Multilingual Inbound & Outbound Call Center
With 33+ years of industry experience, Fusion BPO Services Group offers call center outsourcing services to over 250 businesses globally. Fusion delivers call center services in 40+ languages from 10 countries and 22 locations around the world. Fusion has offices in the US, India, Canada, El Salvador, UK, Albania, Philippines, Jamaica, Morocco & Colombia.
The business process outsourcing services by Fusion includes extensive range of customer support services starting from inbound and outbound call support to answering services. Fusion also provides lead generation services that include inbound and outbound sales call support, answering calls and scheduling services for various industry verticals.
For all social media support requirements, Fusion offers social media customer support, chat and email support services. Flexible packages and scalable models help businesses available the services for a reasonable spent.
Fusion has a team of over 14,000 trained agents coming from diverse backgrounds. The unique blend of culture and expertise is what makes Fusion the right business process outsourcing partner for business looking to expand their customer service team.
Fusion helps businesses scale their operations by ensuring seamless customer support therefore, helping them retain their customers, grow their userbase and scale operations. The call center outsourcing services by Fusion are customized per business requirements. Fusion has also started Work from Home operations post Covid to provide remote assistance to ensure that businesses don’t suffer downtime. Businesses can also available Covid-19 contact tracing services offered by Fusion, a HIPAA compliant healthcare call center. Reduce your AHT by 15% and grow your core business with Fusion BPO Services.
headquarters
other locations
-
Y9, EP Block, Sector V, Salt Lake City, Bidhan NagarKolkata 700091India
-
-
507 Place d´Armes Bureau 1000Montreal, QC H2Y 2W8Canada
-
7F Cybergate Bldg. Fuente Osmena, Cebu CityCebu City 6000Philippines
-
4775 Peachtree Industrial BlvdBerkeley Lake, GA 30096United States
-
4875 Higbee Ave. NW Canton, OhioCanton, OH 44718United States
-
515 Oakland RdSpindale, NC 28160United States
-
102 N Market StMinerva, OH 44657United States
-
Av las CameliasSan SalvadorEl Salvador
-
15 Old Hope RdKingstonJamaica
-
Cl. 7D #43a-40Medellín 050022Colombia
-
The Orient SquarePasig 1600Philippines
-
Bulevardi Dëshmorët e KombitTiranëAlbania
-
43 Bd d'AnfaCasablanca 20250Morocco
-
33 Bd Hassan SeghirCasablanca 20000Morocco
-
42 Bd AbdelmoumenCasablanca 20360Morocco
-
23 Guernsey PlThree Mile Cross RG7 1FZUnited Kingdom
Focus
Portfolio
Meesho, Gravy Analytics, Craftjack, Home Advisor, Awareness Technologies
One of the largest online food-ordering enterprises that connects diners with local restaurants.
· Volatility in demand during lunch and dinner categorized as rush hours.
· Varying demands throughout the year while minimizing headcount variance.
· Emergency changes in demand due to special events and/or weather changes
Previous practices
· Cap volumes at capacity and limiting the services provided to end customers which has led to low/poor CSAT.
· Move volumes from phone to chat to increase agent utilization and improve capacity, since chat provide an opportunity to treat 3 customers simultaneously.
· Create priority customer groups, which leads to dissatisfaction from the other groups.
Key Points
· One of the largest online food-ordering enterprises that connects diners with local restaurants.
· Fusion BPO was providing the contact center 2 services with 10-15 FTE since Oct 2016.
· In June 2017, client awarded the entire chat 3 services after Fusion had proven itself to be a trusted partner.
Introduction : Fusion BPO Group
Reviews
the project
Financial Services BPO
"They understood all the details about our business in a very quick span of time."
the reviewer
the review
The client submitted this review online.
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
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.
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
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.
the project
Call Center Services for E-Commerce Company
"They delivered what they promised."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
I am a Marketing Manager at a mid-sized e-Commerce company.
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.
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.
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.
the project
IT Services Lead Generation
"They save us money and time ... and give a wide range of services to provide to customers."
the reviewer
the review
Why does your firm need outbound services? Did you use to handle these needs in-house?
