ETISAL International: Fostering Businesses through Innovative Outsourcing Solutions

Valbhav Kaushal ,Assistant General Manager

Valbhav Kaushal

Assistant General Manager

The past five years have seen Indian BPO industry facing stiff competition from foreign BPO service provider environments like Philippines, Ireland, Brazil, Canada and Poland. Although as a silver lining, Indian BPO Industry has matured in many ways including an increased array of offerings, non-linear growth and adopting creative sourcing strategies. One such emerging company is ETISAL International Pvt. Ltd. that not only offers contact center services but BPO, ITO, and HR outsourcing services too. Etisal International India got incorporated as a subsidiary of Riaada Group in Sep 2013 but began its commercial operations in April 2014.

Initially, envisaging the international market foray and industry meltdown, ETISAL did a strategy refresh and started India to India (Domestic) business. In February 2014, ETISAL India bagged its first account for 50 (FTE) by one of the largest B2B e-Commerce market place and moved to a plug and play center in Gurugram IT park. Within two years of inception, the company grew from
15 employees initially to a 200 employee base, keeping the lean business model still intact. ETISAL employs effective measures to cross skill the team members and graduate them to compliment the business needs.

ETISAL resonates the values of its parent group to deliver quality services, enabling client partner to focus on the core business

Driven by Excellence

ETISAL offers all kinds of customer and back office processing services like account management, customer care, technical support and several more corporate services. The team is deft in HR management services like training and retaining, payroll, C&B management and career development. Along with that, ETISAL caters technical support at all levels and infrastructure outsourcing that include parking models, seats rentals, overflow services and CRM application outsourcing related services.

As a startup in India, the company resonates the values of its parent group to deliver quality services, enabling client partner to focus on the core business. ETISAL has delivered complex business outsourcing needs where Spike Management were on an intraday basis. For a global B2B e-Commerce client who wanted PAN India customer outreach, systematic
reporting for better predictability, negate non-performing geography specific teams and help optimize other teams with client ready information amongst others requirements, ETISAL set up centralised CRM & Telesales support, enhanced their customer experience and provided 9x6 support for products, sales, services & complaints, which resulted in increased revenue per agent by large magnitude and lowered cost of customer acquisition.

ETISAL is well versed with operations of different segments like telecom, automotive, banking & financial and food & beverage and well equipped to draw the best solution possible. Company’s esteemed clientele includes the likes of Microsoft, VMware, Etisalat, Burger King, McDonalds and many more such giants. As cherry on top, the company has been awarded as ‘Number 1 BPO Supplier of Choice’ by its clients from last two consecutive years.

Vibrant Culture for Vibrant Future

Since its inception, ETISAL has been growing 35 percent year-on-year and aims to retain the growth to transform itself into a matured phase. Taking note of the 200 plus employees majorly being in the age bracket of 22-24 years, the company maintains a vibrant, young and caring work culture. ETISAL is engaging its employees with all new-age technologies allowing them to do out of office hour activities. Following the footsteps of its parent branches in Egypt and Middle East, ETISAL India aims to be a 3000 FTE company by 2020.