iSeva

In a young and growing industry, one more merger or acquisition does not raise an eyebrow. But this one created quite a buzz. e4e Inc. has announced that, as part of its overall strategy of expanding its business services offerings to enterprise customers, it has significantly increased its ownership of iSeva Inc to now have a controlling interest in the company.

With increased ownership, e4e Inc has reorganized the board and management structure of iSeva Inc. The board has appointed Vaibhav Tewari as the new President of iSeva Inc., and as a member of the new board. Vaibhav has been the managing director of iSeva India for the past four years. Dr. Sridhar Mitta, Managing Director of e4e India and Murali Rangarajan, chief operating officer of e4e Group have also been appointed to the board of the company. Deepak Sircar, the former CEO, has left the Company to pursue other interests.

iSeva was started in November 1999 as one of the first end-to-end BPO companies with operations in India. Over the last four years, the company has established itself as a domain specific company with significant expertise in industries including mortgage processing, banking and high technology. iSeva's contact center in its 50,000 sq ft campus in Koramangala, Bangalore can house 500 seats to handle customer communication via traditional channels like the telephone and new channels like the Internet.

iSeva has over 800 people providing BPO services to clients in US, UK and India. iSeva's representatives, all college graduates, undergo a recruitment process consisting of an English language test, an aptitude test and a personal interview. They are then trained in areas such as telesales etiquette, sales effectiveness, localized English language training, industry training such as financial services, insurance services etc. and client specific training for policies and procedures.

The company has productivity-enhancing tools in place to improve scheduling and management of the work force. The focus is on ensuring that the client gets workforce that is optimal and is continuously upgraded for greater value. The company has invested in quality monitoring technology that helps to continuously monitor and improve the quality of customer service delivered.

iSeva's quality processes are benchmarked with ISO 9000 procedures. Processes have been designed to be error proof, with quality circle meetings and continual education addressing broad issues. The company has a dedicated account management structure with clients being updated on a regular basis through conference calls and meetings.

The company’s telecom infrastructure has been designed and implemented to handle high volumes of telephone and data traffic. With an integration of infrastructure with that of the client, solutions are provided that enable routing and handling of all customer communication - be it via e-mail, telephone or web-chat to support CRM strategies.

ISeva provides clients in the financial services and high technology industries with services that are leveraged on a global delivery model. These are:

• Customer care, customer acquisition, retention & growth
• Technical care(Email/ phone/ web-based Level 1, 2 & 3 support) for consumer software, hardware and service companies
• Back office services (mortgage processing)
• Billing, performance-tracking and reporting solutions to help make informed decisions, both strategic and tactical.