Impel Service & Solutions Ltd (ISSL) -...

Company Profile 2017

1 Ensuring Better Customer Experience

____________Impel Service & Solutions Ltd (ISSL)_____________

Ensuring Better Customer Experience



ABOUT US

ISSL (Impel Service & Solutions Ltd.) is serving since 2011 as a BPO firm, offering a

comprehensive set of service and solutions for domestic & international markets with superior

quality considerations.

The key proposition of our process are quality centric structures maintaining high information

security for our clients, state of the art infrastructure and reporting process and high-end

resource development strategy.

ISSL believe repeat customer does not happen by accident. It is the result of a relationship

you have built up through excellent product and service.

ISSL VISION & VALUES

Serving with highest level of dedication by being competitive to build strong partnership

providing Quality Process outsourcing solutions and Value added service to our clients locally

and internationally.

Be Respectful to allBeing Humble

Always be creative to step ahead of the competitionBeing Creative

Doing the right things alwaysIntegrity

Nurture partnerships to bring positive outcomesPartnership

Provide Excellent Service to all our clients

Service

Excellence



MANAGEMENT PROFILE

Md. Aminul

Hoque

Managing

Director

Mr. Aminul is the present CEO of ISSL, running the BPO Software and mobile application and Value added service for telecom operators. He received his undergraduate degree from University of Dhaka and achieved an MBA from the same institution.

He began his career with Genuity Limited in 2001 with the Computer hardware business. In 2006 he established Next Net Limited with Value Added Service for telecom industry. In 2008 he established, Next Online Limited, ISP that later on expanded with the activity of IPTSP. In 2011 he started working with different scope “Business process Outsourcing” for local and International market. Now playing a vital role as Joint Secretary General, Executive Committee, BACCO.

Mohammad

Musfeq us

Saleheen

Director

Mohammad Musfeq us Saleheen is the Chief commercial officer of Impel Service and Solutions ltd. and responsible for exploring BPO business in Bangladesh and International Market. Prior to ISSL he was with Grameenphone ltd. Joined in Customer Service in June 2004. In these years he used to Head different Customer Service wings ; Online Communication, Outbound Call Center, New Business Contact Center and People and Quality Management. He was an active member of Customer Service Management team for nearly 4 years and participated different strategic decision making for customer service. Qualified with companywide transformation and change management (the GPWAY program, CS restructure, New ideas in Customer Service, Contact Center implementation Projects etc.), evolution of GP’s contact center and shaping up several new functions in the career journey so far. He is also an honorable Member of Standing Committee of Call Center and BPO, BASIS.

MD.

ASHIQUR

RAHMAN

Director

MD. Ashiqur Rahman is working as Chief Operating Officer of Impel Service and Solutions ltd. for last one year, he is responsible for overall Contact Center operation for ISSL, prior to that He used work with Grameenphone as manager Inbound operation. He received his undergraduate degree from University of Dhaka and achieved an MBA from the same institution. Facilitated as trainer on behalf of Support & Development in different training program, like Business Solution, Overview of Call Center, Customer Care

Module of BPSC and Business SMS, GP Product and services etc. Co-ordination with Brands, IT and Technical to provide one stop customer service while he was leading a team for Business Segment, Customer Demography base Hotline, Complaint Hotline of Grameenphone.

Md.

Habibul

Haq

Chairman

Md. Habibul Haq is the Chief Strategy Officer in Impel Service and solutions limited and looking into Communicating and implementing a company's strategy internally and externally so that all employees, partners, suppliers, and contractors understand the company-wide strategic plan and how it carries out the company's overall goals. He also Driving decision-making that creates medium- and long-term improvement in companies Finance. He makes financial viability of the company by using management strategies, financial accounting, customer relations, and implementation of new technologies. He also facilitating and driving key strategic for the companies regulatory to implement BTRC compliance into the company. He have specialized skills on the Contact Center System Integration with the IP communication. He began his carrier with the Genuity Limited in 2001 with the Computer hardware business. In 2006, his dynamic approach took him to go on with expanding their platform and to that effect, he again went into floating a private limited company NEXT NET LTD. , as a ITES partner as VAS for the mobile operators of Bangladesh. Under his leadership, made the branding of the name of their group as NEXT and in order to establish a dynamic platform for providing comprehensive services, a new company named Next Online Limited was formed in 2008 providing service in the ICT as ISP & IPTSP. In 2011 he started working with different scope “Business process Outsourcing” for local and International market with ISSL.



