About iSON Xperiences
Our Growth Story
Our unwavering focus on service excellence has seen iSON Xperiences grow from humble beginnings in a single call centre in Africa, to enjoy a presence in 19 countries, driven by a workforce of over 18,000 employees, conducting over 50-million customer transactions per month, for more than 500-million customers globally. We truly are a global organisation, of global citizens, servicing global brands.
OUR AWARDS
Beacon of Information & Communication Technology Awards ( BoICT), Nigeria
Top In-House IP Lawyer - Reghwendra Kumar Verma
BPO Organisation of the Year
CHRO of the Year - Basab Bordoloi: CHRO
CEO of the Year - Pravin Kumar: Global CEO
Leading Minds in HR - Gajendra Singh Saini
Raghwendra Kumar Verma
MISSION
VISION
“To align talent, technology and processes to support and drive customer engagement and delight”
To be a best-in-class, dynamic and innovative customer experience and process management corporation of global repute.
To provide an environment of trust, cooperation and mutual respect to all stakeholders. To create significant value for our customers, employees, partners, shareholders and the communities we operate in.
To develop “customers for life” by earning their loyalty by anticipating, listening and responding to their needs.
iSON Xperiences is passionate about delivering service excellence and great customer experience.
We create innovative solutions, which deliver compelling outsourcing services, creating value for shareholders, clients and employees, whilst maintaining a broad commitment to the environment and society.
COMPANY PROFILE
CORE VALUES
Personal
We will champion individuals, for it is they who make a company with total commitment and passion. For us, the personal is professional.
Agility
Speed is of essence and therefore we will always be quick in responding, in decision-making, in implementation and in reporting.
Integrity
Our ethics are sacred. We will always remain open, honest and transparent in all our dealings and abide by the laws of the countries and communities we operate in.
Excellence
We will pursue excellence in serving our internal and external customers by offering a superior experience each time, in every situation.
Compassion
We will strive for diversity and also serve the marginalised and differently abled sections of the society by empowering them with knowledge and job opportunities.
Our Dynamic
Team
Unleashing CX excellence: Our visionary ensemble
Meet our exceptional leaders, driving innovation and customer success. Their expertise and unwavering dedication ensure customer delight and guide our workforce to new heights of excellence and satisfaction, shaping the future of our CX excellence.
Diversity, Equity
and Inclusion
Embracing DEI and fostering success in customer experience
Celebrating our global teams' unique perspectives and ensuring equal opportunities for all. Our inclusive culture fosters a sense of belonging, driving creativity and client satisfaction. Together, we build a stronger future for our company and stakeholders.
Environmental Social Governance
Elevating experiences: Our core ESG commitment
Unveiling our ESG commitment beyond buzzwords. We act on sustainable practices, employee well-being and ethical governance - woven into our identity. Experience customer experience elevated by our core ESG values. Discover how we shape a responsible future.
Our Corporate Social
Responsibility Initiatives
At iSON, we apply our skills and resources in areas that make the greatest impact on society. This belief is the basis of our CSR work in our operating geographies. Our community involvement programs endeavour to achieve the shared values of iSON, (integrity and outstanding value to markets and clients, commitment to each other and strength from cultural diversity) and forms the basis of our code of ethics and professional conduct.
We are
committed to important aspects like creating equal opportunities, gender diversity amongst other imperative aspects and address these issues through
our year-round signature programs. Our key focus areas are Education and Learning, Social Engagement, Health
Community Service and Women Empowerment.
OUR DNA
Customer Focussed
● OPTIMIZATION
Being effective and efficient to utilize and optimize resources
Analytics and technology to be utilized for business insights
● AGILITY & TENACITY
Quickly predict, plan and align internal resources to changing situations
Leverage shared practices to facilitate rapid turnaround
Displays a consistent strategy across geographies
Employee First
● AUDACIOUS
Adapt to dynamic business environment
Relentless in pursuing business globally
Generate solutions for extraordinary situations
● ADDING VALUE
Establish cross functional teams to promote achievement
of shared objectives
Facilitate sharing of ideas and feedback
Explore better ways of working
Delivering Quality & Excellence
SPEED OF RESPONSE ●
Sense of urgency
Make important decisions quickly
Discourage complacency
EMPOWERMENT ●
Display self-confidence to facilitate talent to succeed
Entrust staff with appropriate authority and support
them in decision making
Encourage team who work to take risks,
especially when they fall
Trust
DIGNITY OF INDIVIDUALS ●
Display trust and mutual respect toward each other
Values other’s opinions
Values diversity and inclusivity
GROWTH OF PEOPLE ●
Committed to foster continuous development of employees
Facilitate accelerated career growth based on performance
Promote succession planning to ensure business continuity
Our partnership with global experts
To achieve the desired goals or needs as per the client, we don’t do it alone as we have a team of experts by our side offering off-shore business process outsourcing. Our global group of professionals merges scaling range and industry experience with hands-on various technical expertise. So the client can get outcomes accurately and fast. And, at iSON, we never stop innovating and creating new opportunities, overcoming the challenges.
