Serve 500+ Clients in 45 Centers Across 14 Nations
With 33+ years of industry experience, Fusion BPO Services Group offers call center outsourcing services to over 300 businesses globally. Fusion delivers call center services in 40+ languages from 14 countries and 27 locations around the world. Fusion has offices in the US, India, Canada, El Salvador, UK, Albania, Philippines, Jamaica, Morocco, Colombia, Thailand, Indonesia. Mexico & Kosovo.
The business process outsourcing services by Fusion include 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, call answering services and scheduling services for various industry verticals like healthcare, BFSI, telecom, utility, edtech, startups, technology, travel and more.
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 BPO Services 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 BPO Services 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.
33 Languages
- Mandarin
- English
- Spanish
- Arabic
- Bengali
- Russian
- Hindi
- Portuguese
- Japanese
- German
- Korean
- French
- Turkish
- Telugu
- Marathi
- Tamil
- Vietnamese
- Italian
- Urdu
- Gujarati
- Polish
- Ukrainian
- Malayalam
- Kannada
- Oriya
- Panjabi
- Sunda
- Romanian
- Bhojpuri
- Thai
- Maithili
- Dutch
- Sindhi
32 Timezones
- GMT
- UTC
- ECT
- NET
- IST
- BST
- VST
- CTT
- JST
- ACT
- CAT
- BET
- AGT
- CNT
- PRT
- IET
- EST
- CST
- MST
- PNT
- PST
- AST
- MIT
- HST
- NST
- SST
- AET
- MET
- EAT
- EET
- ART
- PLT
headquarters
other locations
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507 Place d´Armes Bureau 1000Montreal, QC H2Y 2W8Canada
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7F Cybergate Bldg. Fuente Osmena, Cebu CityCebu City 6000Philippines
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4775 Peachtree Industrial BlvdBerkeley Lake, GA 30096United States
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4875 Higbee Ave. NW Canton, OhioCanton, OH 44718United States
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515 Oakland RdSpindale, NC 28160United States
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102 N Market StMinerva, OH 44657United States
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Av las CameliasSan SalvadorEl Salvador
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15 Old Hope RdKingstonJamaica
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Cl. 7D #43a-40Medellín 050022Colombia
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The Orient SquarePasig 1600Philippines
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Bulevardi Dëshmorët e KombitTiranëAlbania
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43 Bd d'AnfaCasablanca 20250Morocco
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33 Bd Hassan SeghirCasablanca 20000Morocco
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42 Bd AbdelmoumenCasablanca 20360Morocco
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23 Guernsey PlThree Mile Cross RG7 1FZUnited Kingdom
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3301 Quantum BoulevardBoynton Beach, FL 33426United States
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Servcorp, Level 29, The Offices at Central World, 999/9 Rama I Rd. Pathumwan District, Bangkok 10330, Thailandbangkok 10330Thailand
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Marquee Executive Offices, 28/F Menara Karya, Jl. H.R. Rasuna Said Block X-5 Kav. 1-2, Jakarta 12950, IndonesiaJakarta 12210Indonesia
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519 Calle Prisciliano SánchezPuerto Vallarta 48315Mexico
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Kompleksi Pika Exclusive, St "Gazmend Zajmi", Kati 2Prishtina 1000Kosovo
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9 Cornwall StreetBunbury 6230Australia
Focus
Portfolio
PAYTM, TATA, SNAPDEAL, RELIANCE JIO, TIMES INTERNET, AT & T, BANK OF INDIA, CARS 24, CHOLA, BAJAJ FINANCE, AIRTEL, CRAFTSVILLA, IDBI, HERO FINCORP, MEESHO, OYO, CRICUT, EDUCATION DYNAMICS, VIVINT, MOODFARM, DIVVY, DATADOG, DOMO, DIGITAL THRIVE, UTAH VALLEY UNIVERSITY, NETMEDS, CONNECTICARE, EPISOURCE, AFFINITY, CURATIVE, DAYO DENTAL, TRAPOLLO, BIOSERENITY, VIRTUOX, MERCY SHIPS, BOSTON PEDORTHIC, SENDERO, LIFEQUOTE.COM, DELTA DENTAL, IONTERA, SRL DIAGONISTICS, MEDIKABAZAR, REVEL
Customer Support
Providing customer services to Airtel Prepaid & Postpaid
Debt Collection Services
B2B & B2C Debt Collection Services
Collection Services
B2B & B2C Collection Services Outsourcing
Collection Services
Debt collection services
Debt Collecion Services for IDBI Bank
Debt Collection Services
One of the largest online food-ordering enterprises that connects diners with local restaurants.
Problems to solve
· 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
Introduction : Fusion BPO Group
Lead generation Services
üWe started the process in July-21-2020 , in 10 days working, sale was
üIn the month of Feb’21 leads generation % was 44% and conversion was 26%
üPer Seat/Per day NOP has been increased
üPremium collection is also in increasing trend
üDaily 7 advisors assigned for lead generation and 3 are on close loping of generated leads
Customer Support Handling
Delivering quality cx and complaint handling to customers of OYO
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
Inbound Calls for Consulting Company
"There are almost everywhere, with such portfolios and clientele."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
My name is Kathie Murphy and I am customer success manager in Imagecorp
For what projects/services did your company hire Fusion BPO Services, and what were your goals??
For inbound calls
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
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
the project
Lead Generation for Material Supplier
"Their process is going quite smoothly."
the reviewer
the review
The client submitted this review online.
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
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
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
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
the project
Call Center Services for Online News-Sharing Portal
"Their management is really good."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
I am co founder of this online news sharing portal Jangopedia.com
For what projects/services did your company hire Fusion BPO Services, and what were your goals??
For Inside Sales Project
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
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
the project
Order & Complaint Management Support for Delivery App Co
"They manage to work even within holidays."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
Order Taking For For Our Delivery App
For what projects/services did your company hire Fusion BPO Services?
We hired them for order taking and compaint handling services
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
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
the project
Call Center Services for Hospitality Company
"Fusion has always exceeded our expectations."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
I am head Direct channel at OYO, one of the largest hospitality company in India.
For what projects/services did your company hire Fusion BPO Services?
We hired for sales call center
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
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
the project
Customer Service for Call Center Company
"We haven't experienced any dips in quality or communication with Fusion BPO Services."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
We connect B2B clients for the fulfilment of projects and business goals.
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.
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.
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.
the project
Inbound Call Center Services for Healthcare Company
"They have a team of highly professional individuals!"
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
Working as a management head
For what projects/services did your company hire Fusion BPO Services, and what were your goals??
Outsourcing inbound answering services with 10-15 agents
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
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.
the project
Call Center Services Outsourcing for IT Company
"About 20 highly experienced customer service agents communicated with us quite smoothly."
the reviewer
the review
The client submitted this review online.
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.
For what projects/services did your company hire Fusion BPO Services?
Customer Service Outsourcing
How did you select this vendor and what were the deciding factors?
- Global Presence
- Multi-lingual capabilities
- Near-shore
- Cost-Effective
- 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.
Can you share any outcomes from the project that demonstrate progress or success?
- We have received more than 18 new clients with the help of a better Cx Experience.
- 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?
- They provide their services in 40+ languages
- 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.
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.
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.