It is helpful to also have an outbound business that provides a variety of services. It gives our employees more time to focus on other areas of work. Fusion BPO has affordable rates and covers everything from customer service to appointment setting to market research and surveys. We used to handle this but opted to use an outbound service to give employees more time to focus on our companies needs and to give our company a more professional outlook. Fusion gives us the extra little zip to retain customers and employees.
How many outbound calls did your company handle every day?
I would have to say from 100 to 220 outbound calls per day. About 45% of their work was involved in handling outbound calls. This is essential work to our company to keep in touch and on good terms with customers and employees, as well.
What challenge were you trying to address with the service provider?
To work with a company who has the best tools and workforce, to give our company the ability to achieve our tasks and retain customers and employees.
What was the scope of the service provider's involvement?
They provide a wide range of services such as customer service, retention/cancellations, telesales, order taking, appointment setting, lead generation, three levels of technical support, direct response, customer loyalty programs, call quality audit program, and market research and surveys.
Could you describe the service provider's pricing structure and how they billed you?
It is on a monthly basis and we usually write a check and if needed wire a transfer. It is a short-term need.
How did you come to work with this service provider?
We did a Google search for call centers and came upon them during the search.
How would you assess the service provider's abilities to conduct outbound sales calls, generate new business, and handle customer issues?
They have the best agents handling customer issues with at least three years of experience. They generate new business by expanding their own, such as increasing their number of services, answering services, web development services, etc.
How much time and money does this service provider save you each month?
I would say about 30%.
What takeaways and measures of success can you share about working with this service provider?
They save us money and time for our employees and give a wide range of services to provide to customers.
What are the service provider's strengths?
Their communication, networking, and problem-solving skills.
What areas can the service provider improve?
They seem to be doing fine so far.
How long has your company been working with this service provider?
From March 2014 to present.
How much money do you spend annually with this service provider?
$50,000 to $199,999.
the project
Lead Generation for IT Company
"Their strengths are their people and their effort."
the reviewer
the review
What is the volume of outbound calls your company was handling per day?
200.
What do they provide for you on a normal basis?
They provide people for lead generation.
Could you describe their pricing structure and how they bill you?
They offer good pricing.
How did you find and select your them?
I found them through my own experience.
Please assess their quality of work.
Their quality of work is excellent.
How much time and money do you estimate that they save you each month?
They save us $100 a month.
Based on your experience, what takeaways can you share about working with them?
They are perfect.
What do you think are their strengths?
Their strengths are their people and their effort.
Where do you think they can improve?
There is nothing they need to improve.
the project
Lead Generation Services for Telecommunications Company
"The quality of service is strong."
the reviewer
the review
Why does your firm need outbound services? Did you use to handle these needs in-house?
We needed a third party to ensure precision and accuracy.
How many outbound calls did your company handle every day?
We handle maybe 45 calls per day.
What challenge were you trying to address with the service provider?
We wanted better quality of service and also better features and security.
What was the scope of the service provider's involvement?
They provide inbound and outbound voice services. They also do some backoffice and similar things.
Could you describe the service provider's pricing structure and how they billed you?
They bill us every month but also offer annual plans.
How did you come to work with this service provider?
I took a recommendation from colleagues.
How would you assess the service provider's abilities to conduct outbound sales calls, generate new business, and handle customer issues?
They are very secure, responsible, fast, and appealing.
How much time and money does this service provider save you each month?
I save a lot of time and money but I'm not sure how much exactly.
What takeaways and measures of success can you share about working with this service provider?
I only have pros to mention, they are no cons. They are very secure and responsible.
What are the service provider's strengths?
The quality of service is strong.
What areas can the service provider improve?
There i nothing to improve.
How long has your company been working with this service provider?
We have been with them about three years.
How much money do you spend annually with this service provider?
We spend $200,000 to $999,999 per year.
the project
Lead Generation for Nonprofit
"Their ability to generate leads and save us money stands out."
the reviewer
the review
Why does your firm need outbound services? Did you use to handle these needs in-house?
