ISC’s success is rooted in its dedication to adopting cutting-edge technologies and integrating them into its customer service processes. The company leverages artificial intelligence (AI), data analytics, and automation to enhance its service offerings, making customer interactions more intuitive and responsive. Innovations such as chatbots, voice recognition, and predictive analytics are incorporated to streamline customer enquiries and predict service needs, significantly improving customer satisfaction while optimising operational efficiency.

During an interaction with International Finance, Ashraf Abdelhafez, ISC Business Applications and Sales Director, said, “ISC continues its pioneering role in supporting the goals of Vision 2030 by enhancing digital transformation in the customer experience sector. Its ongoing investment in developing national competencies contributes to diversifying the economy and creating innovative job opportunities.”

The company’s personalised approach to CX management enables it to anticipate customers’ needs and deliver customised solutions that resonate with clients across various industries. ISC’s deployment of smart tools and systems for managing omnichannel customer interactions has enabled it to not only meet but exceed the expectations of its global clientele. This recognition by International Finance is a testament to ISC’s commitment to excellence and innovation, positioning the company as a leader in the BPO sector.

ISC’s recognition is not just a corporate milestone; it also aligns seamlessly with the broader goals of Saudi Vision 2030. The strategy aims to diversify the economy, foster innovation, and develop the country’s human capital, with a particular focus on the digital transformation of various sectors. As a leading BPO and CX service provider, ISC is playing a crucial role in driving this transformation within the customer service industry.

By incorporating advanced digital solutions into its operations, ISC contributes to the development of a digitally empowered economy. The company’s initiatives support the Vision 2030 objectives of boosting non-oil revenues, creating employment opportunities for the youth, and enhancing service sectors like information and communication technology. Through its continuous investment in technology and training, ISC is not only elevating its own standards but also contributing to the overall growth and modernisation of the Kingdom’s business landscape.

ISC’s achievement serves as a stepping stone towards greater aspirations. The award-winning company remains committed to driving the CX industry forward by investing in the latest technologies, nurturing local talent, and expanding its service offerings. As it continues to innovate and align with the ambitious goals of Saudi Vision 2030, ISC is poised to play a significant role in shaping the future of customer experience management in the region and beyond.

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In its existence of over a decade, the venture has established itself as a leader in the customer experience management and business process outsourcing sector in the Middle East.

“Our success is attributed to the digitalized and creative services we offer, which meet the highest international standards while accommodating the local market’s special demands. and this has revolutionized the sector in the region. ccc is one of solutions by stc’ subsidiary companies. solutions by stc is the number one IT services provider in the Kingdom for 6 consecutive years, and solutions by stc mission is to provide technology solutions to businesses addressing their needs and challenges to succeed in evolving market conditions,” ccc commented.

Headquartered in Riyadh, and operating in three strategic locations within the Kingdom, namely Jeddah, Medina, and Riyadh, ccc has been constantly updating its infrastructures and technologies to ensure the delivery of top-quality services to its customers.

The venture has a dedicated team comprising over 6,000 employees, including over 2,000 female staffers, and maintains a high Saudization rate. ccc has also been incorporating localization elements, to support domestic suppliers and entities to be part of the ‘Vision 2030’.

As of 2023, ccc is empowering businesses in Saudi and beyond to strategically optimize operations for various service lines including Customer Lifecycle Management, HRO, and F&A for multiple industry segments, apart from boosting operational efficiency through an enriched experience to achieve more impactful and long-lasting business outcomes.

ccc, the largest telecommunications provider in the Kingdom, has established itself by offering a wide range of solutions spanning customer care, technology services, digital businesses, consulting, back office, and all other specialized services, with an aim to provide customers an enhanced experience.

“Our customer service portfolio comprises several primary services that distinguish us, such as enhancing customer loyalty, collections, remote sales and technical support, and managing customer experiences, all of which are based on well-thought-out strategic plans supported by the latest technologies and supervised by highly experienced professionals. Today, our strategic direction is to launch new services that include HR outsourcing, consulting, business process management as a service, and much more. We aspire to excel in other services such as supply chain management, logistics, IT service management, and financial outsourcing,” the company stated.

ccc’s motto has always been to deliver services with exceptional customer experience. The venture has specialized in providing business intelligence tools, CXO dashboards, integrated speech and data analysis services, and knowledge management. Some of its solutions are RPA speech analytics, smart knowledge banks, and advanced performance management.

Apart from partnering with well-known businesses within the Saudi, ccc is now serving over 45 clients in sectors including government, healthcare, travel and hospitality, banking, financial services and insurance, energy and utilities, telecommunications, e-commerce, retail, and technology.

A Reputed Brand Standing The Test Of Times

ccc has received multiple prestigious awards over the years, apart from earning milestones like reaching over 40 million annual customer interactions, more than 5 million annual interactions on social media, developing an enviable portfolio of providing services in eight languages to 45 prestigious clients, and last but not the least, a customer satisfaction rate of over 95%.

ccc’s Vision Of The BPO’s Future

The sector called BPO or Business Process Outsourcing enables companies to streamline their operations by undertaking most of the monotonous duties from their core teams, thus allowing the ventures to focus on important responsibilities to increase productivity and reduce operational costs.