OUR CERTIFICATIONS
At iSON Xperiences, we understand the critical importance of protecting sensitive customer data and maintaining the highest level of information security. That's why we are proud to announce our certification for Information Security Management System (ISMS). This certification validates our commitment to ensuring the confidentiality, integrity, and availability of information assets, ensuring a secure environment for our clients and their customers.
iSON Xperiences is dedicated to delivering superior customer experiences that exceed expectations. To further strengthen our commitment to excellence, we have obtained certification for our Quality Management System (QMS). This certification showcases our relentless pursuit of continuous improvement and our drive to achieve the highest levels of customer satisfaction.
PEOPLE FIRST
Xcellent Employee Xperience + Xpertise = Xcellent Customer Xperience
At iSON Xperiences, we firmly believe in bringing jobs and intellectual property to the people.
Our commitment to creating local jobs has resulted in a talent pool of over 18,000 loyal and dedicated employees. To reduce migration for employment, we bring work to where our employees reside. Over 99% of our African employees are citizens of the countries we operate in. This approach has a multiplied economic impact as employees don't need to relocate, yet they gain valuable workplace experience and industry knowledge. This sets the foundation for many employees to advance their careers in relevant industries.
Hiring the right personnel who understand and care deeply for your customers, along with investing in training and development, inspires confidence and competence. This enables our team to become extraordinary brand ambassadors, delivering exceptional experiences that meet and exceed customer expectations.
We prioritize career growth and development for our employees.. To date, we have promoted over 2,000 employees through our Internal Jobs Profile Program, fostering their skills and retaining as much talent as possible. Our focus includes the health and well-being, inclusion and diversity, as well as personal and professional growth, of our people.
About iSON Xperiences
Our Growth Story
Our unwavering focus on service excellence has seen iSON Xperiences grow from humble beginnings in a single call centre in Africa, to enjoy a presence in 19 countries, driven by a workforce of over 18,000 employees, conducting over 50-million customer transactions per month, for more than 500-million customers globally. We truly are a global organisation, of global citizens, servicing global brands.
OUR AWARDS
Beacon of Information & Communication Technology Awards ( BoICT), Nigeria
Top In-House IP Lawyer - Reghwendra Kumar Verma
BPO Organisation of the Year
CHRO of the Year - Basab Bordoloi: CHRO
CEO of the Year - Pravin Kumar: Global CEO
Leading Minds in HR - Gajendra Singh Saini
Raghwendra Kumar Verma
MISSION
“To align talent, technology and processes to support and drive customer engagement and delight”
To be a best-in-class, dynamic and innovative customer experience and process management corporation of global repute.
To provide an environment of trust, cooperation and mutual respect to all stakeholders. To create significant value for our customers, employees, partners, shareholders and the communities we operate in.
To develop “customers for life” by earning their loyalty by anticipating, listening and responding to their needs.
VISION
iSON Xperiences is passionate about delivering service excellence and great customer experience.
We create innovative solutions, which deliver compelling outsourcing services, creating value for shareholders, clients and employees, whilst maintaining a broad commitment to the environment and society.
CORE VALUES
Personal
We will champion individuals, for it is they who make a company with total commitment and passion. For us, the personal is professional.
Agility
Speed is of essence and therefore we will always be quick in responding, in decision-making, in implementation and in reporting.
Integrity
Our ethics are sacred. We will always remain open, honest and transparent in all our dealings and abide by the laws of the countries and communities we operate in.
Excellence
We will pursue excellence in serving our internal and external customers by offering a superior experience each time, in every situation.
Compassion
We will strive for diversity and also serve the marginalised and differently abled sections of the society by empowering them with knowledge and job opportunities.
COMPANY PROFILE
Our Dynamic
Team
Unleashing CX excellence: Our visionary ensemble
Meet our exceptional leaders, driving innovation and customer success. Their expertise and unwavering dedication ensure customer delight and guide our workforce to new heights of excellence and satisfaction, shaping the future of our CX excellence.
