# Boldr. Boldr. Reviews (10), Pricing, Services & Verified Ratings - 4.8 out of 5 average review rating - 7 connections joined Boldr.'s Network [Visit Website](http://www.boldrimpact.com/?utm_source=clutch.co&utm_medium=referral&utm_campaign=clutch-organic) [Get a Custom Proposal](https://clutch.co/profile/boldr) **Help people grow & connect** Boldr believes talent is equally distributed, but opportunity is not. It is changing that paradigm, building global teams through ethical talent outsourcing. As the first and largest global B Corp Certified BPO and the first B Corp Certified BPO in the Philippines, Boldr is committed to social and environmental responsibility. Established in 2017, Boldr serves 100+ client partners via 1,500 team members in 5 countries with 7 city locations in 10+ languages. Expand your team with Boldr: a purpose-driven, people-focused BPO company built to help teams, clients + communities grow & connect. [www.boldrimpact.com](http://www.boldrimpact.com) ## Company Information - Minimum project size: $1,000+ - Number of employees: 1,000 - 9,999 - 5 Locations: - Santa Monica, CA (Headquarters) - Pasig, Philippines - Mérida, Mexico - Tacloban City, Philippines - Cape Town, South Africa - Founded in 2016 - 3 languages: English, Spanish, Filipino ## Services, Focus Areas, Industries, and Clients ### Service Lines - 50% Customer Service Outsourcing - 15% Back Office Outsourcing - 15% Call Center Services - 15% Employer of Record (EOR) Services - 5% Data Annotation Services ### Focus Areas - Inbound Services: - 100% Answering services - Back Office Outsourcing: - 100% Data Entry & Processing - Outbound Services: - 100% Third party verification - Customer Service Outsourcing: - 30% Email Support Services - 30% Phone Support Services - 25% Chat Support Services - 15% Order Processing & Taking ### Industries - 20% Medical - 20% Information technology - 20% Business services - 20% eCommerce - 20% Education ### Clients - 50% Small Business (<$10M) - 50% Midmarket ($10M - $1B) ## Pricing Snapshot Average rating for cost based on this provider's reviews: 4.6 out of 5 **What Clients Have Said** *(This summary is based on verified Clutch reviews.)*: Boldr. offers cost-effective BPO services, with clients reporting significant savings, such as $6 million annually. Project costs vary from $85,000 to $125,000, and they provide flexible staffing solutions, adapting to client needs while maintaining a strong focus on employee satisfaction. **Most Common Project Size**: $50,000 to $199,999 based on 2 reviews *(Pricing information for this provider is based on reviews where the project size was available.)* ### Pricing by Service - Back Office Outsourcing: Confidential based on 4 reviews - Call Center Services: Confidential based on 3 reviews - Customer Service Outsourcing: $200,000 to $999,999 based on 1 review - Employer of Record (EOR) Services: Confidential based on 1 review - Recruiting: Confidential based on 1 review ## Reviews Clutch investigates each reviewer's identity and work history. Every review goes through a rigorous, human-led verification process to confirm the reviewer's identity, and reviews that we verify are visibly marked as 'Verified' so you can trust that they come from a real client. [Learn More](https://help.clutch.co/en/knowledge/how-clutch-verifies-reviews) ### Boldr. Review Insights Overall Review Rating: 4.8 - Quality: 4.9 - Schedule: 4.6 - Cost: 4.6 - Willing to Refer: 4.9 ### Top Mentions - Flexible (4 mentions) - Great project management (3 mentions) - Helpful (2 mentions) - Honest (2 mentions) - Timely (2 mentions) - Communicative (1 mentions) - Customized support (1 mentions) - Easy to work with (1 mentions) - Exceptional performance (1 mentions) - Great team (1 mentions) - Hard working (1 mentions) - High-quality work (1 mentions) - Innovative (1 mentions) - Meets deadlines (1 mentions) - Openness (1 mentions) - Open to feedback (1 mentions) - Passionate about their work (1 mentions) - Personable (1 mentions) - Proactive (1 mentions) ### Review Highlights **Need for Proactive Feedback** Clients expressed a desire for more proactive feedback from Boldr. While reports are provided, suggestions for workflow or business improvements based on day-to-day operations would be appreciated. **Impressive Client Understanding** Boldr. is noted for their deep understanding of client businesses, allowing them to train effectively and make processes repeatable. This understanding aids in delivering high-quality and relevant support. **Long Hiring Time** Some clients noted that the hiring process can be longer than desired, especially for non-English speaking support agents. While retention is high, a faster recruitment process could enhance service efficiency. **Strong Project Management** Clients commend Boldr. for their strong project management skills. They deliver items on time, maintain smooth operations, and have been responsive to evolving client needs. This demonstrates their reliability and commitment to meeting deadlines. **High Customization and Adaptability** Boldr. is praised for their ability to provide highly customized and adaptable services. They understand clients' specific needs and offer tailored solutions, setting them apart from other service providers. **Flexibility to Evolving Needs** Boldr. is praised for their flexibility in adapting to client needs. They are open to requests and changes, which helps in maintaining a strong and evolving partnership. **Commitment to Employee Well-being** Boldr. is recognized for their commitment to employee well-being, fostering a respectful work culture where employees feel valued. This contributes to their strong work ethic and high-quality service. **Effective Communication** Boldr. maintains effective communication with clients through various tools like Slack, email, and virtual meetings. Their proactive communication and problem-solving approach contribute to successful partnerships. **Genuine Partnership Approach** Clients appreciate Boldr.’s genuine partnership approach, where they are seen as collaborators rather than just service providers. This relationship focus enhances client trust and satisfaction. **Low Attrition and High Retention Rates** Boldr. boasts low attrition rates and high employee retention, minimizing the need for rehiring and retraining. This stability is valued by clients, ensuring continuity and consistency in service. ### Boldr. Reviews #### Customer Service Outsourcing for GPS Pet Tracker Provider (Featured Review) **The Project** - Services: Customer Service Outsourcing - Project size: Confidential - Project length: Jan. 2020 - Jan. 2024 **Project Summary**: Boldr. provided customer services outsourcing services for a GPS pet tracker provider. Boldr. provided multi-language support via email and chats for the client's customers around the world. **Review Rating**: 4.5 - Quality: 4.5 - Schedule: 4.5 - Cost: 4.0 - Willing to Refer: 4.5 **The Reviewer** Customer Happiness Team Lead, Tractive - Industry: Consumer products & services - Client size: 201-500 Employees - Review Type: Online Review - Verified **The Review** — Jan 15, 2024 **Feedback Summary**: Boldr.'s work resulted in decreased first reply time and first resolution time for the client. The team showcased an impressive level of customization and adaptability in their services. Boldr. delivered work on time and was exceptionally responsive to the client's needs via virtual meetings. ""Boldr.'s efficient project management and customer-centric focus significantly contributed to our satisfaction."" **BACKGROUND** Please describe your company and position.I am the Customer Happiness Team Lead of TractiveDescribe what your company does in a single sentence.Tractive GmbH produces and distributes GPS/Activity trackers for pets. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Boldr. to accomplish?Offer 24/7 multi-language support around the Globe.Decrease First Reply Time.Increase CSAT rating for Tractive Support. **SOLUTION** How did you find Boldr.?Online SearchWhy did you select Boldr. over others?Pricing fit our budgetGreat culture fitGood value for costCompany values alignedHow many teammates from Boldr. were assigned to this project?30Describe the scope of work in detail. Please include a summary of key deliverables.24/7 multi-language support across platforms (e-mails and chat) for Tractive Customers around the World. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Decreased FRT (First Reply Time) Decreased FResT (First Resolution Time) Increased CSAT Rating 24/7 SupportDescribe their project management. Did they deliver items on time? How did they respond to your needs?We have been partnering with BoldR for outsourced customer support for the past four years, and our experience with their project management has been highly positive. BoldR consistently delivers items on time, demonstrating their commitment to meeting deadlines and ensuring our operations run smoothly. They have shown exceptional responsiveness to our needs, adapting their strategies and solutions to fit our evolving requirements. Their proactive approach to communication and problem-solving has been a key factor in the success of our partnership. Overall, Boldr.'s efficient project management and customer-centric focus significantly contributed to our satisfaction with their services.What was your primary form of communication with Boldr.?Virtual MeetingWhat did you find most impressive or unique about this company?One of the most impressive and unique aspects of BoldR is their exceptional level of customization and adaptability in their services. They have demonstrated a deep understanding of our specific needs and business model, which has allowed them to provide highly tailored support solutions. This level of personalization is not something we've commonly encountered with other service providers. Additionally, their team's expertise and dedication to staying ahead of industry trends have enabled them to offer innovative solutions that have consistently added value to our operations. Their commitment to continuous improvement and their ability to anticipate and respond to changes in the customer support landscape have been truly remarkable, setting them apart in the industry.Are there any areas for improvement or something Boldr. could have done differently?While our experience with BoldR has been largely positive, an area that particularly stands out for potential improvement is the hiring time for support agents proficient in non-English languages. Expediting the recruitment and training process for these agents would enable us to better serve our diverse customer base and address their needs more efficiently. --- #### BPO, EOR & Customer Service Outsourcing for Online Platform **The Project** - Services: Back Office Outsourcing, Customer Service Outsourcing, Employer of Record (EOR) Services - Project size: Confidential - Project length: Oct. 2021 - Ongoing **Project Summary**: Boldr. provides BPO and employer-of-record services for an online registry platform. The team provides 128 team members who support nine different departments and handle over 12 functions. **Review Rating**: 5.0 - Quality: 4.5 - Schedule: 4.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Head of Customer Support, Babylist - Industry: Other industries - Client size: 201-500 Employees - Review Type: Phone Interview - Verified **The Review** — Feb 11, 2025 **Feedback Summary**: Boldr. has helped the client save $6 million a year. They’ve found multiple ways to grow, and their team is great. They have low attrition rates and good retention rates. Boldr. is high-performing, quick, responsive, flexible, and on top of things. They communicate via Slack, email, and Google Meet. "“They’re the most genuine business partner I’ve found.”" **BACKGROUND** Introduce your business and what you do there.I’m the head of customer support at Babylist. We’re an online platform and e-commerce site. We’re primarily a universal registry where expecting parents can create a list of things they want to have for their child and share that with people they hope can contribute.Then, those people can purchase gifts from that registry. We also have our own store, and people can buy directly from us or any other website. So, we’re a combination of SaaS and e-commerce. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Boldr.?We wanted to scale our support. We wanted to grow it in a fiscally responsible way. **SOLUTION** What was the scope of their involvement?Boldr. is a BPO company. They’ve helped us grow our team. They offer two different types of services. They have a model called the employer of record (EOR) model. That’s what we’ve opted to use. The majority of our team members are under this EOR model. Boldr. takes care of sourcing, recruiting, HR, IT, payroll, and other things. They report directly to our team members.We’ve done the training and performance management of the team. We’ve done that intentionally. At some point, we might switch over to the traditional BPO model whenever it makes sense.What is the team composition?When we started, we hired about 30 people through them. Today, we have 128 people. When we started, they were all doing customer support, and they were performing just one function within that team. Today, we’ve implemented them in nine different departments, and they handle over 12 different functions.How did you come to work with Boldr.?In 2020, we started looking at the best way to grow our team. We were about 20  teammates and were all remote and in different parts of the world. We decided to grow the team in a secure, scalable, affordable, and effective way. I did a lot of research. I’d worked with BPOs previously, so I knew there were a lot of things to look out for when finding the right partner, both from what can they actually deliver for you, as well as how they take care of their people.Both of those things were really important to me. I did research for about six months. Eventually, I found Boldr. through a community called Support Driven. It was made up of customer support, technical support, and customer success professionals. Somebody brought them up, and I looked into them. At first, I didn’t think much about them.However, the more I learned about their core values and what they could deliver, the more I became interested. When we started with Boldr., I signed up with them and another BPO to mitigate risk and create redundancy. I ran them side by side for a year. Ultimately, I decided to go completely with Boldr.What is the status of this engagement?We’ve been using them since the third quarter of 2021, and we continue to use them. Our plan is to keep using them. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement?The growth of our team is the key evidence of the success of our engagement. We’ve found multiple ways to grow. The most impactful metric I can share is that we’re now saving $6 million a year because of this partnership. If we were staffing the team ourselves, it would be notably more expensive each year.We keep growing them to other parts of the business, and that annual savings is the most impactful thing. Their support has enabled us to not worry about all the administrative stuff but be able to keep really great control over what they focused on and how they executed. This was really key to our success. How did Boldr. perform from a project management standpoint?They’re great partners. They do a good job. Every time they want to launch a new project or service, they have a discovery call and walk through the options. When it comes to project execution, they’re very on top of it. They’re high-performing.One of the things we look at, especially in the customer support world, is the attrition rates. Their attrition rates have been really low, which is good. They’re retaining a lot of people, so we don’t have to do rehiring and retraining. They’re very quick, responsive, and flexible.We primarily communicate over Gmail and Slack. Then, we have regular meetings over Google Meet.Are there any employees from the service provider's team that you would like to give a shout-out to in this review?Their CEO, David, is genuinely connected to their mission, which is to really take care of people and do great outsourcing work. He really cared about that and being a good partner. He really sees the relationship as a partnership. Additionally our account manager is very attentive and always available. He advocates for us internally whenever we need things to be a little bit different than their standard clients.What did you find most impressive about them?They’re the most genuine business partner I’ve found. I’ve worked with a number of other BPOs and customer support tools. We’ve had to build relationships with them to get the most out of the engagement. Boldr. is the most genuine group of people. They care about people and want to do the right thing.Are there any areas they could improve?If I had to say there was one area of opportunity, it would be the time to hire. Sometimes, it’s a little long and probably longer than other BPOs. On the flip side, we have good retention. It might take us a week or two longer than we’d hope to get people in seats, but they’re generally good.The time to hire is the only thing worth noting for the sake of the review. Everything else is just normal operational stuff. We’ve worked with them for over two years, so it’s not going to be perfect.Do you have any advice for potential customers?Be very clear with your expectations early and often. Make sure that your internal stakeholders are aware of what Boldr. can accomplish and what services they provide. You can find more ways to utilize their services, which will save you a lot of money.They’re an effective executor of tasks. Know what your goals are, communicate them clearly and early, and make sure that your internal stakeholders are aware of what your goals are and what they’re capable of. --- #### Customer Service Outsourcing for GPS Pet Tracker Provider **The Project** - Services: Customer Service Outsourcing - Project size: Confidential - Project length: Jan. 2020 - Jan. 2024 **Project Summary**: Boldr. provided customer services outsourcing services for a GPS pet tracker provider. Boldr. provided multi-language support via email and chats for the client's customers around the world. **Review Rating**: 4.5 - Quality: 4.5 - Schedule: 4.5 - Cost: 4.0 - Willing to Refer: 4.5 **The Reviewer** Customer Happiness Team Lead, Tractive - Industry: Consumer products & services - Client size: 201-500 Employees - Review Type: Online Review - Verified **The Review** — Jan 15, 2024 **Feedback Summary**: Boldr.'s work resulted in decreased first reply time and first resolution time for the client. The team showcased an impressive level of customization and adaptability in their services. Boldr. delivered work on time and was exceptionally responsive to the client's needs via virtual meetings. ""Boldr.'s efficient project management and customer-centric focus significantly contributed to our satisfaction."" **BACKGROUND** Please describe your company and position.I am the Customer Happiness Team Lead of TractiveDescribe what your company does in a single sentence.Tractive GmbH produces and distributes GPS/Activity trackers for pets. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Boldr. to accomplish?Offer 24/7 multi-language support around the Globe.Decrease First Reply Time.Increase CSAT rating for Tractive Support. **SOLUTION** How did you find Boldr.?Online SearchWhy did you select Boldr. over others?Pricing fit our budgetGreat culture fitGood value for costCompany values alignedHow many teammates from Boldr. were assigned to this project?30Describe the scope of work in detail. Please include a summary of key deliverables.24/7 multi-language support across platforms (e-mails and chat) for Tractive Customers around the World. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Decreased FRT (First Reply Time) Decreased FResT (First Resolution Time) Increased CSAT Rating 24/7 SupportDescribe their project management. Did they deliver items on time? How did they respond to your needs?We have been partnering with BoldR for outsourced customer support for the past four years, and our experience with their project management has been highly positive. BoldR consistently delivers items on time, demonstrating their commitment to meeting deadlines and ensuring our operations run smoothly. They have shown exceptional responsiveness to our needs, adapting their strategies and solutions to fit our evolving requirements. Their proactive approach to communication and problem-solving has been a key factor in the success of our partnership. Overall, Boldr.'s efficient project management and customer-centric focus significantly contributed to our satisfaction with their services.What was your primary form of communication with Boldr.?Virtual MeetingWhat did you find most impressive or unique about this company?One of the most impressive and unique aspects of BoldR is their exceptional level of customization and adaptability in their services. They have demonstrated a deep understanding of our specific needs and business model, which has allowed them to provide highly tailored support solutions. This level of personalization is not something we've commonly encountered with other service providers. Additionally, their team's expertise and dedication to staying ahead of industry trends have enabled them to offer innovative solutions that have consistently added value to our operations. Their commitment to continuous improvement and their ability to anticipate and respond to changes in the customer support landscape have been truly remarkable, setting them apart in the industry.Are there any areas for improvement or something Boldr. could have done differently?While our experience with BoldR has been largely positive, an area that particularly stands out for potential improvement is the hiring time for support agents proficient in non-English languages. Expediting the recruitment and training process for these agents would enable us to better serve our diverse customer base and address their needs more efficiently. --- #### Recruiting Services for Relationship Management Company **The Project** - Services: Recruiting - Project size: Confidential - Project length: Aug. - Nov. 2023 **Project Summary**: Boldr. hired talents with a technical background and customer support experience for a relationship management company. The team managed job postings and pre-qualified potential members. