Calling 24o7: delivering customized and contact care solutions diligently
The origins of the BPO industry lies in association with giant manufacturing businesses. A famous example would be of Coca-Cola company. The BPO industry is typically aligned with the back-office outsourcing including various internal business functions like Human Resources, Finance, and Accounting and front-office outsourcing comprises of customer support or contact center services. BPO industry grew steadfastly when the unbundling in business enterprises became a trend, especially in the late 1990s and early 2000. The major centers for BPO industry are China, India, and the Philippines. In India, the sector saw its first seeds sowed in the second half of the 1980s when an American financial services company consolidated its Japan and Asia-Pacific back office operations in the suburban city of National Capital Region, Gurgaon. Later, the liberalization of the economy paved the way for the spiked growth of the BPO industry. According to a statistical report by Grand View Research, the summed-up value of the global BPO market size is USD 195.2 billion in 2017 and is expected to exhibit a CAGR of 7.4%. According to a NASSCOM report, the Indian BPO market sizes about USD 150 billion and forecasted the expectations to grow at the rate of 10-12%. These developments motivated Ranjit Pagdaloo to conceptualize a business processing outsourcing firm Calling 24o7 in 2003 with headquarters in Pune, Maharashtra. Since the inception, this Pune based BPO is setting new benchmarks for the solutions that deliver assorted BPO functions and Contact Care capabilities to diligently upping their clients' ROI through consistent and committed processes.
Startup City magazine spoke with Ranjit Pagdaloo who is also the CEO of the firm about the organization and personal impact on his professional journey. Here are some of the edited excerpts.
Tell us a bit about the inception of the organization
We established Calling 24o7 with the aim of providing result-oriented solutions for our client companies. We started our journey with the insurance sector, and gradually forayed into seven other sectors in the next decade; automotive, banking, and finance, real estate, health care, retail, and telecom. Our growth trajectory has been paradigmatic and heartening while clearly defining our commitment to our clients from the outset. We value their time, money and trust. So, maximizing their Returns on Investment or ROI, taking care of different BPO functions, Contact Care abilities and carefully analyzing data to predict market trends, Calling24o7 has helped several top-notch companies achieve cost-effectiveness and high-quality customer care through customized solutions. We supported many companies in their quest for growth ensuring their investments came to fruition. In simple words, we always remained compatible in the business atmosphere because of our tangible and timely value.
Maintaining the momentum
We distinguished ourselves on two aspects-our people and the results they produce. Passion coupled with a conscious responsibility drives us to fulfill customer expectations. What's more, we have harnessed our assorted learnings, industry experience and domain expertise in shaping an organization whose USP is responsive Contact Care solutions. Over the years, we painstakingly streamlined every aspect of the process: from finding the right agents to training, mentoring, reporting and achieving consistent results.
The values and factors attributed
Catalyzing business growth by improving profitability and reducing business cost is the singular purpose drives us day after day. We continuously work hard towards the growth and fulfillment of both our customers and employees by combining talent with technology. Above all, we back it up with the best contact center practices.
The unique strategies
Firstly, seek to understand before you ask to be understood!
The thoughtful and resilient approach helped us come up with the solutions that are feasible yet considerate. We closely observed our clients' need from us and delivered accordingly. To that end, we believed in empowering our employees to go all out. When employees understand their work and enjoy it, it reflects in their output. In short, when employees are happy, customers are happy. We are aiming at the bigger picture without losing sight of the quintessential task on hand. At the end of the day, our clients need to stay competitive and successful in their respective line of work.
Services offered and uniqueness of the firm
We want to be best in whatever we do. Our Contact Center goes that mile extra not only for new relationships but also for consolidating the existing ones. When the customer is happy, brand loyalty is a given. We integrate the right applications, infrastructure and services to meet specific ends. Recently, we entered the zone of data analytics, to better complement our existing services. This helps us understand their Go to Market; whether promotional campaigns are working or not working and what needs to be leveraged to gain an advantage.
The long-term relationship with clients
We have several clients associated with us for years in a row sharing a positive relationship with them. As you know, we associate with different brands for strategy and Go to Market. We ask our backend team to act on their marketing and business support apart from facilitating a good customer experience every time. Plus, we conduct organizational need analysis to understand each client's Go to Markets and where exactly we can deliver. With this kind of sincerity, our relationships sustain over time.
The market challenges
Disruption is the name of the game!
In the days to come, the scope of automation and robotics will get wider and wider. Chat boards will minimize contact care centers-though there's no way that the human interface will disappear entirely.
Hitherto journey as a leader
The journey has been both challenging and exciting. As marketing head of Ask Me, I have seen the market evolve at close quarters. My stint with Ask Me before conceptualizing Calling 24o7 helped me understand the areas of change in the days to come. As a result, 24o7 has three important and non-negotiable components to its DNA-Technology, People, and Processes.
Kindly brief us about the technology deployed by your firm in the industry
We are an ISO 9001: 2015 & ISO/ IEC 27001 certified company operating in multiple locations on a large scale. We promise 100 percent redundancy built on both voice and data covering all Indian languages and geographies. With our client base spread out across ten different verticals, we chose to adopt a horizontal growth approach rather than depend on a single vertical.
A piece of advice for the young entrepreneurs
A business model that lasts for a long period of time and organic thought process facilitates growth and development of a company. I come across youngsters with strategies to sell even before they get started–why is that? Whatever the dream is, stand for it before asking others to pour money into it. When you have good clients built up over time, you don't need a venture capitalist to put in money. However, good clients take time, patience and hard work to develop. But the effort you put in is worth it-clients who believe in you is all you need.
The road ahead
Our fifteen years of experience, our milestones, our approach to take every opportunity to learn and our vision helped us establish as a global name with successful customers across all 10 of our verticals. We stress the integrity of work and operations, the efficiency of delivery and rightly priced services. Since we are ever ready to evolve and update ourselves, we feel confident about tomorrow.