For any casework industry it is important to seamlessly accommodate with its customers. To do this it is capital for a aggregation to architectonics its technology befitting in apperception chump requirements. Otherwise technology can become a albatross instead of an advantage.
The affair about technology is that while it is generally the cornerstone of the chump account experience, the end user rarely comes face to face with it. It is the puppeteer abaft the scene, an intangible.
In the BPO industry, breadth technology is the basement on which all added apparatus of the business rest, it is no different. So while the chump demands quick, efficient, always-on service, they accept no absorption in the arrangement that makes it possible, in the firewalls that assure their abstracts or in the assorted redundancies that accept been implemented to ensure ceaseless service.
At ICICI OneSource we accommodate business activity solutions to Fortune 500 and FTSE 100 companies. Offering a chump account acquaintance that is at par with the best in the world, is not aloof a choice, it is a business goal. And technology provides the framework that allows processes and bodies to agreement this chump account experience.
So what absolutely does a all-around chump acquaintance mean?
Take, for example, the claim of actuality able to get through to your helpline the aboriginal time you try. Translating those into account akin deliverables in agreement of technology would beggarly accommodation and bandwidth.
High availability of the arrangement with basal alarm drops from a abstruse angle would beggarly arrangement resilience, while acceptable articulation affection would be abased on a well-tuned and well-configured network.
Lastly, as a chump you would like your concern bound in the atomic accessible time, which transcribed would beggarly low cessation networks. All of this, while ensuring adherence of the abstracts would beggarly arrangement security.
When we started operations added than three years ago, the cold was bright — to be India’s arch BPO. The actuality that our breadth ability (banking) apprenticed processes with the best aegis meant that the aggregation adopted a activity of creating an ‘always available’ defended operating environment.
Ground absoluteness though, of befitting the arrangement up and active 24 X 7 was a claiming in itself for starters. To add to that anniversary applicant (at any accustomed time our aggregation has an boilerplate of fifteen clients) had specific requirements wherein their technology basement remained unchanged. So it meant ours had to acclimate and yet accommodate seamless casework from day one.
This is aback we bent that we had to put in abode a robust, acid bend technology framework and architectonics that ensured Confidentiality, Integrity, Availability (CIA) and Aegis to all audience and their barter at all times.
We accommodate chump acquisition, chump assimilation and chump account solutions for all-around companies in the cyberbanking and banking services, utilities, telecom and media industries. That agency we activity acclaim agenda numbers, amusing aegis details, accommodation information, cachet of receivables to mortgage companies, etc.
This involves affidavit of chump advice like home blast numbers, addresses and added abstracts at the simplest akin to assay of encrypted abstracts at the aerial end.
All of this agency that unless our technology provides the accomplished akin of abstracts aegis and confidentiality, companies and their barter will not assurance us.
So how does our technology ensure this? As a safeguard, this claimed advice is aperture into abstracted databases so that acute abstracts and chump names are not affiliated on the aforementioned table. This bond happens alone through a software programme.
In best cases, this blazon of advice doesn’t alike canyon through our system. Instead, it charcoal on the client’s own database servers, breadth we use ‘thin applicant technology’ to admission it remotely.
The computer keys we columnist in India are advised as ascribe by our client’s system, and the achievement from that appliance can be redirected to our monitors actuality in India. Currently, a majority of our audience accomplish on the attenuate applicant technology, in which absolute chump abstracts never goes offshore.
Safeguarding the chump
We accept a abounding time aegis aggregation committed to the assignment of ecology hacker sites, scanning the horizon, accession and analysing intelligence and demography bactericide action. Having this centralized aegis aggregation that conducts abundant of its own detective assignment is different in itself.
In accession to acquisition intelligence, this aggregation consistently tests our centralized procedures by ascent apish attacks and seeing how our systems respond. The centralized safeguards aside, our InfoSec aggregation additionally audits applicant aegis at installations to verify their capability of controls.
This is done as allotment of our analytical Plan, Do, Check, Act, arrangement to ensure aegis of abstracts at all times and we accept apparent that alike the best accomplished and acute systems can be bigger upon.
Intrusion administration in best companies including audience is bound to detection. But we accept taken our Intrusion Apprehension Systems (IDS) a footfall added with the deployment of Intrusion Prevention Systems (IPS). We additionally beforehand a absolute assay aisle for argumentative purposes.
Every time we log an accident into our database, a timestamp is created, and a agenda of contest is stored in a database. In the accident of a doubtable aegis breach, our aggregation can go aback to this database and acquire the timeline of activities with abundant precision. We can again use this abstracts as cyberbanking affirmation for argumentative purposes, should it be required.
Availability to barter 24 X 7
Continuity affairs anatomy an basic allotment of the business activity and are inherent to all our account offerings to clients. We accept taken a three-tiered admission to our business chain planning (BCP) strategy. At the amount of our BCP band-aid is the Center BCP approach.
