Fusion CX

BACKGROUND

Please describe your company and your position there.

We are into financial services since 2010. We provide all kinds of legal help to different industries. We provide our services globally

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Fusion BPO Services?

Fusion BPO Sevices worked with us as an answering services outsourcing partner for a year.

What were your goals for this project?

The reason that we have hired Fusion BPO Services was to improve our customer care experience.

SOLUTION

How did you select Fusion BPO Services?

Fusion BPO Services proved why they are the best in business. Their experienced call center agent given their best to improve our customer care experience and also helped to get us back many new acquisitions as well as return clients.

Describe the project in detail.

We have hired 10 seats of Fusion BPO Services for our customer care. They assigned the best call center agents of the Financial Industry.

What was the team composition?

Initially, we have assigned our senior executive to work with Fusion BPO Services to help them to understand our business

RESULTS & FEEDBACK

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

In a year, we have got around 235 new acquisitions and around 95 returned clients.

How effective was the workflow between your team and theirs?

The workflow was very smooth. They understood all the details about our business in a very quick span of time.

What did you find most impressive about this company?

Fusion BPO Services knows for providing effective result and they proved in and out with our business

Are there any areas for improvement?

As of now, they are in 18 different locations around the world but seeing their brand, they should be present in many more.

BACKGROUND

Please describe your company and your position there.

My name is Kathie Murphy and I am customer success manager in Imagecorp

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Fusion BPO Services, and what were your goals??

For inbound calls

SOLUTION

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

Through Google search

Describe the project in detail and walk through their service package, including any calling tools used.

They use MWP toold for agent access and it is awesome

Who did you work with and what was the feedback process like?

Mr Ajay Deb

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

cant disclose

Describe their project management style, including communication tools and timeliness.

Work with the calenders taht we schedule

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

There are almost everywhere, with such portfolios and clientele.

Are there any areas for improvement or something they could have done differently?

Their minimum calls to start a project 4000

BACKGROUND

Please describe your company and your position there.

I, Shubhra Denath working as sales manager in BBSPL. BBSPL thrive to be one of largest building materiala suppliers

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Fusion BPO Services?

Bengal Building Solution Chosen Fusion BPO to speak with dealers and suppliers for dealership and bulk order

SOLUTION

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

Through word of mouth

Describe the project in detail and walk through their service package.

Started lead generation services in mid of 2021 and on monthly basis they giving us around 100 prospect

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

8

RESULTS & FEEDBACK

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

we getting preety good numbers through them

How effective was the workflow between your team and theirs?

Their process is going quite smoothly. 

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

On shoring

Are there any areas for improvement or something they could have done differently?

If they cant cut down cost a bit

BACKGROUND

Please describe your company and your position there.

I am co founder of this online news sharing portal Jangopedia.com

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Fusion BPO Services, and what were your goals??

For Inside Sales Project

SOLUTION

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

Through Reference

Describe the project in detail and walk through their service package, including any calling tools used.

Inside Sales Team from Fusion BPO helping us to get advertisers for our media platform

Who did you work with and what was the feedback process like?

Mr Amit who is mnager of our process in Fusion takes care of our project

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

In last 3 months, we got around 40 advertisers through Fusion's Inside Sales Team

Describe their project management style, including communication tools and timeliness.

They have one manager, one team lead and 4 inside sales agents

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

Their management is really good.

Are there any areas for improvement or something they could have done differently?

They takes project whose requirements are more than 5000 calls in one month

BACKGROUND

Please describe your company and your position there.

Order Taking For For Our Delivery App

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Fusion BPO Services?

We hired them for order taking and compaint handling services

SOLUTION

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

Trough Listing site

Describe the project in detail and walk through their service package.

We having requirement of more than 6000 calls in a month adding both order taking & complaint handling

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

8 agents working for us

RESULTS & FEEDBACK

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

Better CX made us to achieve double our sales

How effective was the workflow between your team and theirs?

It is month

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

They manage to work even within holidays

Are there any areas for improvement or something they could have done differently?

I hope they can offer multilingual from same office

BACKGROUND

Please describe your company and your position there.

I am head Direct channel at OYO, one of the largest hospitality company in India.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Fusion BPO Services?

We hired for sales call center

SOLUTION

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

We did a proper technical and commercial analysis

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

Project is majorly a call center operations handled by multiple centers of Fusion across India

Describe the recruitment process in detail.

