Upstream BPO

BACKGROUND

Please describe your company and position.

I am the Founder and Technical Director of Fiberguide

Describe what your company does in a single sentence.

FiberGuide is dedicated to fostering high-quality and efficient communication networks by providing optical network training and consulting services.

OPPORTUNITY / CHALLENGE

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

• To offer customer care for all client requests, including order status, refunds, exchanges, and so forth, we were looking to engage Upstream BPO. We especially required assistance with a large volume of client queries because we were seeing an unexpected spike in calls, emails, and live chats. We also wanted to make sure that we answered to all requests promptly. This is how we first learned about Upstream BPO.

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.

To offer customer care for all client requests, including order status, refunds, exchanges, and so forth, we were looking to engage Upstream BPO. We especially required assistance with a large volume of client queries because we were seeing an unexpected spike in calls, emails, and live chats. We also wanted to make sure that we answered to all requests promptly. This is how we first learned about Upstream BPO.

RESULTS & FEEDBACK

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

Both our initial response times and our overall resolution times have decreased from earlier in the past. The staff from Upstream BPO has worked really professionally and communicated well with us to build a solid rapport with our customer care division. Owing to their internal processes, general output, enthusiasm, and meticulousness, Upstream BPO has produced top-notch work.

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

Both the customer care teams' good communication and efficient workflow were established by Upstream BPO. The team is outspoken and transparent in its communication to provide the best results for any procedures that require a deeper understanding or expectation.

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?

Our customer care department's open communication and efficient operations have been fostered by Upstream BPO's ongoing assistance. Every team member is considerate of others' time and responsive to our needs.

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

None that immediately spring to mind. Over our time together, we've developed a strong collaboration with Upstream BPO, which we are happy with. Their attention to detail and caliber have beyond our expectations.