CORE BUSINESS OF ISSL



EXPERIENCE & EXPOSURE

Customer

Support

-ISSL have extensive experience in handling customer

queries and complaints for different clients through call

center

-Maintaining 24/7/365 operations with high quality call

structure and monitoring from both resource and quality

management aspect

Telemedicine

and Mobile

Doctor

Consultation

We are successfully providing telemedicine and doctor

consultation services for our clients maintaining all the

required regulations. For ensuring service excellence we

have incorporated BMDC certified doctors who serves the

patients over call center and prescribe them as per

regulation. Till now we are maintaining a high standard

and run our operations with around 40 efficient doctors

under direct supervision of ISSL in different projects.

Telemarketing

& Telesales

-Runs a huge pool of expert resources for telesales and

telemarketing calls

-Managing client expectations through quality sales and

marketing approach to the customers

Survey

-First time in Bangladesh survey through IVR solution

launched for Good world solution. [ 2013]

-Provided support for different clients through tele survey

to the customers and stakeholders

Mobile Health

Services

Playing a vital role on micro insurance service for telecom

operators and multinationals through ISSL call center.

ISSL have developed all the technical and operational

platform required for the service internally.

-Mobile-delivered micro insurance

-Pre-paid life, personal accident & hospitalization

insurance

-Pre-paid tele-doctor services

Value Added

Services

-Connected will all the telecom operators through charging

gateway

-Have flexi gateway for different campaigns

-Engaged with various SMS, IVR and WAP based services

with all the telecom operators

Operational

Software’s

ISSL have its own software development team through

which have ready and customized CRM tool for running

and maintaining a smooth operations. We have developed

different SMS based platform and mobile apps for

supporting our clients Have own workforce management

and performance management tool

Toll Free Call

Back Service

Ensure better customer experience by initiating mobile

marketing by grabbing the right customer for your

company and at the same time creating a relationship with

them through missed call marketing to outbound call



Contact Center

Service & Solutions



CUSTOMER SERVICE SCOPES

Our vast experience and knowledge on customer support has made us one of the most

diversified and dynamic BPO in Bangladesh. We are offering complete set of customer support

packages to our valued customers, where you will find One Stop Solution which you are

looking for. Our packages include:

VOICE NON-VOICE SPECIALIZED

SERVICES

SOLUTIONS

Customer Support

Customer

verification

Telemarketing

Telesales

Survey

Order placement

Collection calls

Welcome calls

Retention calls

Thank you calls

Web Chat

E-mail

Interactive

communications to

social media

Micro insurance

Telemedicine

Health VAS

Doctor appointment

Insurance claim

Complaint

management

Campaign

management

Call center

connectivity

Call center software

Server support

Infrastructure and

technical support

GLIMPSE OF ISSL CALL CENTER

Inbound Operation 24/7

Operational Workstations 200+

Outbound Call Capacity / Month 2.5 Million

Doctors’ Hotline 30+ telemedicine doctors

Existing Agent 250+

Full Time Part Time Ratio 40:60

Team Leader-Agent ratio 1:25

Male Female ratio 60:40

Quality Call Evaluation/Month 2800+



Back Office

Support Empowers you to create extraordinary customer experiences by optimizing the workday



ISSL offers a wide range of back office services and has years of accumulated experience and

expertise to serve varied industry sectors. We cater to the business requirements of clients

at various levels from simple data entry, which allow you to outsource a complete department

with standardized tasks, semi-standardized tasks, social media support, resource

management etc. to an offshore team. We combine our industry expertise and advanced

technology to provide a range of integrated and seamless customer management solutions.

WHY OUTSOURCE BACK OFFICE

Consider these questions:

Are you using too many resources on non-core activities?

Too much time on daily operations?

Are your employees trained in best practices?

Do you have state of the art technology and software for your team?

ISSL Back Office Management will help you to:

Improve your operational efficiency

Increase the informational efficiency

Incur less expenses

Managing complete after sales support and service remotely

BACK OFFICE EXPERTISE

ISSL can help with these issues. We offer scalable, cost-effective solutions for your non-core

functions. Our vast experience and knowledge on Back Office Management has made us one

of the most diversified and dynamic Back Office Support outsourcing company in Bangladesh.

