Upstream BPO

BACKGROUND

Please describe your company and position.

I am the Co-Founder & CFO of BPO Centers

Describe what your company does in a single sentence.

Our mission is to provide exceptional agents and deliver premier outsourcing solutions.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Upstream BPO to accomplish?

• We have a staff of committed IT professionals on hand to take customer calls as a support provider. There will inevitably be times when there are more calls than there is capacity. We manage the calls using Upstream BPO so that our clients don't have to wait on hold.

SOLUTION

How did you find Upstream BPO?

Referral

Why did you select Upstream BPO over others?

• High ratings
• Referred to me

How many teammates from Upstream BPO were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

In order to guarantee that our clients may log calls throughout that period, we need coverage from 8 a.m. to 8 p.m. We also want weekend coverage that can escalate calls to our engineers in an emergency. All calls must be recorded via our CRM system, and for after-hours coverage, users must have the ability to contact and SMS cell phones.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

For our firm to function, we must have a dependable overflow call answering service. It also helps our team save a great deal of time by weeding out unnecessary calls. We can now reply to the most critical calls first thanks to the addition of tickets to our CRM system, which significantly raises our response rates and SLA timings.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Upstream BPO is constantly seeking for methods to enhance its offerings. We communicate and hold update meetings on a regular basis. Since customers may add entries to our CRM system, the process is so smooth that many clients don't even realize they aren't speaking with one of our employees directly.

What was your primary form of communication with Upstream BPO?

• Virtual Meeting
• Email or Messaging App

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

Their receptionists are exceptionally well-trained. When compared to other firms we have dealt with, their thorough call handling and service training truly shines in all of their employees. They truly came into their own with the latest viral epidemic, as seen by the over tenfold increase in call volumes over the course of two weeks. Our clients were quite delighted when we maintained our SLAs and didn't miss any calls during that period.

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

Like anything else, there's always room for improvement. We occasionally receive calls now that might have been handled differently. When we alert their management to this, adjustments are made quickly—often right away—to make the procedure better for next callers.

BACKGROUND

Please describe your company and position.

I am the President of Saglo Companies

Describe what your company does in a single sentence.

Saglo Companies (Miami, FL) owns and operates shopping centers throughout Florida and Georgia.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Upstream BPO to accomplish?
Plan over ten new demos per month. Investigate fresh industries and decide on outbound message

SOLUTION

How did you find Upstream BPO?

Online Search

Why did you select Upstream BPO over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Upstream BPO were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We collaborated with Upstream BPO to find fresh prospects in our established verticals and investigate untapped markets that lacked our own resources. We were seeking for deliverables like message produced to launch our new vertical outreach and demos scheduled across verticals.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The main measurable result was the number of calls made with fresh leads.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The remaining members of the Upstream BPO team have gone above and above to maintain project momentum and increase impact. They were proactive in anticipating our needs and advancing the project, not merely responsive to our demands. Every meeting had an agenda, due dates, and a Slack channel for continual communication.

What was your primary form of communication with Upstream BPO?

• Virtual Meeting
• Email or Messaging App

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

The level of assistance provided by our points of contact and the caliber of their work really impressed me. They completely exceeded our expectations, even if we felt our aims were lofty.

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

Not right now.

BACKGROUND

Introduce your business and what you do there.

I'm the head of operations of an integrative wellness center called Spectrum of Life. We are a one-roof wellness center that caters to all kinds of diseases. We specialize more in skin, heart, and cancer conditions. We also treat patients using complementary medicine and our services include homeopaths, acupuncture, and traditional Chinese medicine.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Upstream BPO?

Due to the pandemic, our attrition rates were very high last year, particularly in December, leaving our HR department very overwhelmed. Plus, we needed to implement a training component into our customer service. Hence, we hired UpstreamBPO to handle our appointment setting and customer service on a 24/7 basis.

SOLUTION

What was the scope of their involvement?

Upstream BPO handles our customer service and appointment setting. They deal with all the inquiries that come in through WhatsApp, phone calls, and email. The customer service agents and appointment setters have to ask a series of six questions when they receive calls. They then will book an appointment for the patients based on the calendar. They use the YesHello platform for the appointment setting.

