Impel Service & Solutions Limited (ISSL)

Business process outsourcing from Dhaka

Based in Dhaka, Bangladesh, Impel Service and Solutions Limited, usually known as iSSL, runs business process outsourcing work. It has operated since 2011 and offers a broad set of IT services and solutions to domestic and international clients. The company's stated proposition is quality-centred processes with a strong emphasis on information security, modern infrastructure, sound reporting and high-level staff development.

Call centre, back office and reporting services

The company runs standard call centre setups for clients, with 24-hour, 365-day operational support and trained call centre staff. Automated call handling with interactive voice response features is available, and calls can be recorded. Cloud-based insight capture and data transmission support client reporting. Back office support is provided by a skilled project implementation team, and high-end data analytics and periodic reporting are shaped to each client's business needs.

Training, quality control and transition management

Training and quality control processes are used to maintain operational standards. The firm also manages the transition of operations and the business re-engineering that comes with it, and it handles complete after-sales support and service for client customers. It describes customer satisfaction as one of its aims, and it says it works to lower the additional cost of customer service.

Digital marketing, software and HR sourcing

Digital and social media marketing is offered as a separate service, as is software and app development. Customised CRM platforms are built to automate processes, and an SMS-based feedback management platform gives clients a way to gather responses. The company also supplies staff through HR sourcing for client operations.

Certification and history

The company was founded in 2011, starting with a small team and growing to more than 250 staff. It holds ISO 9001:2015 certification, and its quality management system is meant to ensure conformity with customer and regulatory requirements.