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** Senior Manager of Implementation & Enablement, Cloze - Industry: Other industries - Client size: 11-50 Employees - Review Type: Online Review - Verified **The Review** — Dec 22, 2023 **Feedback Summary**: Thanks to Boldr., the client hired most team members within the agreed-upon schedule. Boldr. ensurd a friendly atmosphere and kept the client updated throughout the engagement. The service provider focused on team building and went the extra mile to understand and meet the client's requirements. ""They thoroughly understood our needs and effectively delivered on them."" **BACKGROUND** Please describe your company and position.I am the Senior Manager of Implementation and Enablement of ClozeDescribe what your company does in a single sentence.Cloze, unlike other CRMs, will work with the apps our users use to manage their contacts and business needs to automatically keep track of emails, phone calls, text messages, meetings, documents, notes, and tasks in one place. **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Boldr. to accomplish?Having a reliable technical teamReclaim our teams evening and weekends **SOLUTION** How did you find Boldr.?conferenceWhy did you select Boldr. over others?High ratingsGreat culture fitCompany values alignedHow many teammates from Boldr. were assigned to this project?6-10 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.We were looking for a new Support team provider, which we wanted to ramp up by the end of 2023 in order to transition from partner A. Boldr worked on understanding our goals and the need to find compatible support members who had both a strong technical background and customer support experience. Boldr worked on not only job postings but also pre-qualifying potential members. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?We wanted to have a team vetted and hired between Aug 2023 and September 2023 - We were able to hire most team members (6) by September 19 and a team captain by October 9. Having the team working independently on tickets in early December, we were able to get most team members approved for independent work by November 15 The plan was to run a pilot along with the previous provider until the end of December, but we decided to switch the partnership on November 13, 2023, to Boldr.Describe their project management. Did they deliver items on time? How did they respond to your needs?I found that our team (Vicky, Nikki, Chan, and Alex) did an amazing job of keeping us updated and providing deliverables. They built a great atmosphere that was friendly and focused on relationship building. No request was too much for them to take on.What was your primary form of communication with Boldr.?Virtual MeetingEmail or Messaging AppWhat did you find most impressive or unique about this company?I love that Boldr is focused on their employees (or team members); they focus on natural working hours and building a great team. They thoroughly understood our needs and effectively delivered on them.Are there any areas for improvement or something Boldr. could have done differently?At the moment, I don't have much to share on this. --- #### Call Center Services for Insurance Company **The Project** - Services: Call Center Services - Project size: Confidential - Project length: Jan. 2020 - Ongoing **Project Summary**: Boldr. provides call center services for an insurance company. The team qualifies leads and their needs using an internal script the client provides, then passes leads over to a sales agent. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 4.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Manager, Insurance Company - Industry: Other industries - Review Type: Phone Interview - Verified **The Review** — Aug 23, 2022 **Feedback Summary**: The client is happy with Boldr.’s work and how they’ve integrated it into their business. Moreover, customer satisfaction has been great. The team runs a smooth project management process and communicates effectively through various tools. Their passion for their team stands out. "“My experience with them has been very smooth, and they’re open to requests from our side.”" **BACKGROUND** Introduce your business and what you do there. I’m a manager at an insurance company. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Boldr.? We needed help with the qualification of leads. **SOLUTION** What was the scope of their involvement? Boldr. provides us with call center services. We've provided them with our internal scripts, and they work remotely. They qualify leads' needs before passing them over to our sales agents to ensure we have the most opportunity to help our clients.  What is the team composition? I've worked with a group of 15–20 teammates from Boldr. 's leadership, with a regular team of 5–10 people. Currently, about 90 teammates are providing call center service, and that number will go up to 450 soon.  How did you come to work with Boldr.? Another person was in my position when Boldr. came to us as an outsourced partner.  What is the status of this engagement? We started working together in 2020, and the engagement is ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement?  We have monthly and yearly goals based on carriers we work with, and we measure Boldr.’s success based on those goals. So far, customer satisfaction has been great. Moreover, the integration of their services into our business has also been good. My experience with them has been very smooth, and they’re open to requests from our side. How did Boldr. perform from a project management standpoint? Their project management is very pleasant, and things have gone smoothly. As for tools, we use Microsoft Power BI and Harmony. We primarily communicate through Microsoft Teams or Google Meet meetings and email.  What did you find most impressive about them? Boldr.’s passion for their company and people is their biggest strength.  Are there any areas they could improve? They should stay more nimble to changes. In our business, changes come quickly depending on the time of year. Although they’ve been great about this, I’d reiterate to stay open to changes.  Do you have any advice for potential customers? Be very open and as transparent as possible. Lay everything out that’s needed and wanted, and go from there. Boldr.’s team is a great group of people who’ll do everything they can to meet your needs. --- #### PEO Support for Baby Registry Platform **The Project** - Project size: Confidential - Project length: Nov. 2021 - Ongoing **Project Summary**: Boldr. is providing professional employer organization (PEO) services for a baby registry platform. They're in charge of onboarding team members and providing customer support, among other tasks. **Review Rating**: 4.5 - Quality: 4.5 - Schedule: 4.5 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Customer Support Manager, Babylist - Industry: Retail - Client size: 51-200 Employees - Review Type: Online Review - Verified **The Review** — Aug 12, 2022 **Feedback Summary**: Boldr. has successfully onboarded more than 25 team members with no turnovers and a high satisfaction rate. Flexible and accommodating of requests, the team has quickly adapted to the client's culture and continues to provide support that meets the client's specific needs. ""They meet the specific needs of our company in a way that no other competitor can."" **BACKGROUND** Please describe your company and