Abhinav Arora, Eureka Outsourcing Solutions: Building strong connections to surge ahead

Selected as a India’s Most Promising Leader 2020 by WCRCINT, Abhinav Arora of Eureka Outsourcing Solutions believes in being humble and building strong human connections as the core factors of success.

Years of working in the industry, your contribution reflects versatility and volubility. What has influenced your decision making process at various stages?

I have spent over 20 Years in Information Technology Enabled Services (ITES) industry and have seen transformation that “Outsourcing Services” industry has gone through in nearly last two decades. I have always and actively adopted new age technologies to add value to our customers processes, cutting down operations costs, bridging the gap between the digital and the conventional brick-and-mortar model by adding multi-channel and back-office support and eventually ventured into KPO services. This is in the Year 2000, Telecom Service Providers in India like BSNL, Airtel, Vodafone and others were causing a Paradigm shift moving from 3G and 4G environment, Era of Millennial where Digital Platforms and Fin-techs were taking the centre-stage and deeper penetration and wide acceptance of IoT. This is while India was becoming the worlds most favoured market for BPO companies offering a rich talent pool, enormous technological capabilities and untapped market.

An accomplishment that you consider to be the most significant in your career?

I personally feel that my true sense of accomplishment is yet to come as it is always an ongoing journey. However, the success story of “Eureka Outsourcing Solutions” is a journey of pride and in a way “Accomplishment” for me. The organisation has grown at a rate of 45% Y-o-Y since 2014 to become one of the fastest growing outsourcing company of the country.

How do you integrate corporate philanthropy or corporate social responsibility as a part of your business strategies?’

If you analyse, BPM industry in itself is selflessly contributing to the entire society by its inherent nature of business. On one hand we are able to generate substantial employment and livelihood for people, and on the other hand we enable our employees to pursue and fulfil their dreams for their future. A large section of our employee base is enabled to support education on their own. Thus, it’s a “Moral Philanthropy” which comes be default in all our business action and strategies.

Tried incorporating following values include:

• People First – Providing right platform, challenges & opportunities to grow leaders at every level
• Global Reach – Going beyond geographical boundaries
• Customer Centricity – Passionate about delivering outstanding customer experience
• Focus on Quality – Seamless delivery exceeding industry’s best practices
• Technology Innovation – Enabling technology to deliver excellence
• Collaboration – Delivering collective brilliance

What has been your driving force or philosophy in life?

“Creating Leaders for Tomorrow” has always kept me engaged since the start of my own Leadership journey. Understanding the individual strengths of the corporate family of employees is an essential and easy task but directing these individuals to believe in their potential to be “Leaders for Tomorrow” is a real challenge for an organisation. I have always worked towards understanding the strength of my team members and tried my best to develop them as an aspiring leaders across the various functions of our organisation.

What are the other philanthropic works you are involved in?

• “An Investment in Education and Knowledge, Pays the Best Interest. We continuously perform Our moral duty of providing unprivileged section.”
• We have lately tied up with 02 Contact Centre setups in Semi-Urban parts of the India to empower communities with sustainable livelihood. This further providing citizens with better health, education and employment opportunities, and encourage sustainable development.
• This is apart from Our various CSR stories by “The Joy of Giving”.

How do you define success and how do you measure up to your own definition?

Any corporation achieves success with two essential elements, its clients and its employees. The company has created an ecosystem of “Happy Customer in each of the five identified industry verticals where we significantly contribute to reducing headcount for managing certain customer responses through “Digital Solutions”. The employees in the company are directed to become “Leaders for Tomorrow” with flexibility as well as accountability.

We are constantly making things better, faster, smarter or less expensive. In other words, we strive to do more with less. Tell me about a recent project or solution to a problem that you have made better, faster, smarter or less expensive?

There are multiple case studies that can be shared as example of our approach towards developing faster, accurate and cost effective solutions in EOS. We created business solution for one our Healthcare/diagnostic client who had problem of managing, centralising and consolidating the Customer Service across multiple platforms.

Problem: Client was incurring huge cost of managing decentralised contact centre along with a delayed response time to its customers. Lack of standard “Knowledge Platform” was leading to errors as the information dissemination was person dependent. 

The Solution: EOS team created the business solution in 3 folds:

CRM Development –  We created Unified Platform for Calls, Chat, Emails and other medium of connect with customers so that single customer can be handled with same method and on same platform to avoid multiple information gathering and effort to address.

Uniformity in Information – By creating a World Class “Knowledge Portal” for every employee of the client and outsourced partners. The Knowledge Portal not only created environment of “One information” but also eradicated the problem of human comprehension and error in information dissemination.

Self Care – By creating an “Intelligent Voice Response – IVR” and “Intelligent Email Response – IER” which could answer 40% of the customers mundane queries lead a substantial drop in Cost per Customer for the client.

Our efforts yielded a high level of “Customer Delight” at an Optimised Cost.

In your opinion what is the most significant aspect of leadership?

“Trust” and “Empowerment” are the two most important aspects of leadership. A true leader is responsible to create a level playing field for all its team members where they can perform to the best of their abilities and assessed with an Unbiased approach.

Your perception of an empowered society. How far your industry has/can contribute for the same?

An Empowered society is one that allows its members to think ‘Beyond the boundaries’ of conventional system. Today, BPM industry has given substantial contribution in changing the mindset of the people by its strong driving principles of:

People First – Providing right platform, challenges & opportunities to grow leaders at every level

Global Reach – Going beyond geographical boundaries

Customer Centricity – Passionate about delivering outstanding customer experience

Focus on Quality – Seamless delivery exceeding industry’s best practices

Technology Innovation – Enabling technology to deliver excellence

Collaboration – Delivering collective brilliance

 

PERSONAL GRID

One thing you wish to change and one thing you wish to retain about your industry?

I consider BPM industry as the “Enabler” to achieve its employees professional goals. While there millions of people who are working in this industry, yet we still find that large set of employees who want to use this job only to support them either financially or academically to reach their final destination. I dream of a day when every employee working in this industry would like to grow professionally and make his/her career in it . I wish to see a when the parents would start considering this as “Serious Career” for their children just like Medical or Engineering as professions. I wish that this industry should retain its “Hunger” for growth, knowledge and new innovations as it does in current time.

Who do you owe your success to?

When I look back at my career there is a long and beautiful chain of my seniors, clients and team members who have helped me reach where I am today. I have worked my way to success with simplicity, and my ability to connect with people. However, there is a lot to do in future.

Best thing about your job?

Each day comes with a new challenge. But “Every challenge comes with an Opportunity”. Since BPM industry employs youngest employee base, therefore competition comes naturally in it. This competition pushes each member of this industry towards new levels of progression and innovation. People like me who enjoy this competition find it as the best part of our job.

A message from you to all the future entrepreneurs/leaders?

Let Us not hesitate any further to dream. Dream to grow bigger and deliver better. Let coming days be days of madness, hard work, excellence, togetherness and growth.