Since the sector is undergoing a transformation in the Kingdom and is poised to play in realising the economic diversification goals under ‘Vision 2030’, ccc believes that digitization has broadened the range of services that the BPO industry will provide in the coming days.

Robotic Process Automation (RPA) has started taking over the sector, supported by Artificial Intelligence (AI), thus leading to more agile outsourcing services and higher-quality experiences for customers.

BPO providers will be aiming at automating first-level customer interactions and work processes with chatbots, thus taking another step closer to the sector’s automation.

A combination of both onshore and offshore outsourcing models will optimize companies’ operational costs. The process, called ‘Right Shoring’, involves outsourcing complex and higher-valued customer interactions onshore, while moving regular high-volume tasks to cheaper locations.

The sector will adopt new trends like the Outsourcing of Knowledge Processes (KPO), Outsourcing Legal Services (LPO), Research Process Outsourcing (RPO), and services aided by Information Technology Enabled Services (ITES).

The sector, while remaining a customer-centric one, will keep on reinventing itself as per the changing landscape called ‘Customer Experience’.

ccc is now lining its services and solutions in such a way that Saudi’s BPO industry remains future-proof, while driving the Kingdom’s economic diversification efforts.

The Road Ahead

“Our philosophy in this area is to raise the level of competence of our employees and qualify them not only to serve our company but also to contribute to the growth and development of our kingdom’s economy and vision. As we dedicate hours training annually, our training programs come in different formats, including internal training in cooperation with stc academy, external training outside the Kingdom, and e-learning. At ccc, we believe that the development of our employees is crucial to our success,” the company commented, while talking about its roadmap for the future.

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Suparna Goswami Bhattacharya

July 1, 2016: The beginning of the new century saw the emergence of a new industry in India and other developing nation — the back office industry, or the BPO as it is popularly known. In early 2000s, BPOs were all about cost efficiency, which allowed a certain level of flexibility.

Cut to 2016, a new industry — distributed on-demand workforce model — is disrupting the BPO industry. An on-demand mobile workforce means a distributed workforce operating using their smartphones and who are available on a need basis.

Apurv Agrawal, founder, SquadRun, a mobile marketplace for crowdsourced work, says,  “We target back office work like data clean-up and enrichment, lead generation and qualification, etc. The idea basically is to disrupt the back office industry.”

“Most ecommerce platforms either have an in-house team or outsource the above-mentioned work to a BPO. Current outsourcing options such as BPOs / BPMs, are broken. They have a high initial and recurring fixed costs, are operationally intensive, inflexible, and the best ones are inaccessible for the mass market. Today’s businesses need a quick setup and instant turnaround times because operations move quickly. This is where we come in” says Agrawal.

For instance, any ecommerce marketplace gets several listings every day. These need to be curated, tagged along with the right caption and then placed in the relevant category. Companies like SquadRun tie up with housewives, students and part-time workers to do the job wherein they can earn on an hourly basis depending on expertise.  “People who sign up with us have complete flexibility to work when and as much as they want”.

Additionally, if a company needs to create an urgent outbound calling campaign to understand the market of a particular product, they can sign up with SquadRun and provide them with a script. SquadRun will outsource the work to people who have signed up for jobs on their app and whose profile matches the skill set required for completion of the work.

So far, the best option for a company was to hire a few interns and train them in these calls. But the process is time consuming and costly.

Pawan Gulani, director, operations & projects, Indifi Technologies, says, “The fixed cost of working with a traditional BPO is gone. We can calibrate according to our needs. It takes care of spikes and troughs in the incoming leads and gives us a platform to base our sales efforts on. The leads have become more qualified and we don’t have to put resources on sorting out the hot leads.”

Indifi Technologies is a startup that enables the country’s micro and small enterprises to gain greater access to debt financing.

A spokesperson from Shopo, a Snapdeal company, says although India has a low-cost workforce, it takes a lot of time for companies to define processes and set up internal tools to get this workforce to act productively. “Combination of trained workforce along with API based integration makes the on-demand workforce option attractive,” says the spokesperson.

Though the trend is still very niche in India, it has caught the fancy of many companies across the world.

Gigwalk, US-based mobile platform that helps find the right worker, believes the industry will gain traction in future. “I believe that the impact of mobile technology over the next 10 years will be significantly greater than that of desktop technology over the past 30 years. Workers are quick to adopt these new technologies. Smartphones have only been around for 10 years, but they are now being used by over a billion people. As mobile technology continues to be adopted in the workplace and society, this trend will only continue to grow,” says David Hale, CEO, Gigwalk.

He adds that mobile technology simplifies managing a distributed workforce and makes execution of complex field assignments more efficient. So building tools for a mobile workforce is an obvious transition for companies. Many industries are starting to use mobile applications to manage distributed teams just to remain competitive.

The trend

# Eight out of 10 respondents in Deloitte’s Global Human Capital Trends 2015 survey indicated a trend toward greater use of hourly, contingent, and contract workers

# Online talent platforms have the potential to increase global GDP by $2.7 trillion and employment by 72 million full-time equivalents by 2025 — McKinsey: Connecting talent with opportunity in the digital age 2015

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