Dr. Dennis Harrison has spent more than 20 years in the BPO industry. He has worked for big companies and small ones, navigating the fast-paced demands of the US market across different roles, different organizations, and different challenges. Through all of it, one thing has stayed constant — his belief that business, at its core, is about people.
"In industries like insurance, that speed isn't just about efficiency," Dr. Harrison reflects. "When someone calls, it may be on the worst day of their life. They've lost a spouse, a parent. They need something, and they need it now." It's that understanding — earned over decades — that shapes the way he approaches his work today as Chief Sales Officer for North America at ISSI Corp.
Think about the last time you called your insurance company. Maybe it was routine — a question about a policy, a billing update. Or maybe it wasn't. Maybe it was one of those days you'd rather forget. A loss. A crisis. A moment where you needed someone on the other end of the line to actually show up for you.
That's the reality behind every interaction in the insurance industry — and it's the standard Dr. Harrison holds himself and his team to every single day.
When operations start to crack, the signs aren't always obvious. There's no alarm that goes off. No report that flags the problem. According to Dr. Harrison, the first signal is far more human. "People inside the company start to get a little unhappy," he shares. "And when that starts to happen, there's always a reason."
Left unaddressed, that quiet dissatisfaction grows — into missed service levels, processing delays, customer complaints, and eventually, damage to the brand and the bottom line. The businesses that catch it early protect everything they've built. The ones who wait often find out too late.
For many businesses, the idea of outsourcing feels like giving something up. Dr. Harrison understands that. "Your business is your baby," he says. "No matter how big or small it is, it's you." But outsourcing, done right, isn't about losing control — it's about getting the right help at the right time.
His advice to businesses taking that first step is simple: start small. Identify one area where the team is stretched. Bring in a partner willing to listen, observe, and solve — not just execute. Measure the ROI. Then decide on the next step. "Don't worry about the big steps," he says. "Take small steps. Stick your toe in the water. And as it makes sense, it makes it easier to take the next one."
Born out of the insurance industry 15 years ago, ISSI Corp carries something most BPOs simply don't have: a culture built from the inside out. "How many BPOs can say they were born out of the insurance industry?" Dr. Harrison asks. "Maybe none, except us."
That origin matters. It means ISSI Corp doesn't just understand the workflows and compliance requirements — it understands the human weight behind every call, every claim, every interaction. Large enough to scale, small enough to truly care. It's a balance that Dr. Harrison calls rare, and one that drew him to call ISSI Corp the best company he's ever worked for.
At ISSI Corp, the promise isn't just about solutions. It's about people — from the top on down. "They're going to find out ISSI Corp is a big family," Dr. Harrison shares. "And what do family members do? They make it easy. Good times, bad times — they solve problems."
Whatever the challenge — ISSI Corp will make it easy.
ISSI Corp is a business process solutions company that builds complex, high-value operations with precision, speed, and intelligence. Founded in 2010 and based in Manila, we bring 15 years of deep expertise in serving the insurance, SaaS, AI, and IT industries. Our core offerings include ModernCX™(Customer Experience), BackOffice+ (Back Office Support), and ContentGuard (Content Moderation).
Trusted by leading Life Insurers and managing over 1 million inbound calls annually, we blend seasoned human expertise with AI and digital technology to create revenue-generating customer experiences and operational excellence. ISSI Corp is your strategic partner for customer experience and growth enablement, delivering peace of mind built on trust.