Recruitment process was structured around technical and commercial aspects

RESULTS & FEEDBACK

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

One of the most dedicated partner we have worked with across multiple vendors. Fusion has always exceeded our expectations

How effective was the workflow between your team and theirs?

Mostly it is streamlined

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

Problem solving attitude of the team

Are there any areas for improvement or something they could have done differently?

Bring in more tech based solutions in terms of reporting

BACKGROUND

Please describe your company and your position there.

We connect B2B clients for the fulfilment of projects and business goals.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Fusion BPO Services, and what were your goals??

We contracted Fusion BPO Services to handle our telemarketing services. We had a high seats' requirement and handling the team in-house was not easy.

SOLUTION

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

We made an organic search on Google. We decided to hire them since they had a multi-national presence with multilingual capabilities, which helped us expand our global market.

Describe the project in detail and walk through their service package, including any calling tools used.

We connect with businesses to promote the promote the services offered by our clients. We needed a call center service provider that could offer general 9-5 shifts for different time zone of the countries of our presence.

Who did you work with and what was the feedback process like?

Our project was handled by Mr. Khurshid.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

Fusion helped us boost our connection rate by 56%. We fulfilled 84 projects in the last 6 months and that increased our annual turnover by 45%.

Describe their project management style, including communication tools and timeliness.

Fusion offers us 10 agents, with one team lead and one project manager.

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

• Transparency
• Conversion rate
• Tools for performance metrics and analytics

Are there any areas for improvement or something they could have done differently?

Our projects relationship is under a year old and we haven't experienced any dips in the quality or communication with Fusion BPO Services.

BACKGROUND

Please describe your company and your position there.

Working as a management head

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Fusion BPO Services, and what were your goals??

Outsourcing inbound answering services with 10-15 agents

SOLUTION

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

Google Search

Describe the project in detail and walk through their service package, including any calling tools used.

We have outsourced our inbound answering services to Fusion BPO for better patient experience.

Who did you work with and what was the feedback process like?

We have work with Miss Bose as she is our team lead for our project

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

It helped us to get improve better patient experience.

Describe their project management style, including communication tools and timeliness.

Their MWP tools is brilliant as it manage everything about their agent and also they use Mind QA or better quality

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

They have a team of highly professional individuals!

Are there any areas for improvement or something they could have done differently?

could be better if they do employee engagement more frequently.

BACKGROUND

Please describe your company and your position there.

At Omind Technologies, we consider digital technologies to be the key to sustainable growth. I work as a Project Manager.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Fusion BPO Services?

Customer Service Outsourcing

SOLUTION

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

1. Global Presence
2. Multi-lingual capabilities
3. Near-shore
4. Cost-Effective
5. Work Experience for more than 17 years

Describe the project in detail and walk through their service package.

We outsource our customer services to Fusion BPO so that they can improve our Customer Service Relationship with us. So far it worked for us and is successfully getting new acquisitions. And also retaining old clients.

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

We have outsourced 20 seats to them.

RESULTS & FEEDBACK

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

1. We have received more than 18 new clients with the help of a better Cx Experience.
2. Successfully retained more than 3 old clients

How effective was the workflow between your team and theirs?

About 20 highly experienced customer service agents communicated with us quite smoothly.

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

1. They provide their services in 40+ languages
2. They have their offices in 10 Countries including US, UK, Philipines, and other top countries.

Are there any areas for improvement or something they could have done differently?

If they can physical office in China because we are also extending our operations in Beijing.

BACKGROUND

Please describe your company and your position there.

I am a Marketing Manager at a mid-sized e-Commerce company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Fusion BPO Services?

We hired Fusion BPO Services to get more leads through the digital platform and maintain the relationship with our existing customers.

SOLUTION

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

We decided to hire Fusion BPO Services because of their portfolio, customer review, case study, and reputation etc.

Describe the project in detail and walk through their service package.

We hired their call centre outsourcing service. The package was cost-effective and we are very happy about their work delivered.

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

More than 25 people work for us and everyone is very experienced and professional.

RESULTS & FEEDBACK

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

We got a very good result.

How effective was the workflow between your team and theirs?

The communication with their internal team was good.

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

They delivered what they promised.

Are there any areas for improvement or something they could have done differently?

They handle the project very nicely.