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BPO & Outsourced Call Center
Service description
High-quality customer operations delivered with scripts, QA, reporting, and governance. We support inbound/outbound contact handling and back-office processes so you can scale service without losing control.
Key Features
- Inbound support and outbound calling (as required)
- Multi-channel delivery: voice, email, chat
- Lead qualification, renewals, follow-ups, appointment setting
- Knowledge base + scripting + onboarding and training
- QA scoring, call reviews, coaching loops
- Reporting: volumes, AHT, conversion/qualification, quality metrics
- Back-office workflows: ticketing, validations, processing
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FAQ
What channels do you support?
Voice, email, and chat. We align channels to your customer journey and reporting needs.
Do you handle outbound as well as inbound?
Yes. We can run outbound workflows like lead qualification, renewals, follow-ups, and appointment setting.
How do you ensure quality?
We use scripts/KBs, onboarding, QA scoring, call reviews, and coaching loops with regular reporting so quality improves over time.
Can you support back-office operations too?
Yes. We can include back-office workflows such as ticket handling, validations, data processing, and operational administration as part of a BPO model.
Delivery and engagement
We launch with discovery workshops to understand your customer journey, define success metrics, and create scripts/knowledge bases. A controlled pilot validates processes and quality before scaling to full coverage. Ongoing delivery includes regular reporting, QA reviews, and continuous improvement.
If you only need short-term campaign calling, we can scope a fixed-duration engagement. For ongoing operations, we provide structured delivery with SLAs, reporting, and governance.