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Manila BPO is purpose-built for Small and Medium-sized business that require process outsourcing for contact center, social networking, data collection, data-base development, email & chat support, or help desk. We emphasize complex processes that require mapping, focused learning, and high-quality staff to support delivery.
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Tell Us About You Project

Tell us all about what you want to do. What’s your business about? What are you trying to accomplish? When we talk, we want to gain a high-level understanding of your project and start thinking about how to deliver. This is when start assessing the project’s feasibility and tell you how Manila BPO delivers the goods.


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Background Research

Once you decide everything looks good and you’re ready to proceed, we take a look at the project. We review existing materials, surf industry sites, talk with you and people in your organization, and anything else we can do to understand what we need to do.


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Test it Out

There’s no substitute for hands-on testing. We develop a quick deployment plan and pilot your project so we can see what we need to do to deliver: skills we need to staff, program pitfalls, technology we’ll need, reporting, etc. This is where we begin to create a real understanding of the work, your organization’s style, and what we need to do to achieve success.


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Review The Results

Once we pilot the program, we have more to discuss — commercial terms, performance thresholds and incentives, deployment timelines. This time around we have a sense of the work and we’re ready to start dealing with the nuts and bolts of your program: learning materials, key performance indicators, deployment timelines, all that stuff.


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Strike A Deal

A good understanding of the scope of work means we’re ready to discuss terms and deal structure. Performance-based, hourly, and monthly FTE or some combination of these are all viable approaches to compensation. What is our service level agreement? How often do you receive reports? These are some of things we hammer down.


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Design & Build The Program

Working from our commercial commitments (SLA) and a complete understanding of the work requirements, we map the process end-to-end. This drives agent profiles, supporting technology procurement, learning and how we drive efficiencies for the project. The process map provides the basis for our project plan and the activity leading up to launch.


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Convene The Team

Who will be your assigned point of contact? Who will be providing quality reviews to make sure we remain aligned to expectations. These are key personnel you will work with on a weekly or daily basis. Once the project leaders are in place, we staff the team (most likely with some of the people who worked on the pilot). We instruct the team on the technology and the processes we’ve built as well as our performance and quality expectations.


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Start!

It’s showtime. All the planning, building, hiring, and learning come together to get your program working. During the first week or two we hold daily checkpoint calls to make sure everything is going smoothly, reports are properly depicting the project and the data return files are in order.


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Monitor & Refine

Once we’re in production, we apply lean manufacturing techniques (Kaizen) and standard quality review processes to make sure we stay focused on constant performance and quality improvement. This activity includes ongoing agent ranking, our performance management process call PQS as well as quarterly account reviews.