Something we once knew as just a call-center function has turned into the backbone of several businesses today. Isn’t this evolution of the BPO industry wonderful? In today’s hyper-competitive world, organizations don’t have the luxury of time to deal with non-primary tasks and the complexities of ever-evolving technology. Outsourcing such functions take some stress off the company’s shoulders, allowing the team to channel their energy towards the core areas of their business which affect the company’s success directly. While BPO has become the growth driver of several billion dollars, organizations nowadays should seek to establish strategic partnerships with a reliable brand.

In a quest for bringing such an outsourcing partner who acts as an extended arm for the business, we embarked on The-Connections ITes Business Services Private Limited, led by a powerful woman, Mamta Nitturkar, the company has garnered outstanding talents and exceptional technical facilities that only a few service providers can boast of. The company has not only invested in top-line technologies but also trained the resources to execute every process with a keen eye on absolute client satisfaction. It is a great pleasure for Women Entrepreneur India to engage in a conversation with Mamta. Read the excerpts to deduce more about the brand and her journey

Give Us A Brief Overview Of The-Connections. What Are Some Important Features Of The Brand Expertise?

We are an outsourcing partner for all important but non-core activities for all business verticals. We provide end-to-end business process management services to all our esteemed clients. Our key process includes Customer Care & Support, Lead Validation, Lead Allocation, Sales Lead Tracking, Customer Feedback based on NPS (Net Promoter Score), Account and Finance Management, AMC (Annual Maintenance Contract), Invoice Submission, Payment Collections, Account Reconciliation, Account Fillings – We do and we can take care of anything – which are non-core but important activities for any business.

Over the past 10 years of business, we have gained upper hand in serving Manufacturing and Industrial companies. 70-75 percent of our revenue comes from this vertical.

Take Us Through Your Early Educational Journey And The Prior Industry Experience That You Bring To The Table. What Motivated You To Foray Into Co-Founding A Firm That Provides Digital And Business Services?

Entrepreneurship is something that intrigued me since my childhood. With the same level of fascination, I moved to Pune, after completing my Graduation to assist one of our family friends to gain a clear understanding of business operations and execution. Back in 2000, when the IT industry started taking place in India – I was witnessing the change and demand, which motivated me to get into the depth of outsourcing.

Hence, I started working on it and got some pilot projects. Since then, there has been no looking back. Speaking of my professional experience, I have ventured into 3 business verticals as an entrepreneur. Firstly, the BPO Industry by establishing The-Connections ITES Business Services Private Limited.

 Secondly, Digitization Industry with Fusion One Info IT Private Limited. The last one for now and interesting business is an Online Gifting Portal .

What Are The Various Roles & Responsibilities That You Currently Shoulder At Theconnections?

When we started off, it began on a very small scale. Eventually, when decided to focus on the Manufacturing and Industrial business vertical, honestly, everything and anything that required diligence and in-person care. And, I was an active part of it along with my Co-Founder. Now when we are growing, we have realized that responsibility needs to be aligned. At present, I actively take care of Finance, Client Relations & Team Building.

What Are Some Of The Most Challenging Aspects Of Your Role As The Co-Founder & President At The-Connections? How Do You Overcome Them?

 Team building and keeping a positive environment and attitude among the team members is a key challenge that I really care for. We are in the business of serving the Customers of our Clients, hence the responsibilities are doubled every time we represent our client brand. Moreover, our team keeps doing the same monotonous job day in and day out – so it becoming quite necessary for us as leaders to focus on their team engagement activities, their thought processes, do some 'No-business' activities, and so on.

What Are Some Of The Unique Features Of The-Connections That Set It Apart From Its Contemporaries In The Market?

Associating with The-Connections comes with multi-fold benefits. Firstly, the knowledge of the team of professionals who have hands-on experience of over 10 years of handling Manufacturing and Industrial clients. Backed by members with diverse expertise, we provide straightforward solutions that are impactful and effective. Our technology prowess, free CRM, and most importantly, our strength to help businesses to maintain & increase their CLV = Customer Lifetime Value; all of these aspects give an edge to our business.

"The-Connections is in process of registering our Business Subsidiary in the US"

Moreover, TheConnections provides a onestop solution and support in the entire arena of BPO, while having a 95 percent of Customer Retention Rate - purely based on performance. The company stays with the clients from start to finish and ensures they receive truly high-end service, focusing on outstanding results, effective strategies, high-quality, and scalable solutions. Our capability to provide unrivaled professional services is built around our qualified, experienced, and dedicated staff is indeed a competitive advantage.

What Is Your Guiding Leadership Philosophy?

I strongly believe that if we take care of your team members, they will take care of our clients and business. So, putting people first is my only leadership mantra.

How Has Been The Journey Of The Connections In The Past Few Years?

Pandemic, for two years has slowed down our growth but we were lucky to survive during it and the most important reason for it is the having Manufacturing and Industrial business verticals, which has helped us to keep going even during lockdowns. However, there is a long way to go We have very active business development plans for the next three years.

In process of setting up our business development team under the leadership of the CEO, we do the expansion as and where it is required. We are so flexible with clients that if they ask to operate in their respective city and nearby their corporate office / industrial unit – we are just open to it because we are strongly backed up and updated with our technology.

"It doesn’t matter what and how much you make for a living, what matters is you are creating a path for your future generation of women and girl"

As A Successful Entrepreneur, What Would Your Advice Be To Young Women And Girls Who Aspire To Become Business Leaders And Entrepreneurs In The Future?

 Come out, choose your path, don’t stay home, fight the resistance, object and oppose the resistance and stand on your own feet. It doesn’t matter what and how much you make for a living, what matters is you are creating a path for your future generation of women and girls. Keep your head up, stay humble and keep shining!

Mamta Nitturkar, Founder & President, The Connections

Educational Qualification: • BSC in Microbiology.

• Advance Diploma in Computer Application

Proud Milestones: • Customer Retention Rate of 95 percent.

• 10th year of business with one of our oldest and most esteemed customers.

• From Calls Handling Centre (Single Channel of communication) to Omni Channel of communication – we have it all.

• Implementing Chatbots across clients and having readily available solutions.

• Grown from a Single operational center to three operational locations.

• Increase in the number of clients and hence the number of employees.

• 90% of our Leadership team is internally grown.

• And the most important – Strong and Updated technology because of which, we shifted our entire operations to Work From Home in ZERO downtime.