Company Profile 2018 · ISSL aims to enhance customer satisfaction through the effective...

Company Profile 2018

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 aims to enhance customer satisfaction through the effective application of the system,

including processes for improvement of the system and the assurance of conformity to

customer and applicable statutory and regulatory requirements through the certification

process for ISO 9001:2015.

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.

CORE BUSINESS OF ISSL

Call Center Service

Human Resource Development and Sourcing

Back Office Service

Digital Content Management

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 clientsService 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,

BPO

Operations

& Public

Affairs

Mohammad Musfeq us Saleheen is the Director, BPO

Operations & Public Affairs of Impel Service and Solutions

limited. Prior to ISSL he was with one of the largest telecom

operator of Bangladesh, Grameenphone ltd. 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

commercial wing. 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 an active member of BACCO Project

Standing Committee member for Skills For Employment

Investment Program (SEIP) governed under Ministry of

Finance, GOB.

Md.

ASHIQUR

RAHMAN

Director,

Sales &

Corporate

Affairs

Md. Ashiqur Rahman is working as the Chief Operating

Officer of Impel Service and Solutions ltd. since 2014. He is

responsible for developing and designing New Business

opportunities both in domestic & international market along

with the Branding and Market Communications

responsibilities. Earlier he was responsible for overall Contact

Center Operations Management for ISSL.

Prior to ISSL he used to work with Grameenphone Ltd. from

2004 to 2013 as Manager - Inbound Operation in Customer

Service; Apart from his operational leadership

responsibilities, he used to support the Training &

Development team as trainer in different training program i.e.



Business Solution, overview of Call Center product, service &

process. He performed as a Project Leader for development

of different Customer Care Module, such as BPSC and

Business SMS, GP Product and services etc. He was the

founder Team Leader for the Business Segment Hotline,

Customer Demography base Hotline, 158 Complaint Hotline

of Customer Service & Experience, Grameenphone.

He received his Bachelor of Business Administration degree

from Dept. of Marketing, University of Dhaka and achieved

an MBA major in Marketing from the same institution.

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.



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

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

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

Bad Debt

Recovery

Process

- Collection calls and follow-up

- Bad debt recovery management

- Door to door collection visit and customer retention

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:

Inbound Services

INFORMATION HOTLINE COMPLAIN MANAGEMENT

ISSL can support and engage your

customers through information

management hotline and add value to

your customer satisfaction as and when

needed. Whether your business is big or

tiny, we are here to create happy faces

among your customer groups through

serving their queries and reach their

requests to your end with utmost value.

ISSL can support your customer

complaints with top most priority and with

due care to maintain the satisfaction index

always above expectation for your

organization. Our skilled business process

will help you to support with cloud based

complain management and escalation

facilities, feedback management and

multilevel validation to ensure customer

satisfaction at a go.

ORDER PLACEMENT HELP-DESK MANAGEMENT

ISSL inbound call center can support with

placing a product order, verification &

booking services offered to your

customers. Additionally for maintaining a

3600 value chain we insource products

booking, ticket booking, database and

information updates for our customers

through inbound channels.

ISSL has the expertise to manage your

front desk both at your own business

premise and as well as remotely from call

center support to greet and facilitate your

customers. Addressing the queries,

solving customer needs and escalate calls

to designated concerns from a single point

of contact through our call center.



OUT-BOUND SERVICES

TELEMARKETING SERVICES OUTBOUND SALES

ISSL has a flamboyant and dynamic

team to operate branding and promotion

activities through outbound call center.

We ensure experienced and well trained

telemarketing expertise &

representatives who will help you to

reach your target customers maintaining

all your confidentiality and information

security.

Want to promote your business? Or want

a drive for increasing market share?

Trust an expert, and we are eager to

help you to become your trusted growth

partner.

More sales more profit, more profit more

growth!! Sales can be done by any means if

you give effort on push selling. But if you

cannot maximize the sales growth unless

you emphasize on the quality of the

approach. ISSL will ensure quality centric

sales approach to give you the steady

growth that you always wanted. Our

professional and tested sales team is

capable of making higher sales growth by

offering most cost effective outbound

solutions in the market.

COLLECTION CALLS BUSINESS LEAD GENERATION CALLS

For bill collection, reminder,

due/installment settlement & follow up

ISSL outbound team is well set to

provide all the possible ways to make

your payments done. Banks, Financial

Institutions & Insurance Service

providers can focus more on the core

operations through outsourcing their

collection process to our trusted team.