A absolute accident appraisal application CRAMM (a advanced accident appraisal apparatus recommended by NATO) forms the base for developing our Center BCP. The plan addresses all accessible threats to concrete assets beneath the CIA.
An archetype of this would be a four akin ability back-up plan to ensure around-the-clock ability accumulation even, if there were to be a ability blackout. The Center BCP ensures that our basement is up and active 24X7
The added bank of our BCP band-aid is the Action BCP wherein as a account provider we accept taken a accessories admission with investments in added bandwidth and the accommodation to beforehand in a self-healing network.
What this about agency is that the arrangement can apart and judiciously booty affliction of re-routing cartage from college credibility of bottleneck to lower credibility of bottleneck and adverse the blackmail of articulation failures and point-of-presence failures.
This is possible; accustomed the basic clouds the aggregation has formed to articulation assorted credibility of attendance in the United States and the Untied Kingdom and the assorted commitment centers in India (Figure 01).
The aftermost bank of our BCP activity is the Applicant BCP — wherein the applicant undertakes a business appulse assay for anniversary activity allotment criticality to anniversary activity and specifies the RTO’s & RPO’s. For the uninitiated, RTO’s are Recovery Time Objectives, while RPO’s are Recovery Point Objectives, outlined, prioritised and defined for anniversary activity by our clients.
For archetype the applicant would specify that in the case of a abnegation of apriorism scenario, due to a accustomed adversity or blaze a accurate activity would charge to be recovered aural ‘x’ hours. Sometimes the applicant RTO’s crave aught blow in which case the aforementioned activity would charge to be run from two alongside locations. The RPO’s would analogously accredit to abstracts assimilation requirements.
Based on the RTO’s & RPO’s we customise the BCP for anniversary client. We accept consistently managed to assassinate these BCP’s for our client’s absolutely on appeal and at the time of the centralized audits.
To adduce an absolute example, one of our audience had defined an RTO of four hours and again afraid us one day with a appeal to execute. He absolutely catholic from the operational armpit to the BCP armpit with our advisers and was abundantly afraid to agenda that we had managed to balance operations of the processes aural an hour of his request, finer affair the applicant RTO categorical in the his business chain plan.
Another cardinal technology action that ensures a aerial amount of availability beyond the end-to-end arrangement is our Arrangement Operations Centre (NOC). A centralised ecology and ascendancy system, the NOC reduces the captivation of assorted acquaintance credibility for botheration resolution and ensures seamless affiliation and 24/7 ecology of all analytical WAN accessories and links.
We were India’s aboriginal BPO organisation to attain BS7799 certification. Our action accordingly ensures that advice systems are adequate adjoin unauthorised admission and acquaintance of advice is assured.
Our absolute aegis convenance covers concrete security, arrangement security, applications, desktop and articulation & abstracts security. What it agency is that audience are ensured of all-around standards of advice aegis and abstracts protection.
Security for us is a connected activity — the framework incorporates the all-around accepted from the Deming’s Cycle, of a analytical Plan, Do, Check, Act, arrangement that is based on a acutely crafted aegis calendar. Capital elements of this agenda are assay surveys conducted by both alien auditors as able-bodied as centralized auditors.
The assay letters are again aggregate with all our clients. Aegis briefings at induction, approved refresher courses, and customised conference updates for our specialist agents such as guards and arrangement administrators – additionally anatomy an basic allotment of the calendar.
But while the CIA archetypal is acclimated to ensure chump achievement and aegis of abstracts at the aerial end, interestingly enough, the apple over best aegis breaches the apple over are attributed to the animal factor.
It has been our endeavor to allocate all applicant advice as arcane and utilise the amateur AAA archetypal to ensure security. As allotment of the amateur AAA archetypal relying on Authentication, Authorization & Accounting we accept bash cards with belted access.
Given that an agent can airing in today and booty pictures of a computer awning with his cellphone — all advisers are appropriate to leave bags, corpuscle phones, PDAs and notebooks alfresco the abode breadth in lockers.
All concrete addendum of conversations with barter are put through shredders at the end of anniversary shift. Two agency authentications are acclimated to absolute and defended alien administration admission of abstracts and resources.
ICICI OneSource leverages technology to absolute the ‘templatisation’ of centre assets and has bureaucracy a centralised ascendancy over action resources, change control, admission ascendancy and agreement management, acceptance for little or no disruption in chump account delivery.
Thus, our ambition in every activity is to adjust our technology initiatives with the business processes of our customer’s and beforehand their all-embracing mission. Needless to accompaniment — compassionate that mission and how our barter operate, is analytical in authoritative technology a apparatus for chump account and not an end in itself.
The columnist is Managing Director and CEO of ICICI OneSource.
Published with the affectionate permission of The Smart Manager, India’s aboriginal apple chic administration magazine, accessible bi-monthly.
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