Consulting Services

Process “As is mapping” with 1st cut, automation avenues identification.

Business Analytics - It is imperative that Organizations need to need to pay equal attention to identify metrics aligned to the business goals and to define the measurements for the same in the overall context of the benefit to the overall business from off shoring /outsourcing initiatives

Automated milestone based management of the transition stage of the project.

“Service Level Agreement” base lining, re-establishing new SLAs through analytics where applicable.

“Best in the Industry”, accuracy in forecasting achieved through effective mix of process, methodologies, trend analysis and application integrated with the proprietary forecasting applications to setup and manage, “NOC” - forecasting, scheduling , staffing and web rosters.

“Effective management” of metrics through a unique pioneering solution which integrates principals of regression, correlation, variation management and statistically valid sampling. This unique iConsultech solution is our registered intellectual property and can be applied from a 15 member team to large numbers across queues and geographies.

Consulting, the “Game changers” – the following combines indepth and varied knowledge of the BPO operations, six sigma, statistics methodologies, a soft feel of the people issues and has a direct impact on the following

  • The agent – increase his life cycle in the company, enable him reach his fullest potential. This has elements of mentoring, multiskilling, skill mapping, succession planning. Impact – Morale, costs, execution excellence, mitigation against critical skill set attrition.
  • Retention Strategies – Elements of engagement, communication, automated feedbacks, proactive attrition identification, supervisors time effectiveness, issues tracking systems. Impact – Optimum productivity, nil revenue leakage, Consistent delivery on Quality and productivity.
  • Operations Excellence – Self managed teams, management by Variation, including level 2 drill downs (automated), real time monitoring of Quality, Standard procedures as a “breathing document”. Impact – Faster learning curve, significant impact on attrition, enabling environment for value added work (innovation), enhancement of mentoring skills of the supervisors.



    • DNA of Innovation – methodologies, platform and communication. Impact – Clientrelationship, both on topline and bottomline.
    • DNA of Client Management – effective review management, communications grid, hospitality, automation of all MIS, brand alignment exercise, personnel management Impact – Client retention, mining for more business, endorsement and credentials.
    • The Mother Brand – effectiveness strategies at the least costs Impact –hiring pipelines, vendor prioritization, community acceptance.
    • Ensuring Knowledge excellence – performance methodologies, managers effectiveness sigma, customized training needs, testing technology. Impact- Knowledge excellence, faster learning curves, consistency in Quality.
    • Raising the bar – Capture performance, simulation of performance, baselining of SLAs. Impact – Self assessment of performance and proactive ability to mitigate failure before thay happen.