ICICI OneSource Limited
6th Floor, Peninsula Chambers, Ganpatrao Kadam Marg, Lower Parel,
Mumbai, Maharashtra-400013
Phone:56660888, 56660847,Fax: 56635481
Email: percy.dubash@icicionesource.com
Website: www.icicionesource.com
Company Head
Mr. Ananda Mukerji
CEO
Contact
Mr. Percy Dubash
Manager - Corporate Communications
Employees
Software:16;
Year Establishment 2002
Company Profile
ICICI OneSource (I-OneSource) is among India's leading BPO service providers with proven full service expertise for consumer industries including financial services, retail, telecom and utilities. I-OneSource’s business processing solutions span the entire customer lifecycle management chain from customized business research and analytics to customer acquisition, customer care, fulfillment, billing and collections. Its global delivery standards have resulted in multiple long-standing client relationships with FTSE 100 and Fortune 500 companies. ICICI OneSource adds value to its client's businesses through well-established and structured methodologies, tools and techniques. It is committed to quality and was the world's first company to achieve COPC-2000 CSP certification for back office processing and was the first Indian BPO company to attain BS 7799 certification. The company currently has over 5,000 employees across eight delivery centers, of which seven are in India’s leading metros Mumbai, Bangalore and Delhi and one in Amherst, New York. The company also has in-market teams in the US and in UK.
Vertical Segment
• Utilities
• Insurance
• Telecom (Services)
• Retail
• Banking
• Power & Energy
• Telecom (Equipment)
• Financial Services
• Media, Travel
Business Continuity
I-OneSource’s business continuity plan works at three levels. The Center level BCP
assesses risks and provides clients a plan to pre-empt disasters. The Enterprise BCP is an infrastructure offering and covers areas such as telecom connectivity, network redundancy, etc. The Client BCP is a customized BCP strategy designed specifically for each client.
IT & Telecom Infrastructure
I-OneSource has a self-healing, inter-connected redundant network with multiple POP in the US and UK that is backed by a dedicated network operating center enabling network monitoring and control round the clock. The adaptive network enables automatic detection of link failures and re-routing of call traffic, thereby providing resiliency. The modules within each center have been designed to operate in an automatic fail over mode thereby ensuring optimum uptime.
IT Enabled Services
• Credit/Debit Card Services
• Telesales/Telemarketing
• Customer Care
• Database Marketing/ Customer Analysis
• Billing Services
• Cheque Processing
• Accounting Transactions
IT Projects
• Since May 2004 - • Inbound customer service
• • Phone banking
• • Insurance processing
• • Back office process of account reconciliation
•
• Since July 2002 - Providing the following services to Non Resident Indian Customers of the Bank
• • Inbound Customer Service
• • Email Services
• • Web chat services
•
• Since Dec 2001 - • Outbound Telemarketing and sale of credit cards to the competitive US market
• Since August 2001 - Inbound customer service on
• • Billing
• • Technical Support
• • Complaints
•
• Since October 2001 - Back office processing including
• • New account opening
• • Registrations
• • Billing
• • Billing changes
• • Email customer service
• • Creation & Deletion accounts
• • Address Change
• • Invoice Request & customer Complaints
• • Billing & Dispute resolutions
• • Credit requests
• • Installations of ANI
• • Query resolution
•
• Since 2002 - • Early Stage Skip Collections
• • Primary Late Stage Bank and Retail Card Collections
•
• Since October 2004 - Inbound customer service
• Since Feb 2004 - End to End customer service
• Since 1998 - • Outbound/Inbound Collections
• • Recovery of charged off accounts
•
Quality Certification
• BS 7799
• COPC User Version 3.2
• Six Sigma
Markets
• Canada
• France
• India
• UK
• US