ASL BPO

Please describe your company and your position there.

Big Star City Senior Services is a non-profit organization that is helping the senior people of Chicago, IL with food and medicine in COVID situation. I am a Customer Success Manager in the company that makes sure that our partners and customers are happy and getting the help they need.

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

We hired for Customer Care Support, to handle the calls that come in our front desk as well as to respond to emails. They also did outbound calling for us.

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

I was searching in Google for an outsourcing company that can provide customer care support when I found them. They seemed pretty professional and had pictures of their office environment that lead me to believe they were trustworthy.

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

Basically, ASL BPO was handling our calls and emails. They acted as our virtual front desk, to take calls or to make calls as needed. Calling tools used were: Ringcentral, CallRail, and TextNow.

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

The virtual assistants who were working for us was Atik and Shawon who were very diligent and good at what they were doing. I was pretty impressed by how professionally they could handle the calls.

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

Many of the seniors who called for help or for things they need had to be handled very carefully. The customer care agents handled them pretty well and relayed the information to us in an effective manner.

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

There was a supervisor who was our point of contact for any issues and he basically ensured the project went smooth. Communication tools were mostly Slack and Google Meet. They were timely in that they started their work without delay

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

The fact that even though their office is in Bangladesh, the customer care agents had really good English communication ability and were able to talk professionally to our American customers.

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

Yes, one of the only big issues was that training the agents at first seemed a bit not organized. This is something they could work on.

Please describe your company and your position there.

SecuriWorld Canada is a Security guard company that provides protection, patrol and security services in Vancouver, BC.

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

We hired ASL BPO, for our inbound customer care services and for virtual assistance. Their job was to not only handle calls and emails from our security guards and customers but also help us assign the guards their shifts and to monitor them throughout their shift.

How did you select ASL BPO and what were the deciding factors?

We were searching for a good BPO firm from South East Asia, when we landed on their website. When I contacted them, their CEO called me back. I was really impressed by the conversation we had and I decided to hire them!

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

We basically hired them at per hour rate. We needed 2 agents seats, 1 covering 24/7, the other covering 9 hours at our day time. Their service was of the following: 1) Handle calls and emails from our guards and customers. 2) Schedule the duty of our guards. 3) Monitor our guards through a monitoring app like Trackforce.

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

The agents who worked for our project was Atik, Miraj, Nazrul. Their Supervisor was Khan Osmany. Anytime I had any issues I directly called Khan and he always tried to solve them.

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

The service was great! Some of the agents took time to be trained but they always ensured the calls were being handled, and that the guard duty was being scheduled correctly. They also were able to monitor the guards effectively without much issues

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

Communication tools used were Skype, Gmail, Virtual phone system like Ringcentral. They handled our project in a very professional manner. Overall, they were great. I really appreciated their services.

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

Their CEO never overpromised and under-delivered. Even when our company was running through a financial problem at one point they tried their best to provide us service without any issues.

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

Some of the agents were a bit slow learner, perhaps could have improved their HR process to get more smart and fast learners for us.

Please describe your company and your position there.

I am the owner of Bully Maintenance, LLC - a regional property preservation company. We maintain foreclosed property all over the United States.

For what projects/services did your company hire ASL BPO?

We hired ASL BPO to process our extensive work order volume.

What were your goals for this project?

The goals for hiring ASL BPO was to help us with our workload and upload the orders directly to our national companies. It gives our coordinators the time they need to communicate with our companies and handle all sorts of additional issues that arise in this complicated business.

How did you select ASL BPO?

I searched online for processing companies for property preservation. ASL BPO responded immediately and gave me referrals to contact. They were very professional and took me meticulously through their processes and pricing structure which was extremely fair.

Describe the project in detail.

Once we selected ASL BPO, it was basically a trial run to see how we would work together. From the first day, I knew immediately they knew what they were doing. All the orders were put in on time and correctly. If they had any questions on yours, they would reach out before uploading anything incorrectly.

What was the team composition?

I only deal with the owner John - who delegates all information to his team.

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

I have been working with ASL BPO for over 6 years and couldn't be happier. We are a TEAM and they have made my company prosper beyond belief.

How effective was the workflow between your team and theirs?

We use a platform called PPW where we assign our orders to ASL BPO directly. They have a login and upload the information directly to our national companies. It works extremely well.