Diversity, Equity
and Inclusion
Embracing DEI and fostering success in customer experience
Celebrating our global teams' unique perspectives and ensuring equal opportunities for all. Our inclusive culture fosters a sense of belonging, driving creativity and client satisfaction. Together, we build a stronger future for our company and stakeholders.
Environmental Social Governance
Elevating experiences: Our core ESG commitment
Unveiling our ESG commitment beyond buzzwords. We act on sustainable practices, employee well-being and ethical governance - woven into our identity. Experience customer experience elevated by our core ESG values. Discover how we shape a responsible future.
Our Corporate Social
Responsibility Initiatives
At iSON, we apply our skills and resources in areas that make the greatest impact on society. This belief is the basis of our CSR work in our operating geographies. Our community involvement programs endeavour to achieve the shared values of iSON, (integrity and outstanding value to markets and clients, commitment to each other and strength from cultural diversity) and forms the basis of our code of ethics and professional conduct. We are committed to important aspects like creating equal opportunities, gender diversity amongst other imperative aspects and address these issues through our year-round signature programs. Our key focus areas are Education and Learning, Social Engagement, Health Community Service and Women Empowerment.
OUR DNA
Customer Focussed
● OPTIMIZATION
Being effective and efficient to utilize and optimize resources
Analytics and technology to be utilized for business insights
● AGILITY & TENACITY
Quickly predict, plan and align internal resources to changing situations
Leverage shared practices to facilitate rapid turnaround
Displays a consistent strategy across geographies
Employee First
● AUDACIOUS
Adapt to dynamic business environment
Relentless in pursuing business globally
Generate solutions for extraordinary situations
● ADDING VALUE
Establish cross functional teams to promote achievement
of shared objectives
Facilitate sharing of ideas and feedback
Explore better ways of working
Delivering Quality & Excellence
● SPEED OF RESPONSE
Sense of urgency
Make important decisions quickly
Discourage complacency
● EMPOWERMENT
Display self-confidence to facilitate talent to succeed
Entrust staff with appropriate authority and support
them in decision making
Encourage team who work to take risks,
especially when they fall
Trust
● DIGNITY OF INDIVIDUALS
Display trust and mutual respect toward each other
Values other’s opinions
Values diversity and inclusivity
● GROWTH OF PEOPLE
Committed to foster continuous development of employees
Facilitate accelerated career growth based on performance
Promote succession planning to ensure business continuity
GLOBAL PRESENCE, LOCAL FOCUS
We are the preferred Customer Xperience service provider in 19 Countries
Our partnership with global experts
To achieve the desired goals or needs as per the client, we don’t do it alone as we have a team of experts by our side offering off-shore business process outsourcing. Our global group of professionals merges scaling range and industry experience with hands-on various technical expertise. So the client can get outcomes accurately and fast. And, at iSON, we never stop innovating and creating new opportunities, overcoming the challenges.
OUR CERTIFICATIONS
At iSON Xperiences, we understand the critical importance of protecting sensitive customer data and maintaining the highest level of information security. That's why we are proud to announce our certification for Information Security Management System (ISMS). This certification validates our commitment to ensuring the confidentiality, integrity, and availability of information assets, ensuring a secure environment for our clients and their customers.
iSON Xperiences is dedicated to delivering superior customer experiences that exceed expectations. To further strengthen our commitment to excellence, we have obtained certification for our Quality Management System (QMS). This certification showcases our relentless pursuit of continuous improvement and our drive to achieve the highest levels of customer satisfaction.
PEOPLE FIRST
Xcellent Employee Xperience + Xpertise = Xcellent Customer Xperience
At iSON Xperiences, we firmly believe in bringing jobs and intellectual property to the people.
Our commitment to creating local jobs has resulted in a talent pool of over 18,000 loyal and dedicated employees. To reduce migration for employment, we bring work to where our employees reside. Over 99% of our African employees are citizens of the countries we operate in. This approach has a multiplied economic impact as employees don't need to relocate, yet they gain valuable workplace experience and industry knowledge. This sets the foundation for many employees to advance their careers in relevant industries.
Hiring the right personnel who understand and care deeply for your customers, along with investing in training and development, inspires confidence and competence. This enables our team to become extraordinary brand ambassadors, delivering exceptional experiences that meet and exceed customer expectations.
We prioritize career growth and development for our employees.. To date, we have promoted over 2,000 employees through our Internal Jobs Profile Program, fostering their skills and retaining as much talent as possible. Our focus includes the health and well-being, inclusion and diversity, as well as personal and professional growth, of our people.