Finding trouble about the authentic business

lead? Want to maximize the outcome of

your business approach?

ISSL outbound team has the scope and

readiness to make it more authentic and

noiseless on your behalf. Our well-equipped

outbound team will help to capture

authentic business insights to target the

right audience for your promotions.

RETENTION CALLS VERIFICATION CALLS

Every customer counts when you

emphasize on your profit margin. More

happy customers, more profit margins.

Throughout the customer life cycle with

your organization, ISSL outbound team

will help you to retain your valued

customers by providing the sense of

importance and attention as you want

for the customers to be welcomed,

Our outbound team can verify and validate

data authenticity on your behalf. Survey,

information, market data, research data,

information provided in different

subscription/admission form can be

validated over phone through expert

outbound professionals. We can ensure

cloud based information capture through



appreciated even if to be churned

through our outbound team.

CRM to disseminate real-time report at your

concerned teams.

APPOINTMENT SETTING SERVICES SURVEY CALLS

Through our outbound call center, you can

fix appointments with you potential

business leads. Top of it this will

authenticate the business lead and

minimize your operating time and cost.

Cash out the maximum potentials from

your direct sales team through

outsourcing the appointment setting

hassles to out expert hand and step

towards the next level of your business.

New business or old, all organization

wants to improve their product and

service offerings according to market

trends and customers need. Whether for

measuring customer satisfaction or to run

a campaign, a survey can help you

improve the overall production and

marketing strategy. We would like to help

you in this regard maintaining all the

service guidelines and ensuring 100%

data security.

SPECIALIZED SERVICES

TELEMEDICINE MARKET RESEARCH

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, Specialized Nutritionists

who serves the patients over call center

and prescribe them as per regulation.

ISSL offers you highly-skilled

professionals, analytics skills, and

business process experience for market

research to enable your company to make

more informed decisions and offer clients

an appropriate portfolio of services. We

provide customized packages on business

survey management with analytical

research which will help your business to

step in the next level.

MISSED CALL MARKETING TO OUTBOUND CALL

ISSL offers you Proactive Missed Call Marketing to Outbound Call Services, giving your

Customer the easiest way to connect with you so that you can have a greater reach and

increased response in a cost effective way into the target market. 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.



GLIMPSE OF ISSL CALL CENTER

Infrastructure Resource Technology Calls Served

130 Call Center

Seats with state of

the art structure

180+ skilled

resources with a

pool of 100 more for

call center

operations

Own server and

technology setup

with IVR and Cloud

data management

facilities

Monthly 1 Million

calls served from

inbound and

outbound operations

Service Level Average Handling

Time

No of Call Audit Quality Index

Score

Maintaining a

standard service

level of 90% for our

clients

Maintaining 2-

2.5mins AHT for

Inbound Calls and

3mins for outbound

calls

Monthly 1200+ call

audited

Maintaining 80% QI

for overall

operations



CALL CENTER SOLUTIONS

We are providing call center solutions for running a world class featured operations within our

clients own premises. Our solutions provide state of the art technical solutions including call

manager and other call center software with proper server backup support.

CALL CENTER SOLUTIONS IVR SOLUTIONS

Call center manager with dialers and

solutions which has the capacity for

Inbound, Outbound and Blended call

handling.

IVR based integration for customer

management and call center nodes.

Multilevel support with multiple language

support.

INFRASTRUCTURE SETUP CRM SOLUTIONS

We can support through providing call

center operational and technical

infrastructure support as per tailored

requirement to establish a full-fledged

setup at your premise.

Customized Customer Relationship

Management (CRM) solutions to keep

track of customer lifecycle and insights.

Have capability to integrate APIs’ and

other internal platforms.

SYSTEM INTEGRATIONS

Supporting with any kind of system

integrations, installations, support and

maintenance and training.



Back Office

Management 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.

Improve your operational efficiency

Increase the informational efficiency

Incur less expenses

Managing complete after sales support and service remotely

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:

BAD DEBT RECOVERY

BAD DEBT COLLECTION COLLECTION CALLS

ISSL can be your outsourced bad debt

recovery partners and play a vital role

through capturing customer

dissatisfactions, solve them and ensure a

smooth recovery process from customers

end. Moreover, creating a pipeline to

follow-up for future customer satisfaction

issues. Our back end expert team has the

capability to ensure a constant follow-up

chain with the customers to gain

credibility and accelerate the bill

collection procedure.

