and retaining the right customers will be the winners in the long run.

Managing customer relationships, fostering improvement and adding value to them is how ICAN enables organizations worldwide to constantly improve their business performance. Nitin Chacko, Managing Director, and SBU Head comprehended well that the key towards outsourcing success is to work the way the clients are working. ICAN’s unique processes and globally acclaimed transition management tools ensure that clients that engage with them never need to come out of their “comfort zone”, but yet achieve their business goals and financial objectives.

THE MEN BEHIND THE EFFICACIOUS VENTURE!

Jagdish Iyer has over 25 years of experience across industries in various management capacities and a successful entrepreneur with an experience in starting up and rapidly growing businesses. Prior to starting ICAN in 2009, he co-founded Adventity Global Services in 2004 and grew that to 4000 plus people multi-vertical, global business in 5 years. Prior to that, he was in the IT services industry in the US including Infosys Technologies. Jagdish holds a Bachelor’s degree in Engineering from BITS Pilani and an MBA from the Indian Institute of Management (IIM) Kolkata.

Nitin Chacko has over 20 years of experience in managing all aspects of different types of outsourced operations in technology, media, telecom, financial services, and travel and insurance industries. He is the Managing Director for ICAN India and oversees all the businesses that ICAN engages in. Nitin is part of the founding team at ICAN and has been here since inception.

Prior to ICAN, he worked in various management positions at SITEL, Wipro, Infosys and Adventity (now a Sutherland Company). He has extensive experience in outsourcing/offshoring using various models such as managed services, BOT, transaction-based pricing, and consequence based models among others. He holds a Bachelor degree in Electronics Engineering from Pune University, India.

THE CORPORATE ETHOS

ICAN was founded and started operations in early 2009 and has rapidly grown into a vibrant diversified company with a staff strength of over five hundred professionals spread across multiple locations. It has attained and maintains positions of leadership in its chosen businesses.

The growth of ICAN is spurred by the spirit of the individuals who across levels keep ahead of the rest, and constantly rise to the challenges that our businesses throwing at them. With a team of highly motivated and competent professionals that propel to deliver the best possible work products to our clients. Its principal Global Operations Hub is in Thane, India. ICAN occupies a physically walled and state of the art data secured facility with multiple redundancies in place. Many of ICAN’s diverse businesses are operated and delivered from this location.

The global operations is handled by,

Vinod Rao, Sr. Vice President – Operations and Quality Assurance

Vinod Rao has over 18 years of operational management experience in the outsourcing/offshoring industry. He is responsible for a large part of ICAN’s Operations, Quality Assurance, and many key Client Relationships. Prior to ICAN, he spent six years with Advent Global Services, where he held key operational management positions. He started his career with Hughes Telecom in customer service and retention. He obtained his Bachelors in Mechanical Engineering from the University of Mumbai and is one of the founding members of ICAN.

It is an entrepreneurial venture and in turn, promotes the same spirit of taking ownership and being accountable in its people. They are proud of attracting, retaining and growing some of the best talents across levels in our businesses. This along with our robust processes and abilities with harnessing technologies plus a 100 person-years of senior management experience is what makes ICAN a partner of choice for the clients. The three basic models that are taken into consideration before starting anything are;

–    Perfect for your Business

They provide tailor-made solutions that suit your needs and budgets and understand that one size does not fit all!

–    Productivity Improvements

This is part of their DNA and it is their constant endeavor to improve efficiency which in turn results in huge cost savings for the clients.

–    Technology Agnostic

They are a solution as opposed to platform or technology focused. The tool kits that they bring to the clients work regardless of underlying technologies or legacies!

The talent and acquisition come into place with the hard work of,

Adarsh Shetty, Sr. Vice President – Talent Acquisition and Training

Adarsh has over 18 years of experience across the financial services, media, and telecom and outsourcing industries. He is part of the founding team at ICAN and has been at ICAN since inception. Earlier in his career, Adarsh spent four years at various divisions in Virgin Media- UK, holding key positions in sales & marketing, strategic planning and Training. He then had a stint in Private Wealth Management in the Middle East based out of Dubai before moving back to India in the outsourcing/offshoring industry. He obtained his Bachelor’s degree in Pharmacy from the prestigious MET – Mumbai Educational Trust’s Institute of Pharmacy. He also holds an MBA from Nottingham University in the UK.

RESPONSIBILITIES TOWARDS SOCIETY

At ICAN, it is understood that any organization is as good as the society in which it operates. They acknowledge their social, moral and ethical responsibility towards the betterment of various elements of the society they live in. They believe that this is one of the unsaid and underestimated aspects of business excellence which few organizations have come to take notice of. Along with the employees, they have taken a few such steps to touch lives outside the professional arena and recently have pledged support to Rays of Hope Ministries and Suryoday Trust, a school for Students with Intellectual Disability.

Through this initiative, they hope to make a difference to the many orphans in the institute, just as they have done with the internal and external clients. The generosity of their employees to extend financial help further testifies to the company’s strong ethical convictions and moral codes which in no lesser means have had them excel in their business assignments as well.

They look at this effort as a way of giving to the society what the society has given to them – sustenance. At ICAN, it is seen as an indirect correlation of these activities with business values, which by extension drive business operations – after all socially aware and active organization are more likely to stand the test of time, and they are one of the proofs of that.

The growth of call centers is also largely due to the higher number of the educated class and further humongous commerce.  The demographics of this country is way too much in favor of it, given that the greater population is under thirty.

Time is the only judge that would be able to tell if this ever so growing industry will be able to successfully sustain itself with the passing time of rigorous competition and fight for being the leaders in the market. The country clearly looks like dominating the global space as foreign investors have a number of impressive reasons to come in. the time right now is perfectly ripe and we positively look forward to the BPO sector to rapidly transport up the curve, solidifying its position further in the global arena.

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