CSS Corp - Company of the Year - Computer Services

Company: CSS Corp
Company Description: CSS Corp is a global customer experience and technology services provider, disrupting the industry with a unique intersection of industry-leading proprietary solutions, resilient operations, and innovative business engagement models.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Company of the Year - Computer Services - Large

Nomination Title: CSS Corp

Founded in 1996 and headquartered in the Bay Area, CSS Corp is a global customer experience and technology services provider, disrupting the industry with a unique intersection of industry-leading proprietary solutions, resilient operations, and innovative business engagement models. The company is a digital transformation partner of choice for its clients, which includes the world’s top innovators across industries. Its diverse team of over 9,000 employees across 18 global locations, is passionate about helping clients succeed through intelligent automation-led outcomes.

CSS Corp’s100% client reference-abilitytrack record stems from best-in-classdigitally infused customer service operations. Among our diverse clientele are 30 of the top 50 global telcos, 6 of the top 10 networking players, 8 of top 10 cybersecurity ISVs, 3 of Fortune 25 consumer electronics giants, 3 of the top 4 most valued companies, and the 2nd largest CPGcompany, among other leading global brands.

CSS Corp has performed on all fronts, from growth and client satisfaction to employee engagement and operations. It has emerged as a strong and credible player that’s disrupting the industry. The company has overcome macroeconomic headwinds to become the industry’s fastest growing and most awarded services company in its revenue range.

-Accelerating Growth During Recession: In FY 2020-21, CSS Corp grew at 30% Y-o-Y and emerged as probably the only IT services company that doubled its annual growth rate despite the pandemic. This growth is backed by our focused client strategy, unique managed services value proposition bringing together 15+ award-winning proprietary solutions, deep domain expertise, and a resilient global service delivery ecosystem.

-Resilient Company Culture to Help Every Employee Thrive: When the Pandemic struck, CSS Corp was the first IT services company to move to a 100% WFH model for its 9,000 employees in March 2020 itself. Our 'CHEER' framework for employee wellbeing brought the attrition levels to an all-time low of 16%, against the industry benchmark of 25%.

While most IT/BPM services industry bellwethers shrunk their workforce or introduced pay cuts, CSS Corp rolled out annual increments, variable pay, and promotions in April 2020. We emerged rock solid with our hiring plans, growing headcount by 30% in 2020 through virtual hiring and onboarding.

-Most Powerful Digital Solutions among Services Companies: CSS Corp secured #1 rank globally for its proprietary digital solutions by HFS Research in 2021, among all global BPM companies. The bellwethers of the BPM industry like Teleperformance, Concentrix, Genpact, EXL, WNS, TTEC, Sutherland, Sitel and so on were listed below us in the report.

-Most Recognized & Awarded Company in the Industry: CSS Corp has won over 70 international awards and 200 analyst recognitions from firms like Gartner, Forrester, Everest, HfS, and NelsonHall.

CSS Corp has emerged as a compelling alternative to the traditional IT and support service providers with its premium service offerings and differentiated value propositions that solve clients' critical business problems proactively.

We are transforming business models for a large proportion of our customers by offeringinnovative commercial outcome-based and gain-sharing models.While many IT/BPM services companies are hesitant to provide these kinds of models, our unique engagement models take a skin-in-the-game proactive approach vs. a break-fix approach of traditional engagement models. In theseperformance-based commercial models, we are paid or penalized purely on outcomes achieved. This is unique in the industry and nirvana for clients as it fairly distributes risk in the engagement on both sides.

There are practically no service providers that can transform a support cost center into a profit center. We have successfully done it by leveraging gain-sharing models. E.g., for alarge networking client, our innovative offeringstransformed a cost of $3 per incoming support call into a profit of $1.2 per call.For an IP telephony client, wetransformed our engagement from FTE-based pricingto a managed services partnership model with outcome-based commercials where we are paid on the number of monthly active subscribers. The innovative modelenabled a jump of 21.6% in the client's active subscribers.

