ICICI onesource

Overview

Mumbai headquartered third party BPO started in 2001

ICICI Bank, ICICI Venture Capital, Westbridge Capital Partners, Tamasek Metavante
Corporation are the partners this gives the company a unique advantage—that of acting like
an independent VC funded company to decide its own focus as far as verticals and
processes are concerned

Functions:

• Inbound Customer Contact Center Services

• Inbound Customer Contact Center Services – Voice
• Web services
• Transaction processing
• Retail banking processes
• Credit card processes

Delivery center

The company has 10 centers in – Bangalore, Mumbai, Chennai, Pondicherry, Trichy,

Buenos Aires, Argentina; New York, USA; Belfast, North Ireland; Londonderry (UK)

Revenues (2005-06) with revenues of $124 million

Management:

• Ananda Mukerji - Managing Director and Chief Executive Officer

• Raju Venkatraman - President and Chief Operating Officer
• Rajesh Subramaniam - Chief Financial Officer
• Sanjiv Dalal - Chief Technology Officer
• Matthew Vallance - Managing Director, Europe
• Rahul Basu - Executive Vice President, Collections
• Scott Shafer - Head, North America
• Aashu Calapa - Executive Vice President, Human Resources
• Chandra Iyer - Chief Marketing Officer and Head, APAC
Key Clients:

Prudential (UK), 70% financial services are from (US, UK), Rest is from Telecom,
Travel, transport, and Media verticals

The company has around 50 customers with 15-18 large accounts. Its top five clients
contribute 44 per cent to the total

OneSource’s call centre (customer acquisition and care) business includes out-bound
and in-bound telesales, cross-sell and up-sell programs and comprises around 45 per
cent of the revenue

Acquired

• Account solutions Group a New York based customer collection agency

• It has acquired Pipal research; Chicago based business research and Analytics
Company
• It has also acquired First ring (telemarketing call center), Customer asset
(Contact center), Kaulkin Ginsberg Company

Services:

Customer Acquisition: Outbound, inbound sales; Cross sell and upsell, Direct
marketing, Data mining, application processing, Order management, Account
activation, Customer surveys, Origination and funding

Customer care-Account management, Query management, transaction management,

Help desk activities, Mortgage services, Account closure

Transaction Processing: Dispute and complaint resolutions, crosssell activities,

Loyalty programs, Customer retention programs, Fullfillment support, Reconciliation,
Claim processing

Billing and collections- early stage collection, mid stage collection, skips tracing,
Fraud identification
Business Research and Analytics: Investment research, Industry research, Operation
research, Market sizing, Competitive intelligence, Knowledge building, Financial
analytics, data support

Manpower

Over 8000 employees across 13 delievery centers , Practising best practices for Human
resource management and training .
134 training schedules per year for employees

What differentiates ICICI one source is ?

1) Domain Expertise
2) Transparent Pricing
3) Six sigma level of quality
4) Knowledge Management
5) Virtual Organization
6) Culture

Infrastructure
ICICI onesource stresses on robust solution design , it has world class network
architecture and a minimum call drop.
The company uses Adaptive networks from Nortel to give clients complete flexibility and
assurance
The organization uses SLA approach for ensuring maximum uptime of network, it sets
clauses as business assurance i.e paying for the loss of business due to network failure
Special care has been made for Business continuity planning for client, enterprises and
centers.
The network are ensured to be secured

Certifications

• COPS
• BS 7799
• Six sigma process delivery center
Strategy
• The Company is the most aggressive in the BPO sector with series of buyouts
and acquisitions in many locations.
• The organization is building up its competencies regularly the company has a
strong financial backing as it is owned by the biggest private sector banking India
(ICICI)
• Recently had a joint partnership agreement with Metavante for starting BPO
services in North America
• The problems for the company is 45% of the revenues comes from contact center
and this is putting a lot of pressure
• Its collection and receivables management business segment accounts for 22-25
per cent of its revenue while transaction processing makes up for 30 per cent.