The offshore outsourcing industry is one of the most challenging businesses to be in and requires outstanding execution skills. InSO has mastered the art and has sustainable competitive advantage through strong fundamental practices in inbound call center services and outbound call center services that are an integral part of our operational model and more importantly, our culture.
These practices envelope the entire spectrum of our business model and are focused on building high client satisfaction through high-quality service delivery and value addition to their businesses.
InSO also strives to create value for all associated with it - clients, employees, investors and the community.
InSO has developed the following distinctive capabilities that enable it to provide customized and perfect solutions for call center outsourcing services on time, every time:
100% BPO focus 
Our core Compentency
We provide support only for BPO services:
- Our management team brings to the fore, core competencies in servicing clients and is focused on BPO services unlike other companies that provide this service as an addition to their core business.
- The top-to-end focus is dedicated towards offshoring the projects and implementing them at our centers.
- We do not share our operations and other functional supports for any other services.
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Unique Co-sourcing Model
Your seamless extension
InSO has designed a unique 'co-sourcing' model that addresses the concerns related to outsourcing:
- Our model empowers the clients to run their operations at our centers and provides them with flexibility and high-quality experience.
- We provide dedicated work areas and people and use clients' applications to provide them with customized reporting.
- The model enables strong cultural integration, high confidentiality and gain sharing.
InSO in turn becomes a seamless extension of the client's organization.
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Dedicated Business Units
Your organization with your expertise
Based on our prior experience of successfully scaling large global sourcing projects, we have organized ourselves around client-focused business units. Here, the Business Unit Heads manage the functional areas in order to ensure that key operation metrics are delivered on a regular basis:
- These units are focused on client domains and are a knowledge bank of domain expertise.
- The unit team comprises people who have related experience and understand the domain processes well.
- There is ample inventory for starting and scaling new projects.
- In a high growth environment, we focus on providing support for only 2-3 clients from a particular business unit to avoid any dilution of our quality.
- This organizational structure both at the startup and the scale-up stages ensures high degree of dedicated resource allocation and focus for successfully migrating and stabilizing our clients' projects. All this while maintaining requisite levels of confidentiality.
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Financial Strength
Profitable since inception
InSO has the unique distinction of being the only player in the BPO industry in India to be profitable since its very inception. This outstanding track record has also ensured investments and we are well capitalized and backed by strong investors.
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Strong Platform
Readiness for growth
Transitioning and Project Management (TPM) Toolkit
Ensuring successful migration and implementations
Experience & Expertise in Building Scale with Complexity
Servicing your needs with competency
We have exceptional experience in managing transactions and contacts in a high-volume environment. InSO not only understands the business but also the nuances of the trade:
- InSO has gained experience in scaling multiple pilots ensuring high-quality service delivery and adherence to Service Level Agreements.
- We are providing support to 6-7 clients that have scaled to over 300 agents.
- We have managed continuously evolving operations and have built new systems and processes in a highly dynamic environment.
InSO has successfully enabled its clients to move towards offshoring for the first time and our tight-knit relationships have helped us 'go the extra mile'. InSO is providing a host of BPO services and is rapidly moving up the value chain to offer high-end services.
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Execution Excellence Click for details
Focus, speed and reliability
The management team at InSO has the experience of working with some of the biggest organizations globally:
- The team has extensive experience of transitioning global business processes to India and running zero-fault service operations for global organizations.
- Along with the executive team, we have a highly experienced and able second and third level of management. This team prides itself in creating a truly world-class environment of passion towards excellence and helps deliver exceptional service.
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Centers of Excellence (COEs)
Drivers for standardization, improvement and best practice sharing
The COEs have been created for internalizing the in-depth knowledge that each function brings with it:
- This helps the COE in understanding the elements of best practices and in turn implementing them as standards across all business units.
- The benefits of these practices are being realized and implemented across the entire enterprise.
- These practices raise the organization bar through constant research and innovation.
- Our COEs have expertise in 'Transitioning and Project Management' and 'Voice and Accent Skills'.
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Re-engineering and Value-additions
Proven benefits and cost savings
Our co-sourcing model seamlessly integrates with our clients and works as an extension of their businesses. InSO has introduced, developed and used various tools in bringing process improvements, productivity gains and quality enhancements:
- Re-engineering program to save on trainings and ramp-up time.
- Middleware development for process automation to bring quality and enhance service.
- Pareto analysis to bring higher operational efficiency.
- Time and Motion study to improve productivity and save costs.
- Multi-tasking tool implementation for reduced handle times.
- In-house development of multiple software including tools for reporting, quality management and scheduling to enhance client operations (non-voice and voice).
Our clients have also replicated some of our initiatives.
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Client Reference-ability and Repeatability
Experiencing InSO through our clients
InSO has exceptional delivery track record with 100% client reference-ability:
- Our clients have received through InSO, high-quality responses, accurate transactions, productivity gains and process improvements.
- All our clients have grown with us and the various client testimonials endorse experience.
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