Built for Business Like Yours
Remember when computers were super-expensive beasts and the exclusive province of corporate behemoths? Think of offshore BPO in the same way (more or less). Enter Manila BPO. We designed our company with small businesses in mind. We’re just like you, just in a different country. A country with really talented, smart people who happen to work for a lot less than people in Australia, Hong Kong , Singapore, the UK, or the US.
Have It Your Way, Have It Now
What do you need to do? We build custom programs — it’s our thing. Get in touch with us to get started. At Manila BPO we invest in staff for the long-haul Management stays engaged at all levels of operations. Western account management means you can always talk to someone you relate to. Local operational management and talent mean we get it done: Fast, Good and Cheap.
How We're Different
Great people are Manila BPO’s the differentiator. We hire the best people we can find. Our hiring process includes aptitude testing, background investigation, work-ethic and cultural fit. We invest significantly in hiring the right people, that’s why many our employee retention is the best around.
We’re fans of processes that help us work faster, better, and cheaper. We use process to shape workflow efficiently and keep our collective eye on the ball. Beyond learning, documenting, teaching and monitoring step-by-step procedures to achieve a desired result, we seek daily process improvement working with Kaizen methodology and technique.
We support great people and clear, efficient process with smart, light Technology that makes people faster and more efficient. We use Knowledge Bases to program info readily available; hosted ACD and Predictive Dialer solutions that are quick to deploy and easy to manage; hosted CRM for transparency self-service reporting.
We pace our operations to parallel that of our customers, we embrace Learning as tenant of our culture. Learning at a program outset combined with continuous development means our talent is always improving. It helps us deliver excellent support and become better at the work we do for you. We invest in Learning your program from owner to agent.
What We Do
Give your customers the help they need: 24×7. We assist with calls, chat, email as well as manage your ticketing system. Our team has deployed and supported proprietary and web-based help-desk tools. We have helped telecommunication, consumer desktop applications, and web application customers. Nothing improves customer perception and goodwill than quick, effective help on demand. How may we help you?
What are you looking for? How do you want it? Scraping, mining, hunting around the web or stacks of legacy data can be time-consuming and distract your team for higher value work. We comb the web, poke around your legacy data, call around and ask questions. We also collect data based on your specifications from social networks and then append this with information gleaned from additional sources. Then we package it up in a tidy, normalized file for your convenience.
Social’s all the rage. Everyone has an opinion. Our opinion is you should control you messaging whenever possible. Keeping an eye on your brand in the social sphere is as important as getting your name out there in the first place. Manila BPO can handle posting, friending, monitoring and we can also develop and man your social presence to help sign-up fans and followers or manage ad campaigns and provide real-time support from your social platform.
Billing support, account information, or just someone to grab the phone when you can’t. Treat your customers well with attentive, knowledgeable representatives on the phone, manning your email or chat. Manila BPO’s multi-channel contact services delivers with energy that creates brand delight and sticky customers. We also help develop customer service campaigns for customers who are beginning to sustain user growth greater than in-house resources can handle.
There’s no substitute for quality. Our service delivery is hand-crafted starting with quality where we invest heavily. Usually we tip the scales at one quality analyst to seven agents and no more than one to ten (depending on program complexity). Manila also offers objective 3rd party quality monitoring and verification.
When you need someone to be your first impression, answer calls, keep messages flowing we have a stack of engaging agents that keep communications flowing the right way. We say “please,” and “thank-you” and “sir” and “ma’am.” When you need a pleasant voice attached to a real human, we offer shared or dedicated Operators to keep you free from distraction, without missing a beat.
Chat & Email Support
Ever noticed that chat options for sites that entice you to chat with a live operator frequently aren’t manned? Make sure you have someone ready to take your order, answer a question, or just provide a ready reply. Its a connected world and your business should be speaking its language — we provide 24×7 chat and email support at competitive rates.
eCommerce/Web Site Support
Retail web moves at, well, internet speed. We help companies keep inventory current; update blogs, images or content; and work to keep conversions up. Need catalog images re-sized and posted; product descriptions written; inventory information updated? We do it all day long so you can stay focused on the important stuff.
The bread and butter of contact center operations. We can help you find customers — outbound sales, lead generation, and appointment setting all foot our bill. We work deep dive engagements to help companies get customers. More than just calling people, Manila BPO can fix you up with a broad-based solution that includes social networking, landing pages, email notifications, mobile marketing, and more. When it comes to selling there definitely more than one way to get the job done.
Data Surveys/List Updates
Sometimes the best way to get information is to call and ask. We perform data surveys to expand marketing lists, develop market intelligence, or drive traffic to your trade show. Our process focuses both on the best approach to extract key information that helps you build a list for expiring service contracts, eminent events that precede purchases, or simple business and consumer market intelligence. If you need some data scraped, collected, collated, exported, uploaded, validated, normalized, or generally cleaned and pressed: we’re your guys.
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.
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.
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.
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.
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.
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.
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.
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.