RCC BPO

BACKGROUND

Introduce your business and what you do there.

I'm the CEO of CMO Needs, a company that offers marketing and design services to help businesses enhance their brand presence and achieve their marketing goals.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with RCC BPO?

We referred RCC BPO to our BFSI (banking, financial services, and insurance) clients who needed a strong support team with bilingual capabilities and AI-based QA to reduce costs.

SOLUTION

What was the scope of their involvement?

RCC BPO provides call center and customer support services for our banking customers, including managing customer inquiries and onboarding processes.

What is the team composition?

We work with 127 teammates from RCC BPO.

How did you come to work with RCC BPO?

We found RCC BPO through an online search and the Clutch website. We chose them over other options because they had high ratings, their pricing fit our budget, they had a great culture fit, they offered good value for the cost, and they had a strong network in LATAM.

How much have you invested with them?

We've spent around $1.5 million.

What is the status of this engagement?

We started working with them in January 2025, and our engagement is ongoing.

RESULTS & FEEDBACK

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

RCC BPO has been able to improve our clients' NPS by 20% and reduce the onboarding cycle time by 15%. Additionally, the productivity of their agents has improved by 25%.

How did RCC BPO perform from a project management standpoint?

RCC BPO delivers on time and has a very structured project management approach. We communicate with them through in-person meetings, virtual meetings, and email or messaging apps.

What did you find most impressive about them?

I'm impressed by RCC BPO's transparency and focus on process knowledge.

Are there any areas they could improve?

I don't think there's anything they can improve on. They're very committed.