What is the team composition?

We started with 15 people and we now have about 22 — seven handle the appointment setting while the rest provide customer service support. Our main points of contact are their team leaders, one each for the morning and night shifts.

How did you come to work with Upstream BPO?

We searched on Google and contacted about three or four BPO firms before going with Upstream BPO.

How much have you invested with them?

We’ve spent more than $50,000 so far.

What is the status of this engagement?

We started working together in December 2021, and our collaboration is still ongoing.

RESULTS & FEEDBACK

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

The results of our collaboration have been meeting our expectations — our handling time is within 15 minutes, the response time for WhatsApp inquiries is three minutes, emails are answered within the day, and social media inquiries are addressed in 15–20 minutes. Our QA score is up as well, from 70%–85%.

Overall, our productivity has significantly improved because we no longer have to worry about inquiries. We are now more focused on offering our services. We also get to save money since we don't have to invest in any hardware, training programs, and other HR-related expenses.  

How did Upstream BPO perform from a project management standpoint?

They always meet our daily deadlines as shown by the live tracker. They also send us daily productivity reports for every agent, and we hold meetings with them on a weekly basis to evaluate their overall performance. We’re able to communicate with them at any time as well.

What did you find most impressive about them?

Their dedication and flexibility are very impressive. Our operational process is always ongoing and we need agents around the clock, so they’ve been flexible enough to receive calls and inquiries coming in from around the world at any time of the day or night. 

Are there any areas they could improve?

Initially, our QA score was just 70%, but they’ve managed to improve it.

Any advice for potential customers?

Listen to their suggestions because they have been in the market for a long time.

BACKGROUND

Introduce your business and what you do there.

I’m the relations manager for a telecommunications company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Upstream BPO?

We needed to target the right audience. I hired Upstream BPO to help with appointment setting.

SOLUTION

What was the scope of their involvement?

Their team works to set up meetings with potential leads and people who are interested in the company. They schedule emails around my routine, send me an email, and I follow those leads. 

What is the team composition?

There are three people but I’m mostly in touch with Ahmed (CEO).

How did you come to work with Upstream BPO?

We started off by giving them a testing period and I was happy with the results, so we hired them. 

How much have you invested with them?

We’ve spent in the range of $250,000–$500,000.

What is the status of this engagement?

We started working together in August 2015 and the engagement is ongoing.

RESULTS & FEEDBACK

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

Their service is extremely convenient for me. They do 50% of the process needed for targeting an audience and then I can go meet the leads, so it saves me a lot of time.

How did Upstream BPO perform from a project management standpoint?

They’re responsive. We communicate via phone, email, and in-person and the communication is quick.

What did you find most impressive about them?

I like their flexibility based on my requirements. They always accept my requests even at the last moment and they make changes immediately. I’ve used other services, but they are the most convenient for me because of their flexibility. They also have good data and do strong research.

Are there any areas they could improve?

I have nothing negative to say about them.

Do you have any advice for potential customers?

I highly recommend hiring them.

BACKGROUND

Please describe your company and position.

I am the Founder/CEO of Fusion Telecom Services, LLC

Describe what your company does in a single sentence.

At Fusion Telecom Services we work to provide the greatest service to all of our clients.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Upstream BPO to accomplish?

• Our goal was to develop an engaging and educational interactive experience for our customers on our mining technologies. We also want a sales tool that would work well with our existing sales platforms.

SOLUTION

How did you find Upstream BPO?

Online Search

Why did you select Upstream BPO over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Upstream BPO were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The task assigned to Upstream BPO was to create a virtual experience that would let consumers delve into the day-to-day aspects and difficulties of extracting resources from the Earth. Their objective was to demonstrate how our solutions improve mining operations through higher productivity, efficiency, and cutting-edge safety measures, therefore increasing safety, sustainability, and profitability.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Both the number of tradeshow attendees and web traffic increased significantly. Also, there was a noticeable increase in the quantity of leads that were created online.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The crew at Upstream BPO showed great adaptability and quickness. They were quick to adjust to new requirements and adjustments, always meeting deadlines and delivering work on schedule.