I used to handle the need in-house and we require outbound services to ensure we receive all the donations and membership information needed by clients.
How many outbound calls did your company handle every day?
Almost 100% of our calls are outbound calls and it's about 6,000 per day. This service is absolutely necessary.
What challenge were you trying to address with the service provider?
The challenge was ensuring we treat existing clients well and set ourselves up to serve future clients better.
What was the scope of the service provider's involvement?
They provided lead generation and tools to conduct proper canvassing.
Could you describe the service provider's pricing structure and how they billed you?
We pay monthly and at a top tier that is a perfect fit for our needs.
How did you come to work with this service provider?
The service was referred to us by colleagues.
How would you assess the service provider's abilities to conduct outbound sales calls, generate new business, and handle customer issues?
They are great, fast, and reliable.
How much time and money does this service provider save you each month?
They save us a ton of time and earn us a lot of money.
What takeaways and measures of success can you share about working with this service provider?
They are great and I would recommend their services to anyone.
What are the service provider's strengths?
Their ability to generate leads and save us money stands out.
What areas can the service provider improve?
I can't think of anything to fix.
How long has your company been working with this service provider?
We have worked with them for four years and it's ongoing.
How much money do you spend annually with this service provider?
We normally spend $10,000 to $49,999.
the project
Call Overflow & Screening Support for Hospitality Company
"Their service saves time and money."
the reviewer
the review
Why does your firm need outbound services? Did you previously handle these needs in-house?
The one man we have to handle it can't handle everything on his own. We used to but it got too much for him too handle.
What was the volume of outbound calls your company was handling per day?
50 plus.
What challenge were you trying to address with the service provider?
We were trying to limit the overall work process.
What was the scope of the service provider's involvement?
They limit the overall call volume and workload.
Could you describe the service provider's pricing structure and how they billed you?
We pay through pay per click marketing. It's automatically debited out of our business account.
How did you come to work with this service provider?
They had the best price for our company. We found them through a Google search.
How would you assess the service provider's ability to conduct outbound sales calls, generate new business, and handle customer issues?
Customers are in search of refined services. They are tired of those old customer practices such as waiting long hours in the call queue, placing a wrong order, a poor mail delivery or receiving someone else’s mail. All these goofs make the customers feel distracted. Fusion corrects this problem.
How much time, in hours, does this service provider save you each month?
A whole lot! At least 120.
How much money does this service provider save you each month?
As far as labor, at least $4000.
What takeaways and measures of success can you share about working with this service provider?
Their service saves time and money as far as labor while my employee can be doing other things. They can get quite expensive as far as pricing.
What are the service provider's strengths?
Their strengths are saving me time and labor.
How can the service provider improve?
They could come up with a better pricing structure.
How long has your company been working with this service provider?
We started July 2015, and it's ongoing.
How much money do you spend annually with this service provider?
$1,000 to $4,999.
the project
Lead Generation for Small Manufacturer
"They offer the best price in the market."
the reviewer
the review
Why does your firm need outbound services? Did you use to handle these needs in-house?
This is the best option for my company.
How many outbound calls did your company handle every day?
About 3000 per day.
What challenge were you trying to address with the service provider?
We needed to reduce costs so price was important.
What was the scope of the service provider's involvement?
They offer a good price for their services.
Could you describe the service provider's pricing structure and how they billed you?
They bill us in a normal fashion.
How did you come to work with this service provider?
I found them via their website.
How would you assess the service provider's abilities to conduct outbound sales calls, generate new business, and handle customer issues?
They are very good.
How much time and money does this service provider save you each month?
It's a lot.
What takeaways and measures of success can you share about working with this service provider?
They offer the best price in the market.
What are the service provider's strengths?
Their price is strong.
What areas can the service provider improve?
They are good.
How long has your company been working with this service provider?
It's still going.
How much money do you spend annually with this service provider?
We spend $50,000 to $199,999.
Thanks to their work, the Financial Service company was able to attract return clients and acquire new ones. Fusion BPO Services were knowledgeable about the business throughout the engagement. They were efficient and had a smooth workflow.