We are offering complete set of packages to our valued customers, where you will find One

Stop Solution which you are looking for. ISSL Back Office Scopes include:

Data Processing & Entry (online &

offline)

•Customer Application Forms

•Surveys and Questionnaires

•Card Processing

•Academic Data

• Insurance & Medical Claims

•Purchase and order forms

Analysis & Reporting

•Sales Report

•Call Center Operational reports

•Social media research data for you or competitors

•Marketing analytics for insightful dashboards & custom reports

Door to Door customer Service

•Bad debt recovery

•Market Promotional Activities

•Delivery Service

•D2D Survey

Email and Chat Service

•Web Chat and Email Support

•E-mail Communication

• Interactive communication to social media



Software & Mobile App.

Solutions



INDUSTRY VERTICAL

OUR SERVICES

Software Solutions

SMS Platform

CRM Solutions

WFM (Work Force Mgt.)

WAP Platform

WEB Solutions

Mobile Apps

E-Commerc

e

Financial Solutions

Monitoring &

Evalutions



OUR FEATURED PRODUCTS

OUR SKILL SET

Web Technologies HTML, xHTML, CSS, AJAX, XML, XSLT, WSDL, Bootstrap

Language Efficiency PHP, Java, Python, C#, Javascript

Javascript jQuery, AngularJS, node.js, backbone.js

Web Service SOAP, REST-ful, cURL

Framework Expertise Django, Laravel, CakePHP, CodeIgniter, Symphony, Zend,

Kohana

CMS Joomla, Drupal, WordPress

Forum, Wiki phpBB, MindTouch, BudduPress, vBulletin

E-commerce OSCommerce, Zen-Cart, X-Cart, Magento, Virtumart,

WooCommerce

Social Networking Dolphin, Elgg, Community Builder

E-learning Solutions Moodle, E-front, Koha

Quality Assurance Selenium, Jmeter

Operating System Windows SQL Server 2008, 2012, FreeBSD, RedHat, CentOS,

Ubuntu, SuSE

RDBMS Oracle, MySQL, MS-SQL, Sqlite, PostgreSQL, MongoDB

Mobile Apps Android, iOS, Windows C

Helpdesk Mgt. System

Cheque Book Mgt. System

Non-Resident Citizen

Remittance Mgt.

E-learning Mgt. Solution

Green Office Mgt.

SMS Push Pull Solution

WAP SolutionBulk SMS Solution

Performance Management

Archive Mgt. System

HR, Payroll and Attendance

System

Online Library Mgt. Sysytem

Monitoring & Evaluation Sysytem

Accounting & Financial

Management Solution

News Portal

Quiz PortalCall Center

CRMHealth Service

Portal

Inventory Management

Software

Roster Management

Software



Digital

Marketing



BULK SMS SERVICE

SMS one-way broadcast (Send Short Messages to many recipients)

Both Masking and Non Masking SMS Port Facility

Individual Web based Online SMS Panel for authorities

User Credit Limit

SMS Campaign

SMS Scheduling Option

ISSL VOICE BROADCAST SOLUTIONS

Now-a-days consumers are seeking services from every company through

the easiest way to communicate and promote products & services. And at

present Voice out Bound Dialer service is one of the easiest ways to provide

so. In present days promotional focus goes high on Voice broadcast. We are

offering Voice Outbound Dialer to reach multiple recipients with voice

message. Using last 6 digit of mobile number, call will generate to multiple

persons and they will receive a recorded voice.

MISSED CALL MARKETING SERVICE

Missed Call Marketing Solutions is world’s most effective marketing platform for promotional

activities. 72% marketers agree mobile is the absolute best way to build return on investment

(ROI). Through this platform a company can grow mobile relationships with their customers

through promotions, polls, awareness and other activities.

To provide a one stop cost saving promotional platform

Ensure better customer experience by initiating mobile marketing by grabbing the right

customer for your company and at the same time creating a relationship with them

through SMS based awareness program

SCOPE OF WORK

Missed Call Marketing Solutions Service is useful for many sectors depending on your

requirements; few useful categories are listed below:

Vote, Polls & Survey: You can use the service to support your movement through giving a

miss call to a particular number or this can be used for any survey or for polls. This can help

you to get the database of your supporters to whom you can easily communicate latter on

through SMS or calls.

Lead Generation: Never miss a lead….Just include your Missed Call Marketing Solutions

number in your advertisements and capture all potential customers 24 x 7 x 365

Greetings & acknowledgement: You can also set Auto Thank you SMS, Thank You Voice

Calls (Pre-recorded), Connect real time with your Call Center using our Voice Calling Service



PROCESS FLOW FOR ISSL MISSED CALL MARKETING

When a new call arrives on your number our system automatically rejects the call after one

ring and pushes the information on real time to your Web panel/Server along with the Call

Number, Time, Location, and Operator.