What was your primary form of communication with Upstream BPO?

• Virtual Meeting
• Email or Messaging App

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

Their originality was most notable. The team at Upstream BPO was able to swiftly and efficiently capture the intricate features of our technology. They never stop coming up with original and unique ideas that help us present our products in fresh and interesting ways.

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

We haven't yet come across any areas where our partnership with Upstream BPO needs to be improved. They have continuously given outstanding performances.

BACKGROUND

Please describe your company and position.

I am the CEO of IPCOM

Describe what your company does in a single sentence.

Our Company provides Integrated Virtual VoIP Communication Services to reduce costs, increase productivity and business intelligence by unifying CRM solutions with all communication platforms.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Upstream BPO to accomplish?

• Our main objectives were to increase our clients' brand awareness and presence, plan and execute successful paid media commercials, and guarantee a favorable return on investment (ROI).

SOLUTION

How did you find Upstream BPO?

Online Search

Why did you select Upstream BPO over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Upstream BPO were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Our Google and Meta ad accounts were completely taken over by Upstream BPO. Their all-inclusive service package included everything, from strategic planning and creative development to implementation and continuous testing. They managed every facet of our sponsored media campaigns, making sure every component was tuned for optimal results.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Upstream BPO have produced nothing short of extraordinary outcomes. Within just two months, one of our clients had an incredible 500% rise in revenue. Twice in the first six months, the customer had stock outs during the quick and significant expansion. Their proficiency and efficacy are amply demonstrated by the sharp rise in conversion rates and income from online stores.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

In terms of project management, Upstream BPO were excellent. Their staff was very attentive to our questions and concerns, communicated in a clear and consistent manner, and gave us frequent information. They also helped our agency out by recommending new customers, which really increased our efforts to generate leads.

What was your primary form of communication with Upstream BPO?

• Virtual Meeting
• Email or Messaging App

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

The creator of Upstream BPO has a genuinely remarkable level of devotion and enthusiasm. In addition to his diligence, he is far more knowledgeable about paid media and e-commerce than most others in the field. Their proficiency in devising efficacious marketing tactics and expanding e-commerce ventures renders them an indispensable collaborator. It makes sense for eCommerce businesses looking to boost growth and improve their market presence to collaborate with Upstream BPO

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

To be honest, we don't see anything that needs to be improved. Over the years, we've worked with a lot of contractors and companies, and Upstream BPO is by far the finest. We only have good things to say about them; their performance and outcomes speak for themselves.

BACKGROUND

Please describe your company and position.

I am the Founder & CEO of Cogito Innovations

Describe what your company does in a single sentence.

Engineering Mission-Critical Communications Systems for Critical Infrastructures.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Upstream BPO to accomplish?

• We were searching for a social media marketing firm that could handle our Instagram and Facebook sponsored advertisements. Our main objective was to drastically reduce the cost of acquiring new customers.

SOLUTION

How did you find Upstream BPO?

Online Search

Why did you select Upstream BPO over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Upstream BPO were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Our adventure with Upstream BPO started with a thorough discussion about our prior paid media experiences. They suggested doing a free audit of our account to find potential opportunities. Upstream BPO gave us a call to follow up after the audit to go over the advantages and disadvantages of our existing plan. They gave our staff a thorough onboarding form to fill out, walking us through each step to make sure everything was covered.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The outcomes of our partnership with Upstream BPO were outstanding. They accomplished a remarkable 90.86% reduction in our Cost Per Acquisition (CPA). We were able to increase our marketing efforts and spend our cash more effectively because to the significant drop in CPA.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

In terms of project management, Upstream BPO  surpassed our anticipations. They constantly responded quickly and made any necessary tweaks or changes quickly. Whether via emails or phone conversations, their communication was excellent, keeping us informed and up to date at all times.

What was your primary form of communication with Upstream BPO?

• Virtual Meeting
• Email or Messaging App

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

The most notable aspect was the great attention to detail they devoted to their communication, planning, and strategy. It was clear that Upstream BPO was not your average advertising agency. They showed a very outstanding degree of commitment and skill by customizing their strategy to meet our unique demands and objectives.