For bill collection, reminder,

due/installment settlement & follow up

ISSL outbound team is well set to provide

all the possible ways to make your

payments done. Banks, Financial

Institutions & Insurance Service providers

can focus more on the core operations

through outsourcing their collection

process to our trusted team.

FOLLOW-UP & RETENTION DOOR TO DOOR SUPPORT

ISSL outbound team will help you to

retain your valued customers by

providing the sense of importance and

attention as you want for the customers

to be welcomed, appreciated even if to be

churned through our outbound team.

ISSL have to exposure to manage a

dedicated team for door to door customer

retention program. Though expert

negotiation and follow-up, we can support

you to locate the right customer and make

our customers have the flavor of great



Reminder calls from our outbound

experts creates an awareness on

customers to pay outstanding in a timely

manner.

customer service which results in faster

recovery and customer retention.

DATA ENTRY & CONTENT MANAGEMENT

DATA ENTRY SERVICES CONTENT MANAGEMENT

We offer both online and offline data entry

services attaining lowest cutoff time to

convert the raw data into business

analytics. Our core concentrations are:

• Customer Application Forms

• Surveys and Questionnaires

• Card Processing

• Academic Data

• Insurance & Medical Claims

• Purchase and order forms

ISSL have the expert team to manage

your back office content management

tasks both for local and global clients.

Our core concentrations are:

• Content processing

• Editing & cropping services

• Online content upload

• Content modification services



DIGITAL SUPPORT SERVICES

ONLINE CUSTOMER SUPPORT SOCIAL MEDIA INTERACTION

ISSL can support and engage your

customers through online chat services

from both website and social media. Our

own online chat platform will be used and

can be customized as per required for

operations. We can take care of your

customer through responding their e-mails

on behalf of you.

ISSL can support your online customers

through social media and engage them in

different campaigns to create more

promoters for your services. We offer

social media interaction, addressing

customer query, comments and reply

management, messenger interaction and

campaign interaction.

DIGITAL PROMOTION

We offer a one-stop hub for all your digital needs. A team of innovative, tech savvy peoples

who believe in using digital strategies to maximize the business benefits of an organization.

Our social media gurus will humanize your company into a talkative brand, creating

meaningful conversations with your customers using the most edgy social media strategies.

Our services include:

- Page management

- Social media engagement & Campaign generation

- Content creating and upload

- Online advertisement & Post Boost

Engagement through contest and app.



Human Resource

Development and Sourcing Turning Productivity into Profitability by Creating a Shared Vision



TRAINING

Impel Service & Solutions Ltd. offers training solutions for Individuals, Organizations and

Government Agencies focusing to develop skill based competency for you as well as you

organization. ISSL’s resource development process has the power to unleash hidden potential

and boost performance across your organization.

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.

Professional customer service

Professional back office

Operations management

Communication skill

Train the trainer

Leadership Training

Presentation & Business

Writing skill Digital content management

Occupational health & safety

CV writing and interview

readiness

Mobile App development

Office applications



HR SOURCING

SOURCING RECRUITMENT

We are within a single knock away from

you to source you the right candidates

for your organization. We have a

flamboyant pool of fresher and mid-

management professionals who are

trained and ready to serve. We have

specialized resources for working in

sales, distribution, marketing, customer

service, call center, HR, back office and

data entry.

ISSL is well capable to run your recruitment

processes to ease your organizational

activity and recruitment related hiccups.

We have professional and experienced

Recruitment and Souring team who can

manage all the required activities

associated with it. Form circulation to run

assessment center to candidate

finalization, we ensure the complete

recruitment package for you.

ASSESSMENT CENTER ACTIVATION

Assessment center is essential when you

are looking for the best possible

candidates to be placed in your

organization and want to judge his

competency in both attitude, skill and

knowledge segment. We are capable of

running day long assessment center in

both indoor and outdoor locations and

our expert corporate assessors will

organize and facilitate the whole process

for you.

Activation programs in different

universities, colleges are one of the most

effective ways to get large candidates pool

to run recruitment process or campus

recruitment. This is also a very effective

way for promoting and branding your

organization in larger scale. ISSL can assist

and facilitate such activation programs all

over the country for you where recruitment

in larger number is needed.



INDUSTRY VERTICALS WE ARE SERVING

Telecommunications Insurance Government

Organizations

Service

Providers

E-Commerce Mobile Health

Services

FMCG Global

Organizations

Education

MFS Events Manufacturers

MEMBERSHIP – AFFILIATIONS - CERTIFICATIONS

Membership Affiliation

Certifications



CLIENTS (LOCAL)

CLIENTS (Global)

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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