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Business Process Outsourcing (BPO)

Let us deliver genuine customer interactions and enhance
customer experience on behalf of your brand and organization.

Our business process outsourcing (BPO) service is a unique fully outsourced contact center management solution that includes the handling of calls, emails, web chats, social media, forums, messaging, as well as inbound and outbound interactions with customers, which are integrated into a complete customer care experience.

Our service covers entire business transactions from receiving order, payment processing, order tracking, to delivery of products or services for both business-to-business (B2B) and business-to-consumer (B2C) segments. We have well versed professionals and specialists and advanced technology in place to handle the complexity and coordination of multi-business interactions.

We also conduct customer satisfaction (CSAT) surveys to help businesses gain valuable customer feedback and determine the extent of customer satisfaction with their products and services. As part of this, we provide fully equipped operation site, workspace, necessary systems, and well-trained staff. Training programs, knowledge base development service, and performance reports (daily/weekly/monthly) are also included.

 

Benefits:

Flexibility and Scalability

Our BPO service is ideal for businesses of all sizes, kinds, and levels, whose policy and process require specific industry expertise. With years of experience in diverse fields, from retail to real estate, we can help you scale your business amidst today’s rapid changing environment with ease and streamline your internal process by taking advantage of our technology oriented, expert workforce, which is available on demand.

Cost Saving with Zero Risk of Overstaffing

We assist in strengthening your relationship with customers and adding growth to your business without increasing human resources headcount. Our solution helps you eliminate the need to build new systems or buy complex and cost intensive solutions. We work with your team to build custom contact center workflows that will save your time and money, so you can focus on the most important aspects of your business.

Reflection of Professionalism

Our highly trained BPO team and expert agents are well-equipped to handle your customer care and business processing needs. By working in a sound contact center environment, they are able to provide you with 24x7x365 phone, email, chat, messaging, and social media. They understand that every interaction has an impact on customer perception to your brand.

Therefore, they work hard to learn and deliver genuine brand experience with the same passion and expertise as your own team in order to transform your customers into long-term brand advocates.

Collaboration for Improvement and Success

Our BPO solution incorporates real-time monitoring and sophisticated analytics that enable us to keep track of your operations and work with you to deliver optimal performance.

Our robust monitoring tools and reporting provide traceable records, critical evaluations, and statistics that help you identify rooms for improvement and business opportunities. They give meaningful insights and basis for our mutual communication and collaboration to address critical issues such as unpredictable spikes that may throw your smooth operation off balance and potentially affect your performance.

With our highly accurate records and analyses, we help you plan for today’s operations, predict the future, and work toward your success.

Our technology-oriented approach, distinctive experience, attention to detail, desire to serve, transparency, and ability to scale make us an excellent partner.

Our BPO Service Features
  • Dedicated team including a Client Services Manager, Project Manager, Supervisor, and operation support team, e.g., quality controller, knowledge management team, training team.
  • Historical reporting on a daily/weekly/monthly basis.
  • Real-time monitoring, supervised or blind, and coaching.
  • Full access to all staff and data upon request.
  • State-of-the-art equipment, technology, and software (ASPECT Unified IP).
  • Sophisticated contact center-based CRM solution (MAXAR Ruamitr).
  • Workforce management (ASPECT WFM).
  • Quality assurance management (MAXAR Ruamitr).
Inbound Outsourcing Services
  • Information providing
  • Order taking and processing
  • IT help desk and customer service
  • Product inquiries
  • Pre/post sales service
Outbound Outsourcing Services
  • Appointment setting
  • Online surveys
  • Information gathering
  • Welcome calls
  • Service satisfaction follow-ups
  • Warm calling/existing clients/referrals
  • Product/service promotion