SOCIAL MEDIA MARKETING

Social Media Service

Facebook Page Management

Online Advertisement

•Top Websites

•Facebook



SOCIAL MEDIA SERVICE – FACEBOOK



Value Added

Services Powerful and convenient Business VAS enable you to empower your employees and customers

alike



PRODUCTS

The company has a wide range of product in the mobile market. It encompasses almost every

area in this market. Like; SMS service both push pull and subscription based with the

same short code 2323 from all six mobile operators, IVR, RBT, WAP. Running on a

platform that supports open industry standards with a modularly designed architecture, allows

for seamlessly integrating the latest technologies

Music

(Ring Back Tune for all segments).Integrated with all Operators. FullTrack dolwnload.

WAP

(FSD, Video, Wallpaper, Animation,Games/Apps etc)

GPStore, Teletalk & Mobishop

SMS Service

(MO/MT)

20 MO Categories

23 MT Categories

IVR Service

(Browsing & Subscription)

News Portal, Horoscope, Kids Zone,Tips &Tricks)

Missed Call Marketing

Most scientific method for reaching toyour customers in a

Bulk SMS

Send your promotional message toyour targetted business leads at atime

OBD Marketing

Outbound Dialler to send voicebroadcasts for your business leads

Unstructured Supplementary ServiceData (USSD)

Subscriber dial USSD code andactivates the desired service



Recruitment

&

Training Turning Productivity into Profitability by Creating a Shared Vision



ISSL works for recruiting and developing human resources with quality coaching and

exclusive training offerings for individuals and corporates meeting proposed deadline.

SCOPE OF RECRUITMENT PROCESS OFFERING FROM ISSL

RECRUITMENT ROADMAP FOR OUR CLIENTS

Distribution Channel Recuitment

Sales Force for Bank, Insurance, Service Provider

Customer Service Recruitment

Regional Workforce Management

Medical Officer Recruitment



Training Solutions for Individuals, Organizations and Government Agencies

WHY TRAINING SOLUTIONS FROM ISSL

ISSL believes in team work. For creating a better competency level, we need to adapt to the

TEAM mantra…

Together Everyone Achieves More

Delivery of Existing Training:

Transform your talent, build a culture of high performance and feel confident you’ve

made a wise investment in your company’s future. Our expert faculty can conduct any

of our open enrollment courses at the location of your choice, saving you time and

money as well as ensuring that individuals and teams advance at the same pace.

Tailored Training:

Modify ISSL courses to address your organization's specific needs. Our pre-training

analysis aligns course content, activities and examples with your organization's

strategies, culture, and objectives to deliver a program tailored just for you.

Customized Training:

For more specific or complex training initiatives, our design team can assess your

organization's needs, and then create a learning solution that is uniquely yours to help

you achieve your business goals.

ACHIEVE RESULTS. Unleash Minds.

ISSL’s resource development process has the power to unleash hidden potential and boost

performance across your organization.

ISSL TRAINING OFFERINGS

Leadership Training

Basic Leadership

Advanced Leadership

Quality Managemnet

Soft-Skill Training

Negotiation Skill

Communication Skill

Presentation Skill

Interview Readiness

Sales Training

Basic & Advanced Sales Training

Direct & Corporate Sales

Functional Training

Microsoft Office Package

Microsoft Excel

Business writing skill

Customer Service

Art of Customer Service

Frontline custoer service excellence.

Effective telephony skill

Call center quality management

Call center operation management



BUSINESS VERTICALS WE SERVED

Telecommunications

Government

Agencies

Development

Sectors

FMCG

Service

Sectors Electronics

Mobile Financial

Services

Mobile

Health

Service Petroleum

Education

Financial

Institutions ITES

MEMBERSHIP AND AFFILIATIONS

Membership Affiliation

SISTER CONCERN BUSINESS PARTNER

CONTACT INFORMATION

House 71, Road 7, Sector: 4, Uttara,

Dhaka 1230

+8802 8931295

09614282828

[email protected]

www.issl.com.bd

www.facebook.com/isslbpo

CONFIDENTIALITY AND PROPERTY MATERIALS

The information and property materials shared shall be kept confidential by the receiving

party with the same degree of care as is used with respect to the receiving party’s own equally

important confidential information to avoid disclosure to any third party. Given images and

designs are subject to copyright and cannot be altered or used in any media or form without

consent of the author.

mailto:[email protected]

http://www.issl.com.bd/

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