He calls himself a technocrat with market acumen and customer oriented approach. He has the right blend comprising of need fulfillment and competitive market space. He encompasses positive attitude, zeal to learn the latest technologies and is hard working towards achieving project timelines. This has given him the credence of a go-getter person who can complete the difficult task in a timely manner.
His specialties include generating thoughts and ideas for corporate responsibility, exploring ways of Service and Customer experience excellence and Project/process design as well as optimization. He started his career as a design engineer after completing his bachelor’s in electronics and communication engineering. After spending several years, working in different roles and gaining expertise, he founded his own company called Five Splash Infotech. It is an India based BPO Company with a clear vision of giving employment to the majority of skilled youths from a rural area of India and helping them becoming independent and walks back with earned respect.
Please provide a brief overview of your product/ service.
We are a concept tier-2/tier-3 BPM services provider. We like to call ourselves BOP (Business Operations Partner) for our customers, because, with changing world, this integration is a must for bringing value onboard. We provide backend as well as voice support services to our customers within and outside India. Our max manpower consists of women (single mother/widow/divorcee), people from a rural background and differently abled people. In addition, this makes our job more interesting, while adding superior value to our customer’s business.
What inspired you to build the above product/ service?
We as a family had a habit (my mom used to drive that) to visit orphanage homes, hostels for differently able youths, and also had a maid who was struggling for her studies and we were sponsoring her education. She only worked at our home because she didn’t want to be sponsored as sympathy, but wanted to give something in return. It was when we realized that these people with lack of resources have a very high level of self-esteem, which is a great thing we learned. It is nothing unusual, most of us do a lot of things like this for a reason or other, but we realized that there is something more we could do as a family. So, it was in 2008 end we thought to do something and I was discussing with my father and sister over tea in the morning, when a friend who was working in a call center then, said BPO is a sector which is offering great opportunities for people and youngsters.
So, we thought, why not, let’s learn. This was it, and the game began.
What is your life mantra?
Everything that became big started small. So, just keep building the base strongly. Self-belief & right intent will get you there.
What was the most challenging part of your journey till now?
To change people mindset, making them believe in their abilities. And, mostly, to get customer buy-in that the concept works. It has been working for 6 years now, and will work for many more years to come.
How did you overcome those challenges?
We believe that persistence is the key to success. You need to keep following what you believe in until you reach there. So, we made people comfortable at work and believe that they can be self-dependent and then it was an automated process. We started small with a team of 12, and we stand today at 200 people strong. Long way to go. From a customer viewpoint, our commitment and an intelligent interface layer between operational workforce and delivery are the key. Therefore, we have been able to build scalable, lean, replicable structure, which will ensure irrespective of how much we grow, the quality of service will remain intact.
Share some details about the investments that you have been able to fetch for the business till now.
The business has been bootstrapped till now. It has been 6 years now and we have been able to pull thru on self till here. Obviously, to take this impact to next level, we would look for some strategic investors.
How do you protect yourself from the problem of Brain Drain?
This is interesting. We don’t have this problem usually. People from tier-2/tier-3 cities and rural background work their heart out and would not switch jobs for mere 500 or 1000 bucks. Growth is there as they grow in experience. Our attrition levels are almost at half of where the BPO industry stands. We manage the team of 200 people across 3 locations with just one HR. Every operational leader himself or herself plays the role of keeping our employees happy. So, there is no brain drain
problem we come across.
According to you, what are the three qualities an individual must have to achieve success?
Humility, responsive, non-competitive attitude, because I believe success is not comparative, one individual will still be successful if his business does things right and has the goal of solving a problem and not beating someone else.
Which online tools/ services/ apps do you use the most and would like to recommend as well?
I use blackberry so very fortunate to be away from apps. For professionals, LinkedIn is recommended to keep self-updated with what is happening in the professional world.
Share any one habit which you think makes you more productive.
I can’t think of being tired of anything I am passionate about. So, never tiring attitude. Running makes me talk to myself, so that’s something I developed recently. It is amazing to talk to self, and it makes me run faster than myself.
Share any one habit which you wish to change in yourself.
I can’t see people shedding away from being responsible or being accountable. However, that is something you will find everywhere, so I would like to be more accommodative as a person.
Answer in less than 50 words
• One tip to success:
Pursue with right intent, and surround self with right people
• One mistake you believe every individual must avoid:
Not to commit a mistake. Commit many mistakes and learn quickly
• One most important lesson that you have learned until now:
Always reflect what is there on the ground.
What are your plans for next 3 years?
To take the impact from 3 cities and 200 people to 10+ cities and 1500+ people across India in tier-2/tier-3 cities.
If you get a chance to start your career again what would you do differently this time?
Nothing. Don’t believe in getting chances
What are your top three getaway destinations?
Home (without cell network), Ranikhet (Uttaranchal), Konkan beaches
Share a quote that inspires you the most.
“When you are on the top of your game, change the game.”