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

They are excellent in every way. Our experience working with Upstream BPO has revolutionized the way we market on social media. Our business has really benefited from their professionalism, knowledge, and dedication to our success.

BACKGROUND

Please describe your company and position.

I am the Founder & CEO of CoinZoom

Describe what your company does in a single sentence.

CoinZoom is more than just an exchange, we offer the complete crypto experience.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Upstream BPO to accomplish?

• We were in charge of B2C sales, or what we termed supported sales. We wanted to investigate the possibility of using phone as a very top-of-the-funnel experience, as we already use chat.

SOLUTION

How did you find Upstream BPO?

Referral

Why did you select Upstream BPO over others?

• High ratings
• Referred to me
• Company values aligned

How many teammates from Upstream BPO were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Inbound calls from clients who were just joining the Udacity funnel were handled by Upstream BPO. Callers frequently had inquiries concerning the business or our courses. Since many of the courses are more technical in nature, students want to make sure they have the necessary level of competency or have chosen the correct subject. Additionally, there was some qualifying. Activation is another instance of how they handled calls; when someone contacted to cancel their membership, the Upstream BPO team would make an effort to keep them involved. For example, if someone contacted and said they couldn't finish the course, Upstream BPO attempted to persuade them to keep going and pointed out potential job paths for them should they succeed and receive their certification.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We saw that Upstream BPO outperformed our chat feature in terms of retention rates. Retention was only a few percentage points when we first started, but it gradually increased to double digits. After then, we were in the mid-double digits. A great deal of growth occurred. They performed an excellent job of acquainting us with the world of telephones and rapidly expanding our programs for acquisition and retention.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We were heavily dependent on the excellent project managers at Upstream BPO; I was overworked to handle day-to-day operations. They brought in someone who was in charge of project management in addition to training. Someone actually required to handle integration, update scripts, comprehend the software, and then explain it to their counterparts since we were always implementing new applications that needed testing. We were in contact with the trainers at that level every two weeks. We added them to our Slack channel as well. We viewed them as an extension of our team; our staff handled chat, while Upstream BPO answered phone calls. Both groups got together quite a bit.

What was your primary form of communication with Upstream BPO?

• Virtual Meeting
• Email or Messaging App

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

They stand out for their capacity to react swiftly and expand. After ten repetitions, we ultimately went above and beyond that. They were excellent thought partners who contributed fresh concepts.

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

No, I don't believe anything particular exists.

BACKGROUND

Please describe your company and position.

I am the CDO of AM Technical Solutions, Inc

Describe what your company does in a single sentence.

AM Technical Solutions (AM), founded in 1994, is a proven and licensed architect, engineering, and construction firm.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Upstream BPO to accomplish?

• To enhance reaction time to guarantee that our customers are informed about our goods in a timely and correct manner.

SOLUTION

How did you find Upstream BPO?

Online Search

Why did you select Upstream BPO over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Upstream BPO were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Their incoming call center service takes care of a lot of different tasks, such as promptly answering customer inquiries and effectively scheduling appointments. They are excellent at giving comprehensive explanations of our services, delivering excellent customer service, and solving issues quickly.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Our collaboration with Upstream BPO has been extremely beneficial to our company, which offers health and fitness services. Their inbound call centre service has really improved our relationships. There has been a rise in customer satisfaction. In fact, our clients tell us how useful they find our prompt response times and high calibre of service. Additionally, Upstream BPO was able to reduce our call response times, which naturally led to an improvement in productivity. One reason for our company's continuous success is the smooth integration of Upstream BPO's services. Their dedication to providing exceptional customer experiences is a perfect match for ours, and we look forward to continuing our collaboration.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Yes, the project was executed successfully and produced the intended outcomes. Their communication was easy to understand, and their demands were well conveyed.

What was your primary form of communication with Upstream BPO?

• Virtual Meeting
• Email or Messaging App

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

Their knowledge and promptness really amazed us.

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

None in particular; they're doing a fantastic job.