How iQor India Shapes Global CX Success

Unveiling iQor India's Strategic Leadership in CX Innovation In this episode of the Digitally Irresistible podcast, we are joined by Maneet Sehgal and Manish Parikh, leaders at iQor India who bring a wealth of expertise in operations and financial services. With over two decades of experience, including 15 years at iQor, Maneet has overseen significant advancements in iQor’s business process outsourcing (BPO) operations and possesses a strong background in technology. Manish's robust background in financial services spans 16 years at iQor, and he has played an essential role in implementing commercial strategies across global markets for iQor’s clients. Maneet's journey from the technology sector to becoming the senior director and country lead for iQor India reflects her deep-rooted commitment to innovation and strategic leadership. Similarly, Manish's extensive experience in financial services helps contribute to iQor's diverse service offerings and global client engagements. Together, they offer profound insights into iQor India's strategic initiatives, its pivotal role in the BPO industry, and its commitment to delivering unparalleled customer experience (CX) solutions worldwide. Join us as we explore their accomplishments and their vision for iQor India's future growth as well as its impact on the evolving landscape of CX. A Pillar in the BPO Industry As a pioneer in the BPO industry, India has set the stage for global outsourcing, with iQor standing at the forefront and developing partnerships with an impressive client roster for various industries. Established in Noida, iQor India's journey spans 20 years of continuous evolution and growth, marked by iQor's commitment to delivering exceptional customer service and operational excellence. iQor India's service portfolio is expansive and diverse, catering to a wide array of clients across industries, including retail, travel and hospitality, and technology, among others. Our services range from traditional customer care and onboarding to advanced back office functions like revenue management and dispute resolution. From foundational customer care solutions to cutting-edge digital offerings such as chat services, iQor India’s tenured staff exemplifies versatility and innovation in meeting modern business challenges. Moreover, the implementation of specialized back office support services like cash management, application chargebacks, and a range of other finance and accounting processes underscores iQor's strategic commitment to improving efficiency and optimizing client operations. This comprehensive suite of services positions iQor India as a strategic partner for global enterprises seeking to streamline operations and elevate customer experience standards. [iQor’s cash application specialists identified areas of improvement for a telecom client, including streamlining time-consuming tasks and centralizing operations, resulting in the elimination of $30 million lockbox unallocated payments, a 99.9% reduction.] Growing to Meet Increasing Demand for CX Excellence With over two decades of performance-driven managed services in Noida, iQor India has established itself as a cornerstone of the company's global operations. Less than three hours away from India’s capital of New Delhi, Noida is a convenient and bustling hub of talent and technology. The strategic placement of iQor India in Noida within the Delhi National Capital Region (NCR) benefits from the government's ongoing infrastructure growth and ensures seamless collaboration with our other locations. This synergy allows us to offer a wide range of services, including non-voice and back office solutions, and provide our clients with unmatched customer experiences. After achieving notable success in serving clients worldwide, iQor India is focused on expanding its operations ambitiously and continuously driving delightful customer experiences. Currently, iQor is making significant investments in its Noida location to strengthen its operational capabilities. By Q3 2024, iQor India will double its office space, reflecting its commitment to accommodating growing client demands and expanding its service offerings. Maneet shares exciting plans for the facility, highlighting its campus-style design and corporate office environment. Situated amidst modern amenities such as food courts and gymnasiums, the new office promises to foster a vibrant and productive workplace for employees while boosting operational efficiency to better serve our global clientele across multiple industries. iQor India collaborates closely with other iQor locations worldwide, ensuring seamless integration and augmented service capabilities globally. iQor India services some of iQor's key clients across global facilities — such as Trinidad, Colombia, the Philippines, and the U.S. — and plays a critical role the in delivery of iQor's ...