ALPHA BPO Corp

BACKGROUND

Introduce your business and what you do there.

I am the CEO of Alabao Technology Inc. We develop and sell food delivery software to other companies. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ALPHA BPO LLC?

During the COVID-19 pandemic, one of our websites went viral and we were receiving almost 1,000 calls a day. Our client team was entirely overwhelmed by the influx of calls, so we looked for a call center service provider. 

SOLUTION

What was the scope of their involvement?

​​ALPHA BPO has provided my company with call center services for the last two years. I've trained two of their supervisors, and they're in charge of training the rest of their team to work our phones. 

What is the team composition?

We currently have four teammates from ALPHA BPO working with us. 

How did you come to work with ALPHA BPO LLC?

A friend of mine was working with ALPHA BPO and referred me to them. We ran a trial period for the first month, and because the service was excellent, we continued to work with ALPHA BPO. 

How much have you invested with them?

We've invested $20,000–$30,000 with ALPHA BPO. 

What is the status of this engagement?

Our engagement with ALPHA BPO began in July 2020, and it's ongoing. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

We have internal teammates that call ALPHA BPO to evaluate their performance, and the ALPHA BPO team sends me inbound and outbound call metrics each week. Their team also records each of their calls and we collect customer feedback to measure ALPHA BPO's success. 

Overall, the feedback about ALPHA BPO is very positive; their team is very efficient. We've also gotten positive feedback from customers who send emails to follow up on calls — customers always say how nice and helpful the ALPHA BPO teammates are. 

How did ALPHA BPO LLC perform from a project management standpoint?

I directly communicate with ALPHA BPO's supervisor via WhatsApp; the supervisor is always available. Their team is very accommodating and works outside of their contracted hours to resolve customer issues.

What did you find most impressive about them?

Working with ALPHA BPO is more like working with a partner than a vendor. They treat my business as if it's their own and make suggestions based on their expertise to improve my business' website and user experience. They're doing more than their job; they provide insightful information to improve my business. 

Are there any areas they could improve?

It would be helpful if ALPHA BPO had software to see the call metrics and the call queue firsthand. 

Do you have any advice for potential customers?

Future clients need to take the time to train the supervisors from ALPHA BPO and tell their team the most common and complex questions their customers may have. In order for the partnership to flourish, clients need to ensure ALPHA BPO understands their business goals and practices, customer policies, and customer treatment standards. 

BACKGROUND

Introduce your business and what you do there.

I’m the operations manager for Wide Cloud Communications, a telecommunications provider.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ALPHA BPO LLC?

We were looking for a company to provide us with outsourced customer service.

SOLUTION

What was the scope of their involvement?

Alpha BPO is at the frontlines of our business taking calls and providing tech support for our customers. They handle our day-to-day operations troubleshooting user issues and accomplishing technical requests.

What is the team composition?

Our main point of contact is Darwin (Operations Manager).

How much have you invested with them?

We probably spend about $120,000 a year.

What is the status of this engagement?

Our ongoing partnership started in March 2019.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

ALPHA BPO helps us improve and maintain a positive customer experience. I have a good relationship with my customers and speak to them on a consistent basis and so far, they’re extremely satisfied with the team’s work.

How did ALPHA BPO LLC perform from a project management standpoint?

They handle project management amazingly well. I share my ideas with the team and they come up with great solutions to implement into a project.

What did you find most impressive about them?

ALPHA BPO LLC is only the second provider we’ve worked with, but we like that our partnership has been more successful compared to the previous vendor.

Are there any areas they could improve?

I’m sure there’s always room for improvement, but I’ve been extremely satisfied with their work so I can’t think of anything they could improve on.

Do you have any advice for potential customers?

I would advise setting your expectations clearly at the beginning of the partnership, instead of halfway into the project.

BACKGROUND

Please describe your company and your position there.

IT Director and Chief Security Officer

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire ALPHA BPO LLC?

To allow 24/7 customer support and IT support .

SOLUTION

How did you select this vendor and what were the deciding factors?

Alpha BPO was highly recommend by one of our leading partners.

Describe the project in detail and walk through the stages of the project.

We trained agents to handle out everyday task and customer supports protocols .

How many resources from the vendor's team worked with you, and what were their positions?

we trained 3 agents and 2 supervisors.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Great result productivity is up by 80% and cost was down by 50%

How effective was the workflow between your team and theirs?

The effectiveness of their workflow is A+.

What did you find most impressive or unique about this company?

We're impressed with their deep industry experience and how expertly they delivered their services.

The experience and how well the service was implemented.