your position there. I'm a Customer Support Manager. Babylist is a universal baby registry and an e-commerce platform. **OPPORTUNITY / CHALLENGE** For what projects/services did your company hire Boldr.? We hired them for PEO services for our tier 1 and tier 2 customer support. **SOLUTION** How did you select this agency and what were the deciding factors? We determined our company's needs, and we compared multiple options. Boldr best fits the criteria amongst competitors. Key criteria were: Control of culture Scalability Security Cost-effectiveness Benefits for team members Describe the project in detail and walk through the stages of the project. Stages of the project were: Planning Successful onboarding of team members, improving security measures, standardizing expectations for culture Implementation Working closely with Boldr to onboard 25+ team members and set up a new benefits system Ongoing execution Boldr team members performing high-quality customer support for tier 1 and tier 2 functions Regular evaluation Weekly and monthly syncs with Boldr account manager and CEO **RESULTS & FEEDBACK** Can you share any outcomes from the engagement that demonstrate progress or success? We had 100% successful onboarding (no turnover). Team members are satisfied with their benefits. Team members meet performance expectations. How effective was the workflow between your team and theirs? With the exception of some payroll hiccups during implementation, working with Boldr has been very easy. They are flexible, responsive, and helpful. Boldr is a partner we hope to continue to work with for years to come. What did you find most impressive or unique about this company? They meet the specific needs of our company in a way that no other competitor can. We have a lot of support but have control over our culture. We get to directly manage the Boldr team members. Are there any areas for improvement or something they could have done differently? Working with Boldr has been a very positive experience. One area of improvement we'd suggest would be to provide more clarity around paid/non-paid holidays, labor laws, and scheduling guidelines. --- #### Data Services Outsourcing for Machinery Mnfctrng Company **The Project** - Services: Back Office Outsourcing - Project size: Confidential - Project length: Aug. 2020 - Ongoing **Project Summary**: Boldr. provides data monitoring and intervention for their client's automated, robotics-based sorting process. They intervene and execute tasks with the robots remotely when necessary, enabling 24/7 support. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Outsource Support Manager, Machinery Manufacturing Company - Industry: Manufacturing - Client size: 51-200 Employees - Review Type: Phone Interview - Verified **The Review** — Aug 5, 2022 **Feedback Summary**: Accuracy has increased significantly for a critical and complex task thanks to Boldr.'s data-monitoring work. Working quickly within a tight timeline, Boldr has been communicative and demonstrated a strong work culture. Their respectful business practices empower their employees to contribute.  ""I love constructive feedback, but I can’t think of anything. They’ve been very supportive and flexible with us." " **BACKGROUND** Introduce your business and what you do there. I work for an AI automation company in the logistics space. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Boldr.? We require 24/7 data monitoring in the form of a data monitoring team. **SOLUTION** What was the scope of their involvement? We have sorting robots on-site with our clients, and a small percentage of the sorting requires a slight bit of oversight by our monitoring team. This team has the ability to jump into the robot and see what they’re seeing and execute any actions we need to execute. In this way, they’re both a data team and a monitoring team.  They’re not necessarily technical support, but they do escalate higher-priority issues to our support team. I trained them on my company’s required documentation, including required item profiles that will inform them of the specific tasks we need done in certain ways. We were actually bringing Boldr. on as a secondary vendor to another partner to eliminate potential contingencies if one of our teams went offline. This allows us to run on a 24/7 schedule without having any conflicting staffing hours. They came on during our peak season and did a tremendous job getting people ready for high-volume events. They did an incredible job integrating with our systems, adapting our training, and understanding our company in a holistic way. During the beginning of the pandemic, they took measures to work virtually and keep people safe. Currently, they’re more in a hybrid schedule. We also require them to provide constructive feedback in regards to improving our system and tools. A part of their job is meeting with our team and having discussions about how we can improve our products. They’ve been instrumental. It’s nice that this team is very proficient in their communication, as it allows us to have very technical conversations with them. What is the team composition? We try to hire depending on our volume of work available and the projects we’re working on. Right now, there are about 15 people assigned to us. This will change depending on what work comes over the horizon, too. One of those is the CEO, as well as their success manager and team captain. How did you come to work with Boldr.? I wasn’t the person in charge of choosing the vendor, but I know that Boldr. met our internal criteria. What is the status of this engagement? We’ve been working together since August 2020. The plan is to continue working with them. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement?  The accuracy of our work has improved significantly since Boldr. came onboard. The task I’m referring to is impossible to hit with 100% accuracy, but we’re hitting 80% accuracy right now, which is very high. The task is very nuanced and complex We were hitting around 60%–70% at the start, and we’ve seen marked improvement. There are time constraints on the project as well, and it was urgent that we hit them. Boldr. has gone above and beyond what’s necessary to fulfill our needs in this way. How did Boldr. perform from a project management standpoint? They’ve met our deadlines, and I handle the budget and staffing. We communicate over Slack. What did you find most impressive about them? Some of the biggest strengths that Boldr. has are their culture and work ethic. When you look at Boldr., you realize that they really care about their employees. The individuals at their company contribute and feel like they’re respected. This is much better than it feeling like a competition. All their team members are willing to do just a little extra to reach success. Are there any areas they could improve? I love constructive feedback, but I can’t think of anything. They’ve been very supportive and flexible with us when it comes to our requests and processes. Do you have any advice for potential customers? Get to know their team. It’s very important for me to get to know everyone as an individual. Certain managers stay detached when working with outsourced vendors, and I understand why, but there’s also a lot of benefits to be had when you go the extra mile to work closely with them. --- #### Customer Service for E-Commerce and Consumer Products Co. **The Project** - Project size: $50,000 to $199,999 - Project length: Mar. 2022 - Ongoing **Project Summary**: Boldr. provides a number of customer service representatives to interact with the client's end customers. After screening clients for interviews, Boldr. also familiarizes them with HR information.  **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** VP of Operations, Caraway - Industry: Retail - Client size: 11-50 Employees - Review Type: Phone Interview - Verified **The Review** — Jul 19, 2022 **Feedback Summary**: Providing management of the assigned 10-13 resources, Boldr. is a full-service partner. Their resources answer emails and chat messages rapidly and have integrated well into the client's cultural and technical environments. Customers can expect smooth implementation and a selfless partner.  ""All of their staff have a terrific work ethic, from their senior management team all the way down to the front-line representatives"   " **BACKGROUND** Introduce your business and what you do there. We’re an e-commerce and consumer products company that sells products online, both directly to consumers and wholesale through various retailers and marketplaces. We’re a home goods brand that sells cookware, bakeware, and a few other items. I’m the VP of operations and oversee the customer experience and supply chain areas. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Boldr.? The fourth quarter of last year was a big learning experience for us in that we realized it would be difficult to provide the customer experience we wanted in the face of our expanding coverage and diversification of needs. Initially, we were running our customer service with a combination of in-house and contracted resources. Our goal was to revamp the entire structure of the organization and bring in an agency that could staff our agents and representatives (the core folks and front lines of our customer service). **SOLUTION** What was the scope of their involvement? It’s been a while since I brought in an agency at such a scale. In the beginning, we started with around 10 individuals that were a mixture of associates, shift leads, and a team captain. Their implementation was outstanding from the beginning, from structuring the contract to integrating our personnel into their ecosystem. From a training perspective, they helped design and structure a solid schedule. The format of the hiring process and their scheduling around these phases was fantastic. What is the team composition? Including the team captain and shift leads, we have around 12 individuals working with us on the front lines. The number fluctuates occasionally as well. We also work with a client services manager, a data analytics team, a training and implementation team, a PEO team, and other various others. How did you come to work with Boldr.? They came in through a reference from an existing client on theirs. How much have you invested with them? We’ve spent around $85,000–$125,000. What is the status of this engagement? We’ve been working together since March 2022. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement?  The key metrics we monitor are response times and satisfaction ratings. Their response times to email and chats are outstanding, with responses coming in at less than one hour and less than 45 seconds respectively. Our satisfaction ratings from customers about their interactions with our customer support are great right now as well. Boldr, is really performing at an incredible level, with their quality matching their speed. How did Boldr. perform from a project management standpoint? We have weekly calls, reports, and deliverables. We don’t use any platforms or tools. Rather, Boldr. has very sophisticated Excel documents and project trackers that work well for us. We have a very interactive process, and the implementation was very easy for us to follow. The metrics that we monitor are easily accessible, so there really isn’t a need for more advanced tracking tools. What did you find most impressive about them? They really understand us as a client and resonate with our objectives, including the soft skills that we want to instill in all our team members. From a personnel standpoint, they’ve been highly responsive to the way we treat individuals at our company and by extension their team. Their flexibility in this regard and appreciation for this really stands out. They’ve also been strong coaches and guides in helping our existing team members unlock more potential. Their personalities are pleasant, helpful, and friendly. All of their staff have a terrific work ethic, from their senior management team all the way down to the front-line representatives. I also love how they invest and enable individuals in different communities and regions, whether that be in Mexico, South Africa, or the Philippines, and create wonderful impact projects. They’re involved in many of projects that uplift the communities they operate in, and set a terrific example of how to do this. Are there any areas they could improve? Nothing comes to mind. Part of the reason I wanted to leave this review is that I’m so thrilled with their performance. --- #### Email, Call and Chat BPO Support for Home Goods Company **The Project** - Services: Back Office Outsourcing, Call Center Services - Project size: Confidential - Project length: June 2020 - Ongoing **Project Summary**: Boldr. provides a home goods firm with BPO services; the client runs training. The partnership has evolved into multiple offshore teams that handle customer interactions via phone calls, live chats, and emails. **Review Rating**: 4.5 - Quality: 5.0 - Schedule: 4.5 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** Senior Customer Experience Manager, Home Goods Company - Industry: Other industries - Client size: 51-200 Employees - Review Type: Phone Interview - Verified **The Review** — May 27, 2022 **Feedback Summary**: Boldr. handles most of the client’s customer interactions — the client provides regular feedback via a QA process. The partnership is powered by mutual business evolution. Boldr.’s team meets regularly with the client to discuss cross-functional topics and establish workflows and strategies. "“Training has been a pivotal part of our relationship, and we’ve been heavily involved in it.”" **BACKGROUND** Introduce your business and what you do there. I’m a senior customer experience manager at a direct-to-consumer home goods company that focuses on diversifying our offerings. I manage our remote team operations. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Boldr.? When COVID-19 hit, a lot of customers were purchasing home goods from our store, and we needed help from a BPO team. **SOLUTION** What was the scope of their involvement? At the beginning of the partnership, Boldr. was just a live-channel operator. We soon realized that it wasn’t enough time to train an offshore team on a product they weren’t knowledgeable about already. So, we took more time to train Boldr.’s team — training has been a pivotal part of our relationship, and we’ve been heavily involved in it. We’ve always been sure to stay apprised of their training progress via our training tools.  Boldr. now handles all customer interactions, from live chats to emails. We’ve actually built out our partnership to cover multiple offshore teams, including one that handles phone calls.  What is the team composition? We work with junior and senior customer advocates. I primarily interact with Boldr.’s customer service manager (CSM) and their senior team captain.  