iTouchPoint's Dual Delivery Center Model Gathers Customer Kudos
In April 2002, when the Indian BPO industry was gathering momentum and the big and small Contact Centers and BPO's were rushing to set up either third party or captive units in Indian cities like Bangalore, Gurgaon, Hyderabad, Chennai and Pune, iTouchPoint, founded in early 2002, decided to offer its customers the dual offshore advantage by establishing delivery centers in two countries - Philippines & India.
Today, iTouchPoint boasts of a combined strength of 1000+ seats at both the Manila (Philippines) and the Bangalore (India) Contact centers. iTouchPoint customers have been delighted at the prospect of having a choice of two offshore countries for delivery. At either of the delivery centers, iTouchPoint can customize and deliver end-to-end contact center solutions to its customers measuring in factors like voice & accent, culture & education standards, technical & non-technical or voice/ non-voice support.
For example, all voice based support with a stress on American accent can be delivered from iTouchPoint's Quezon City, Manila delivery center and all voice based support requiring neutral accents can be delivered from the iTouchPoint Bangalore center. Similarly, non-voice and transaction processing based activities can be delivered from Bangalore, while Manila can be the center for all high frequency voice based support like Directory Assistance.
With iTouchPoint's DDC (Dual Delivery Center) model, our customers also reap the benefits of having a hot-synced DRM process between Manila and Bangalore that act as a back up for each other.
Today, major Indian BPOs are rushing to set up delivery centers in Manila, but with iTouchPoint, our customers can say that they were there first.
iTouchPoint to leverage its Contact Center expertise to offer Business Process Outsourcing solutions to
Global 2000 companies
After having built up the competency and expertise in the Contact Center solutions domain, iTouchPoint has charted an
expansion plan to tap the global BPO market. iTouchPoint today has an immense knowledge base and expertise in
the Telecom segment with a customer base of over 95 Telecom companies built over a short time frame of last 2 years.
iTouchPoint delivery centers located at Manila, Philippines have been providing Customer Service, Collections & Directory Assistance services to companies in the US on a 24x7 basis.
"By leveraging our in-house expertise gained over the last 2 years developing and processing Billing and Reporting solutions for our current customer base, iTouchPoint has today built up an immense pool of knowledge base and resources which will help us provide BPO solutions to our clients specifically for areas like Transaction Processing, Collections and Billing & Reporting," says PS Rao, Chief Development Manager.
iTouchPoint has identified specific Industry domains for Business Process solutions offering, including
Telecommunications, Retail & Distribution, Banking & Financial Services (Insurance & Mortgage), Healthcare, Technology, Travel & Hospitality, Utilities & Energy and Media & Entertainment.
"Our BPO offering has received a positive response from major industries including Retail, Telecom, IT, Travel and Media. We expect to add a diverse portfolio of customers to iTouchPoint from these industires by Q1 2005," says Stephen Cahill, SVP Sales.
iTouchPoint is focused at providing a sustainable competitive edge to companies through its customer centric solutions that are not just cost effective but also add long-term strategic value to their operations.