What did you find most impressive about this company?

The most impressive thing about ASL BPO is their communication with us. We are always on the same page and they upload their work in a very timely and professional matter.

Are there any areas for improvement?

No need for any improvement. Whenever we may have an issue, they are open to our critique and implement anything we need to be changed.

Introduce your business and what you do there.

I'm the owner of Property Tech Services.

What challenge were you trying to address with ASL BPO?

We needed to update our processing services, so we were looking for a vendor to provide back office support to us.

What was the scope of their involvement?

They help us process our work orders, review the photographs, and give us recommendations if we have any questions regarding the industry. They also use cost estimating software to help us get bids.

What is the team composition?

We work with four members of their team, including our project manager.

How did you come to work with ASL BPO?

I found them through an online search. They had a very presentable website, so I decided to reach out to them.

How much have you invested with them?

We pay them about $12,000 a year.

What is the status of this engagement?

We started working with ASL BPO in April 2018 and the relationship is ongoing.

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

They submit bids in a timely manner and ahead of our expectations. They have a very thorough process in terms of getting the bids, so we've seen some great results.

How did ASL BPO perform from a project management standpoint?

They do an excellent job. We usually use the phone to stay in touch and they've been very responsive. If I have any questions, they give me answers right away. They're always accessible despite the time difference.

What did you find most impressive about them?

They're very smart and hard-working. They know our industry, our platform, and every single one of our clients, so we can give them the minimal amount of information and they'll run with it.

Are there any areas they could improve?

No. They've handled everything very well.

Do you have any advice for potential customers?

There are many other companies that provide similar services, but ASL BPO has a very smooth process, which helps them achieve positive results. They minimize chargebacks and follow-up, and they yield great bid approvals. They even help us fix some issues that go beyond the scope of their work.

Introduce your business and what you do there.

I’m the owner of a company that does property preservation. We provide services to mortgage lenders and maintain their assets.

What challenge were you trying to address with ASL BPO?

We needed help with data entry because our clients are quite stringent when it comes to time frames.

What was the scope of their involvement?

We take care of the data entry during the day, and they take care of it at night when we’re asleep. When our client comes in the morning, everything is ready for them to review. They also help with reports, bids, invoices, and deeds. In the future, I want them to oversee the company if I'm away.

What is the team composition?

I’m in contact with the owner of ASL BPO.

How did you come to work with ASL BPO?

I read some reviews about them.

What is the status of this engagement?

We started working together in April 2018, and the work is ongoing.

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

Without them, our business wouldn’t function. Before hiring them, my rating was C and D. Now, it’s a strong B. I’m happy to be working with them. They get the job done.

How did ASL BPO perform from a project management standpoint?

They send reports Monday through Sunday about what they’ve done the night prior and our next steps. While it’s not always easy to communicate because of the time difference, I can call the owner if I have any questions. I generally reach out to them via email and phone.

What did you find most impressive about them?

ASL BPO’s team is extremely professional. They’re good at what they do.

Are there any areas they could improve?

No, they’re doing well.

Do you have any advice for potential customers?

I'd recommend them to anyone.

Introduce your business and what you do there.

I am the owner of SED Group, LLC in Atlanta. We are a property preservation and protection business. We provide services to the default departments of different mortgage companies and banks.

What challenge were you trying to address with ASL BPO?

The businesses that we serve all have major data ports, which the client is required to connect to and upload information to. ASL BPO provides data entry services, filling the void that my company had following an employment change.

What was the scope of their involvement?

We have four national accounts and some small local accounts that we are currently servicing. ASL BPO enters roughly 95% of our clients’ data into their respective data ports. They also offer some quality control processes to keep us organized.

What is the team composition?

Their team has several layers of organization, but I am unsure of the total team size.

How did you come to work with ASL BPO?

My company was experiencing a crisis because we had nobody to enter the data into these ports for our clients. John, the president, was overly kind to me when I called, and he was willing to work with me immediately. We chose them because of their immediate availability and the sincerity of their leadership.

How much have you invested with them?

We’ve spent between $4,000–$8,000 so far.

What is the status of this engagement?

We began working together in April 2018, and we have ongoing work.

