OLYMP BPO

BACKGROUND

Introduce your business and what you do there.

I’m the operations manager of a call center company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OLYMP BPO?

We needed help improving our customer support operations, reducing response times, and ensuring consistent service quality.

SOLUTION

What was the scope of their involvement?

OLYMP provides us with customer support outsourcing. The team handles inbound calls, answers customer questions, resolves issues, and supports our customers throughout their experience with us.

What is the team composition?

We work with 15 agents from OLYMP BPO.

How did you come to work with OLYMP BPO?

Someone referred OLYMP BPO to me. I chose them because they were close to my geographic location, their pricing fit our budget, they were a great culture fit, and their company values aligned with ours.

What is the status of this engagement?

We started working together in April 2022, and the engagement is ongoing.

RESULTS & FEEDBACK

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

One of the biggest indicators of success is that we've grown our team. As our customer base grew, OLYMP BPO helped us manage higher call volumes without compromising the quality of support our customers received. We've also seen improvements in response times, call handling efficiency, and overall team productivity. OLYMP BPO's regular performance reports allow us to monitor results and make adjustments when needed.

How did OLYMP BPO perform from a project management standpoint?

OLYMP BPO's management team is organized, responsive, and easy to communicate with. They have consistently met our expectations and delivered on agreed timelines, whether it involved onboarding new agents, providing performance reports, or handling daily operations. We communicate via email and messaging apps.

What did you find most impressive about them?

From the beginning, OLYMP BPO has made an effort to understand our needs rather than just provide agents. The team is approachable, quick to resolve issues, and always open to feedback.

Are there any areas they could improve?

There's always room for small improvements, but OLYMP BPO has always been responsive to our feedback and quick to address any concerns. Overall, we're very satisfied with the partnership.