Upstream BPO

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 CEO & Founder of HV Talent

Describe what your company does in a single sentence.

We are a technology company with more than 10 years of experience providing Staff Augmentation services.

OPPORTUNITY / CHALLENGE

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

• We felt we needed to outsource to an answering service since we were receiving more calls than we could handle.

SOLUTION

How did you find Upstream BPO?

Online Search

Why did you select Upstream BPO over others?

• 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.

Calls are handled by their virtual receptionists on our behalf. They schedule appointments, qualify leads, and screen incoming calls. We collaborated to write a script at the start of the project that outlined our expectations for their agents' call handling.

RESULTS & FEEDBACK

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

A couple testimonials we've seen have mentioned how excellent our customer service is. Upstream BPO plays a significant role in that as they interact directly with callers. They provide highly tailored and unique solutions.

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

They asked us a lot of questions when we were first setting up our account. We only need to give them a ring or send them an email if we need anything at all.

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 have excellent organization. To provide the greatest customer service possible, their staff collaborates.

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

I think Upstream BPO is doing pretty well and I don’t see anything they need to improve on.

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 CEO of FirstLight Fiber

Describe what your company does in a single sentence.

We provides a complete portfolio of fiber-based communications services to enterprise customers.

OPPORTUNITY / CHALLENGE

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

• Our goal was to get a specific number of highly engaged Instagram followers in order to grow my following and income prospects.

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.

After we started, we met every other week via a Zoom video call. We would discuss everything we were working on, not just the objectives. We had a lot of questions, and they addressed them all and gave excellent explanations. The amount of time they granted me thrilled me much. 

RESULTS & FEEDBACK

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

Our Instagram following is growing quickly, and I have a 25% interaction rate, which is excellent. I may already have a deal, but I also received some excellent advise about working with businesses. Just waiting to hear back from the company.

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

Every time we wrote them with a query or other concern, they always answered right away. The biweekly video sessions were highly effective. Before it began, we prepared notes.

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 real kindness and willingness to help has truly amazed me and continues to do so. They are very skilled in their field. And for going above and beyond what I anticipated, I was very grateful. 

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

NO, to be honest, it is difficult to identify room for improvement. They are fantastic!

BACKGROUND

Please describe your company and position.

I am the Owner/ Chief Operations Officer of Mosquito Joe

Describe what your company does in a single sentence.

It’s no secret that mosquitoes know how to ruin outdoor fun.

OPPORTUNITY / CHALLENGE

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

• A tech-savvy answering service that took calls around-the-clock was what we were looking for.

SOLUTION

How did you find Upstream BPO?

• Referral

Why did you select Upstream BPO over others?

• High ratings
• Good value for cost
• 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.

The project's main goals were to retain prospective customers and to provide the benefits of a receptionist without incurring the full-time employee's costs.

RESULTS & FEEDBACK

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

Our success stems from the fact that we were able to save a significant amount of money by not hiring a full-time receptionist while still managing to retain more clients.

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

There has been excellent teamwork. We have the ability to provide feedback on every call via email and their app. They are open to modifications and always seek methods to do better. Our ability to retain clients has significantly increased.

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?

Excellent process, excellent technology, and excellent attitude.

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

Not that we've seen thus far.

BACKGROUND

Please describe your company and position.

I am the CEO of Embrace Pet Insurance

Describe what your company does in a single sentence.

As pet parents ourselves, the team at Embrace created the pet insurance we wanted: best-in-show policies, a simple claims process, and extra support every step of the pet parent journey.

OPPORTUNITY / CHALLENGE

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

• Upstream BPO has been a part of our operations for a while now. They struck me as being enthusiastic, professional, and able to forge genuine ties with prospective clients fast.

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.

Initially, we get to know one other's industries rather well. They were interested in learning about our new customer intake procedure, the kinds of clients we value, and the kinds to steer clear of. We then investigated their method for scheduling appointments that are appropriate for us. By the time this process was over, we both knew exactly what was required of each team.

RESULTS & FEEDBACK

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

Together, we created marketing initiatives that significantly increased our lead generation. We saw a discernible rise in both quantity and quality of submissions in several cases.

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

To be honest, I was pleasantly pleased at how easy it was to incorporate their crew into our process. They are really experts who adjust their procedures to suit your lead generating initiatives

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?

None yet, as they've been fantastic thus far.

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

None yet, as they've been fantastic thus far.

BACKGROUND

Please describe your company and position.

I am the Chief Executive Officer of Neuragenex

Describe what your company does in a single sentence.

Neuragenex was founded as a next-generation chronic pain management program, offering a better way to manage chronic pain that not only relieves pain, but improves health and results in an enhanced and magnified quality of life.

OPPORTUNITY / CHALLENGE

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

• A single call counts for a lot in the medical sector because each patient may wind up needing to spend $50,000 to $100,000. Consequently, a missed call represents a significant lost opportunity. Upstream BPO was brought in to handle phone calls and make sure none were missed.

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.

Several members of the team are returning our calls. Initially, we scheduled a training session and wrote a script for them. About ten times, we debated what we wanted them to say. There are restrictions on what we can say to non-patients, and there might be legal repercussions, so we had to exercise extreme caution. The project's that section was quite thorough. 

They have been delivering our messages every day since they began answering our phones. We had the option of selecting email or phone delivery for the communications. We may thus contact someone back if they miss a call, be it a potential patient or a member of the patient's family.

RESULTS & FEEDBACK

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

Prior to working at Upstream BPO, I would get between three and ten missed calls each 48 hours. We hardly ever miss a call now. They are reachable when the patient returns calls if they do happen to miss one. In addition, it's quite cheap. We are spared from even considering the expense.

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

We can talk over the phone if necessary, but email is our main method of communication. Every time I've phoned, I've been able to get through to them since I have a direct line.

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 provide outstanding customer service and are a great bargain. They were accommodating, for instance, when we had very specific demands about the screenplay.

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

Nothing about it, in my opinion, could be improved.