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

We are able to accomplish work at almost all hours due to their involvement. Further, I am now afforded the flexibility to reduce the in-office staff dramatically, which allows me to have savings over what we were previously budgeting for data entry.

How did ASL BPO perform from a project management standpoint?

We work well through a series of emails, phone calls, and downloads into a shared file system.

What did you find most impressive about them?

I have a small company, but ASL BPO has the capacity to reach larger ones. They’re able to scale their operations to best fit our data entry needs.

Are there any areas they could improve?

At this point, John is my only contact for information or emergencies. It would be welcomed if he delegated some off-hours duties to somebody else so that I could always communicate with somebody.

Any advice for potential customers?

I was impressed with how quickly we were able to onboard them to our processes and begin entering data. I didn’t think it would be as smooth as it was to begin working with multiple clients. All that to say, if you’re in a tough spot like I was, they are able to quickly adjust and start working with you.

Please describe your company and your position there.

I am an investments associate for the iBuyer platform of Kairos Living (Swift Homes). I underwrite and triage all of the deals that come through our system.

For what projects/services did your company hire ASL BPO?

We have them do a variety of different tasks whether they be daily business functions or special projects. As of now, they process a daily report that pulls data on properties as well as assist in many of our employees' daily responsibilities. Aside from that they do many ad-hoc projects when needed throughout the day in a timely manner.

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

We selected them through an interview process where we felt we selected the best fit for our needs: a company that could complete a diverse set of tasks in a timely fashion.

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

As I mentioned above, ASL can do a variety of tasks ranging from data entry and processing that help us on a day-to-day basis.

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

We've had about 5-8 people work for us and they've all essentially been solutions consultants.

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

Last night was a good example of ASL succeeding to make our lives easier. At the end of the business day, we needed property data on about 100 properties. Since it was the end of the day we didn't have capacity so we sent it to ASL who spent the next 5 hours completing it and got it to us that same night.

How effective was the workflow between your team and theirs?

It has been very effective. We communicate through emails where ASL has always been very responsive and work in a timely manner.

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

I find their timeliness the most impressive, as well as their ability to do almost anything we ask of them.

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

N/A.

Please describe your company and your position there.

I am CEO of US Property Preservation Services which handles Foreclosed properties for the banks-This includes securing-repairs-evictions-trash out etc

For what projects/services did your company hire ASL BPO?

ASL BPO handles my work order processing

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

I received a email offering his services and it is very important to submit the work in a timely matter with little or no mistakes

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

We received a work order-we complete the work order in the field and then send it over to ASL for processing

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

Processor only

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

ASL BPO has submitted our work on time with few mistakes or errors

How effective was the workflow between your team and theirs?

Great I have a direct phone number to the manager who i can call 24 hrs a day to get the work completed

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

They are a phone call away if we have any problems or concerns. 

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

Continue to train there employees in making sure that there are no errors in submitting the work orders

Please describe your company and your position there.

I have a property preservation company & I’m the co-owner

For what projects/services did your company hire ASL BPO?

Work order processor

What were your goals for this project?

To get work orders in on time

How did you select ASL BPO?

I liked the way the communicated with me

Describe the project in detail.

Work orders must be put in within 24hours

What was the team composition?

Work order processing done professionally

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

My on time percent went up since using ASL BPO

How effective was the workflow between your team and theirs?

The workflow has been tremendously increased

What did you find most impressive about this company?

Their communication & professionalism

Are there any areas for improvement?

None that I can notice

Why does your company require back office services? Did you use to handle these needs in-house?

ASL serves to make work easier.

What type of work can your internal staff avoid by using a back office service?

We could simplify the data collection service.

What were your company’s goals for the partnership with this service provider?

Our goal was to be more efficient.

What do they provide for you on a normal basis?

They manage the 401k plan.

Could you describe their pricing structure and how they bill you?

ASL gives us a long-term plan with different types of benefits.

How did you find and select them?

We found them via the internet.

Please assess their quality of work.

ASL offers great help in simplifying data work.

How much time and money do you estimate that they save you each month?

I think it offers a net benefit of 10% per month.

Based on your experience, what takeaways can you share about working with them?

ASL is a company that offers an immediate response to any type of problem that may arise.

What do you think are their strengths?

It offers a solid and trustworthy structure with its clients.

Where do you think they can improve?

They can improve prices in the future.