In the last few years, CSS Corp has globally emerged as the most recognized IT and contact center service provider under $1 billion revenue, winning over70 awards, including 18 Stevies®.

CSS Corp, a new-age IT services and technology support company, harnesses the power of AI, automation, analytics, cloud, and digital to address customer needs. https://www.csscorp.com/

Staying Resilient in the face of the Pandemic

CSS Corp Resilience Story https://www.ciol.com/bcp-playbook-css-corps-resilience-frameworks-drew-cheers-employees-customers/
100% Work from Home transition : https://bit.ly/38pWE3A
Rolled out pay hikes and increments https://economictimes.indiatimes.com/jobs/cos-that-chose-to-shield-staff-during-the-storm/articleshow/76051891.cms
Hiring plans during COVID-19- https://www.youtube.com/watch?v=Afdi1NaGqho
Virtual Onboarding during the pandemic - https://www.facebook.com/PeopleMatters/videos/hiring-week-top-jobs-in-india-with-css-corp/647978932773920/
CHEER framework for boosting employees’ mental wellbeing - https://yourstory.com/socialstory/2020/10/world-mental-health-day-corporates-wellbeing-employees
Driving high employee morale during the pandemic - https://www.cxotoday.com/news-analysis/tech-firms-put-mental-health-at-the-top-of-the-agenda/

Creating one of the World’s most awarded and recognized brand

Accolades

-Manish Tandon, CEO, won the Gold Stevie® in the category of ‘Executive of the Year – Computer Services’ https://www.business-standard.com/content/press-releases-ani/css-corp-s-chief-executive-officer-manish-tandon-wins-gold-stevie%C2%AE-120091701011_1.html
-Wins 2021 Gold Stevie® Award for its Customer Experience Transformation Platform for Sales & Customer Service http://www.businessworld.in/article/CSS-Corp-Wins-2021-Gold-Stevie-Award-for-Sales-Customer-Service/15-02-2021-377855/
-Wins Outsourcing Provider of the Year 2020 at Stevie® Awards https://www.livemint.com/brand-post/css-corp-wins-outsourcing-provider-of-the-year-2020-at-stevie-awards-11583751680231.html
-Wins Two Silver Stevie® Awards at the 2020 International Business Awards® https://www.businesswireindia.com/css-corp-wins-two-silver-stevie-awards-at-the-2020-international-business-awards-69598.html
-Sunil Mittal, Executive VP and Chief Sales and Marketing Officer, recognized as the “CXO of the Year” at The Golden Globe Tigers Awards 2020 https://blog.csscorp.com/css-corp-wins-big-at-the-golden-globe-tiger-awards-2020
-Wins Gold at the 12th Annual CSS Corp Wins Gold at the 12th Annual 2020 Golden Bridge Business and Innovation Awards® https://www.business-standard.com/content/press-releases-ani/css-corp-wins-gold-at-the-12th-annual-2020-golden-bridge-business-and-innovation-awards%C2%AE-120102801244_1.html
-Wins 2021 BIG Innovation Award https://www.csscorp.com/allnews/css-corp-wins-2021-big-innovation-award/

Analyst Recognitions

We have received over 50 analyst recognitions, out of which 15 are leadership quadrant positions.
-CSS Corp ranks 6th globally in HFS Research for Top Digital Associates Services Companies https://www.csscorp.com/allnews/css-corp-ranks-6th-globally-hfs-research-top-digital-associates-services-companies/ -CSS Corp is a Digital Disruptor in the Contact Center Market – ISG Research https://www.csscorp.com/wp-content/uploads/2021/03/CSS-Corp-ISG-Research-Briefing-Note.pdf
-CSS Corp Positioned as a Leader in NelsonHall NEAT Assessment for Cognitive CX Services in the CX Improvement Market Segment https://www.csscorp.com/allnews/css-corp-positioned-leader-across-four-market-segments-nelsonhalls-neat-vendor-evaluation-cx-services-telecom-media/