How did you come to work with Boldr.? Boldr. stood out from their competitors. What is the status of this engagement? Our ongoing engagement with Boldr. began in June 2020.  **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement?  Boldr. now handles most of our customer interactions; some interactions are platform- and process-based, so only my team can take them. We provide regular feedback via a QA process.  How did Boldr. perform from a project management standpoint? We meet with our CSM multiple times a week as well as the full management team. We also have recurring QA and training meetings and the CEO always makes time to chat. What did you find most impressive about them? Boldr. has evolved with our business, and we’ve never felt that we’re pulling them up to our speed. Evolution is the spirit of our partnership.  Are there any areas they could improve? Boldr. is a newer company, which means we can challenge each other to do better. We’re working with them to develop processes. Do you have any advice for potential customers? Managing a partnership with Boldr. requires each partner to be very honest with the other. Customers need to be clear about what they want so Boldr. can execute it.  --- #### Venue Processing & Outbound Sales Support for Event Platform **The Project** - Services: Back Office Outsourcing, Call Center Services - Project size: Confidential - Project length: Dec. 2018 - Ongoing **Project Summary**: Boldr processes new venues for an online event venue marketplace, screening submitted venues and activating them once they meet requirements. They also help the client's outbound team and execute internal jobs. **Review Rating**: 5.0 - Quality: 5.0 - Schedule: 5.0 - Cost: 4.5 - Willing to Refer: 5.0 **The Reviewer** Director of Operations & Strategy, Event Venue Marketplace - Industry: Other industries - Client size: 51-200 Employees - Review Type: Phone Interview - Verified **The Review** — May 16, 2022 **Feedback Summary**: The client tracks Boldr's median venue activation and first response times — with Boldr's assistance, the client activates thousands of venues a month. Boldr runs QA to ensure their team only activates good-quality venues. The partners primarily communicate through Slack and have weekly meetings.  ""I really appreciate that Boldr has been able to understand our business."" **BACKGROUND** Introduce your business and what you do there. I'm the director of operations and strategy at an online marketplace where users can book unique event locations. I'm in charge of our supply operations in North America — booking venues to be listed on our marketplace.  **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Boldr? We brought on Boldr to provide base-level support for onboarding new venues on our platform.  **SOLUTION** What was the scope of their involvement? Boldr curates and processes all of our new venue data on the backend of our platform — I refer to it as Tier One support. We have a ticketing queue in Salesforce that holds all the tickets of potential hosts who have submitted their venues to our platform for approval. Their team has access to our internal administrative system with specific, restricted access. My team has developed an onboarding flow for Boldr to utilize when determining whether or not new venues meet our requirements. If the space meets our requirements, Boldr's team activates the space, and it gets published on our platform. If issues or modifications are needed, Boldr follows a checklist my team has developed to relay edits venue hosts need to make. Then, they sent it to a follow-up queue that sends the edits back to the venue hosts to complete.  As we've begun to understand Boldr strengths, we've provided more assignments within our operations. Boldr also helps us create venues on behalf of our outbound team. They'll create the space on a host's behalf as part of our outbound pitch. The big lift there has been getting Boldr to better understand our platform.  We've also leveled up some teammates from Boldr — we've brought them in to fill open job descriptions. We've brought on a teammate from Boldr who reports to our in-bound sales team. Most of the teammates from Boldr are working on Tier One support, but we now also have a teammate doing full-time equivalent in-house work.  What is the team composition? We work with around 15 teammates from Boldr, including an account manager and a data insights manager. There are also two team captains in charge of the flows we have Boldr working on. What is the status of this engagement? Our engagement with Boldr began around December 2018, and it's ongoing.  **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement?  Two of the KPIs we track are the median time of venue activation and the time to first response. Overall, we're activating thousands of venues a month.  We also do quality scoring and quality checks on Boldr's work. Not only do we measure the number of venues activated within a specific time frame, but we also check to ensure they're activating good quality venues that meet our requirements. Boldr's team captains handle all of our QA — they randomly select venues and check the quality of a large number of them to get a representative data set.  How did Boldr perform from a project management standpoint? We primarily communicate with Boldr through Slack — we have multiple internal and external Slack channels. I have weekly sync-up meetings with Boldr's team captains and the account manager. In those meetings, they relate tracked performance KPIs progress. They also utilize Salesforce as a CRM; we've shifted a lot of our workflows to Salesforce.  What did you find most impressive about them? I really appreciate that Boldr has been able to understand our business — we have a unique product and marketplace setup. They've taken what we've provided and figured out how to best train others to make our processes repeatable.  Are there any areas they could improve? I provided Boldr with this same feedback last week. Overall, we're delighted with Boldr's work. They've been great partners, but we'd appreciate it if they provided more proactive feedback. We get reports on what's been happening, but now that Boldr understands our business well, I want their recommendations. Whether workflow- or business-related, I'd love their feedback because they're working with our processes day in and day out. They've started providing more qualitative feedback that we can relay to our product team to make improvements. However, we're still just looking for more proactive feedback that we can provide to other relevant teams.  Do you have any advice for potential customers? I'd advise customers to have a good sense of their priorities and how Boldr can be helpful to their team. Customers need to know the KPIs they want to move with a BPO and what kind of internal tools and processes they need to support the partnership.  --- #### Customer Service Outsourcing for Photography Accessory Equipment Retailer **The Project** - Services: Customer Service Outsourcing - Project size: $200,000 to $999,999 - Project length: Jan. 2020 - Ongoing **Project Summary**: Boldr. provides customer service representatives (CSRs) to respond to customer inquiries via various channels. This includes troubleshooting problems, providing product/service information, and addressing complaints. **Review Rating**: 4.5 - Quality: 5.0 - Schedule: 4.0 - Cost: 3.0 - Willing to Refer: 4.0 **The Reviewer** Support Manager, Photography Accessory Equipment Retailer - Industry: eCommerce - Client size: 11-50 Employees - Review Type: Online Review **The Review** — Dec 20, 2023 **Feedback Summary**: The engagement has led to a significant increase in revenue conversion rate, exceeding the client's business goals. Boldr. has been professional and responsive throughout the workflow. Their customer-centric approach and Innovative solutions have stood out in the partnership. ""They have a customer-centric approach, innovative solutions and company culture."" **BACKGROUND** Please describe your company and position. I am the Support Manager of an ecommerce company Describe what your company does in a single sentence.Sells photography accessory equipment **OPPORTUNITY / CHALLENGE** What specific goals or objectives did you hire Boldr. to accomplish?CSAT of 90%+Increase RevenueHelp with Projects **SOLUTION** How did you find Boldr.?OtherWhy did you select Boldr. over others?Company values alignedHow many teammates from Boldr. were assigned to this project?2-5 EmployeesDescribe the scope of work in detail. Please include a summary of key deliverables.Handling Inquiries and Resolving Issues: This is the core responsibility. Customer service representatives (CSRs) respond to customer inquiries via various channels (phone, email, live chat, social media) and resolve issues effectively. This includes troubleshooting problems, providing product/service information, and addressing complaints. Customer Support: Assist customers in using products/services, guiding them through processes, and offering technical support if needed. They may also provide instructions or tutorials. **RESULTS & FEEDBACK** What were the measurable outcomes from the project that demonstrate progress or success?Increase in all KPIs set out at the beginning, CSAT, FRT, Revenue Conversion rateDescribe their project management. Did they deliver items on time? How did they respond to your needs?Extremely well and professionalWhat was your primary form of communication with Boldr.?Email or Messaging AppWhat did you find most impressive or unique about this company?They have a customer-centric approach, innovative solutions and company culture.Are there any areas for improvement or something Boldr. could have done differently?No --- ## Portfolio & Awards ### Boldr x Caraway Caraway Home is dedicated to enhancing the quality of your cooking and baking endeavors. They specialize in crafting non-stick kitchen products that prioritize safety and quality. Their vibrant ceramic cookware selection embodies this commitment.   Description of work Boldr does for client:   As a BPO collective, we provide email and chat support services to manage customer inquiries and issues. We also offer leadership by managing and training support teams to maintain high-quality service, enabling Caraway to focus on your core business activities and mission objectives to dominate the cookware market. Boldr and Caraway’s shared values allow for the synergy of people and processes to ensure exceptional client and customer satisfaction.   ### Boldr x BabyBjörn For their custom-oriented products, Boldr created a customer-focused team. We handle customer queries and general questions about BabyBjorn products, which include topics such as safety, product issues, order tracking, processing claims, and handling returns or exchanges. Our shared values ensure we provide an excellent client experience   ### Boldr x Brooklinen Boldr supports Brooklinen by managing their customer service across various channels, including email, chat, and phone support. We also handle tasks such as returns, fraud-risked orders, and escalations. In addition to these core services, we offer valuable consultancy on staffing and contingency planning to ensure our clients are well-prepared for any situation, whether it's during non-peak periods or the bustling ramp-up season. As an added benefit, we oversee the recruitment and hiring procedures for their externally sourced customer support team, ensuring a skilled and efficient workforce. ### Boldr x Babylist Boldr is Babylist’s Global HR Partner for its offshore team of about 50 team members across the Philippines, South Africa, and Mexico. We handle all the back-end processes and local compliance measures surrounding Payroll, HR Administration, 24/7 IT Support, and Local Office Operations and logistics, to allow Babylist to focus on their KPIs and streamline the team member experience across all locations. Global Recruitment is a big part of the success of the partnership, wherein we’ve sourced around 25 to 30 people over the past year and are currently expanding their global team by an additional 37 people by the end of November 2023. ### Boldr x Floyd Description Floyd Home is all about top-notch, eco-friendly furniture that's easy to customize and assemble. They'll deliver it right to your doorstep. They've got furniture for every room in your home, along with accessories to match. Everything's proudly made in the USA and designed to make your space look and feel great.   Description of work Boldr does for client   We offer email, chat, and now voice support to the Floyd Team. Our team ensures efficient customer service, addressing inquiries and issues promptly. Our collective efforts enhance the overall customer experience, contributing to Floyd Home's reputation for quality and sustainability. Our core focus is to ensure that our Floyd Team Members are able to be effective, efficient, and supportive of client needs and expectations. ### Boldr x Tractive Boldr provides multilingual customer support in languages such as English, Italian, Spanish, French, and German, helping Tractive’s customers troubleshoot issues with their trackers and answer questions related to subscription plans and other pre-sale inquiries. Our team embraced Tractive's unique culture and human-centric approach to customer experience, ensuring a consistent delivery of exceptional service. ### Clutch Awards - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_bpo_company_2026.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_employer_of_record_eor_services_company_2026.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_customer_support_outsourcing_company_2026.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_data_entry_company_2026.svg) - [Clutch Award Badge](https://shareables-prod-static.clutch.co/badges/top_clutch.co_third_party_verification_company_2026.svg) ### Industry Recognitions - Forbes - Changing The Way Outsourcing Is Done - Cunchbase - Build Global Teams Through Ethical Outsourcing - Boldr’s UN Global Compact Communication 2022 - Forbes 30 under 30 - INC. 5000 - B Corp Certification ## Packages ## Locations (5) ### Santa Monica, CA (Headquarters) - 3101 Ocean Park Blvd - Santa Monica, CA 90405 - United States - 6 - 9 employees ### Pasig, Philippines - 5F Hanston Building, Ortigas Center - Pasig 1600 - Philippines - 501 - 750 employees ### Mérida, Mexico - 3F Conexion 60, Calle 60 #346 - Mérida 97000 - Mexico - 151 - 200 employees ### Tacloban City, Philippines - YVI Business Center, Marasbaras Road - Tacloban City - Philippines - 251 - 300 employees ### Cape Town, South Africa - 34 Bree Street - Cape Town 8001 - South Africa - 50 - 75 employees ## Connections - Shahrukh Hussain (Websync Ventures) ## Contact Boldr. [Send a message](https://clutch.co/profile/boldr) ### Connect on Social - [LinkedIn](https://www.linkedin.com/company/boldrimpact/) - [Facebook](https://www.facebook.com/boldrinc) - [X](https://twitter.com/boldr_impact) - [Instagram](https://www.instagram.com/boldr_impact/)