BPO stands for Business Process Outsourcing or Offshoring. It involves hiring and paying an overseas company or service provider to handle absolutely everything related to your business processes, enabling you to fully and successfully operate your own business.
What is Offshoring?
Offshoring is getting the work done in another country. You can build your own team overseas without spending time on recruiting and managing your own staff and you can have full control of your team’s processes, tasks and KPI’s.
What is Managed Outsourcing?
Managed Outsourcing is a method or practice that ensures positive work results from the members of the team. Through our highly skilled management team who oversees all your team members' performance, we would be held accountable for the results of their work.
Unlike with freelancers where you don’t have anyone there to monitor and manage their work, Managed Outsourcing bridges the gap for businesses to continually communicate with their outsourced members.
What is a dedicated full-time employee?
A dedicated employee is someone that is assigned exclusively to your business.
We will provide you with an employee who will work with you full-time. This employee will only be focused on the task assigned by you and ensure that your company’s objectives are being met. We will not allow the individual member to be handling multiple clients so you can be sure that your employee is entirely committed to you and your company. Through our training, we will make sure that the employees provided to you can effectively work with you, display the right work ethics and strive to gain more knowledge and understanding of your business objectives.
How do you ensure my member is performing?
We have a management team to oversee and ensure that your members are performing and completing their tasks. These Team Leaders will monitor and get constant updates of your employee's work progress. We also deploy many sophisticated IT tools to help track and monitor in this area.
How secure is our sensitive data?
We strive on following best practices to implement high-security measures. As a data-driven company, we prioritise the protection of all tangible and intangible assets. We have implemented the following security measures:
- A non-disclosure agreement between our clients and employees
- Employee background check
- Installation of VPN, anti-virus software and firewalls for all inbound and outbound activities
- Prohibition of the usage and access to external storage devices and unauthorized websites
- IT team who manages our computer system and monitors all data access and security clearances
- Password-protected systems and emails
- Armed security personnel on duty on a daily basis to perform baggage checks and monitor of everyone who enters and leave our office premises
- Biometric monitoring of employee access
How do you protect confidentiality?
We have company policies and processes to deal with confidentiality concerns. We also implement IT best practices with restricted access to all information. We also have a physical security guard on site. So we treat security and confidentiality very seriously.
What if my member decided to leave?
In the event your allocated member decides to leave the company, we have a reserve team to accommodate for such situation. We will then initiate a new recruitment process to replace your out-going member.
How can I replace my current member?
Finding a replacement for your current member shouldn't be a problem. We have processes in place to help manage this situation. Our processes will provide you with full guidance to ensure that you are compliant with employment laws and help manage your team's moral during this period of the transition process and while looking for a new member for you.
If my member is on leave, is there another person who can take over the role?
Yes, we have a reserve team that will serve as temporary back up whenever your allocated member is not available. Please note that because these members are only temporarily assigned, the training time-frame is greatly restricted and therefore outputs may be affected. You will need to incorporate additional checks and balances on your end to ensure your requirements are met. We can assist you in providing additional training if required.
Can I ask my member to render Over Time?
Yes, it shouldn't be a problem. You just have to let us know ahead of time so that we can arrange it with the member. In case your allocated member is not available, we can always request someone from our reserve team to take over.
Do you have a leave and attendance policy?
As mandated by law, all employees are entitled to paid leave - it may be for a holiday or for situations when they are sick. We are very strict when it comes to our employees' attendance, that's why we have policies and processes in place to maintain control and discipline in this area. We require all of our employees to provide documentation to prove the reason for their absences. If they plan to go on a holiday and take some days off, your member will need to submit a request at least 1 week ahead of time in order for you to have enough time to implement contingency plans so that your business operation won't be greatly affected.
Who do I need to contact to raise issues and concerns?
Each of our clients will be allocated with a Client Service Representative (CSR). The CSR will serve as your point of contact whenever you have any issues and concerns. Your CSR will also help you implement and clarify your instructions to your member to ensure he or she has the correct understanding.
Does my team get paid leave or other entitlements?
Yes, your fixed hourly fee will cover all employee pay and benefits. We will process and pay for all employees' entitlements. Government compliance and employee benefits that we will take care of on your behalf includes the following:
- Government mandated benefits,
- Paid, sick and holiday leaves
- Health and dental benefits, and
- Life insurance
I have a question not listed here.
No problem, Feel free to contact us here!
What is your pricing structure? Is it monthly or hourly?
We offer an hourly rate on a per agent basis with a monthly invoice.
Do I have to pay for other extra fees?
There will be no extra fees unless you have specific equipment and facilities requirements outside of our standard setup.
What currency are you using?
We are using the USD currency.
Are there any fees for your IT Team to set up the system for my employee?
Upon engaging our services, we will provide you with a standard system and application that would generally satisfy 90% of all our clients' needs. If you require any additional system upgrade, you can let us know and we'll be able to provide you with a quote to help you implement this system upgrade to your requirements.
If my member is absent or on leave, would there be a cost for the substitute to take over?
In the event that your member is absent or on leave, we have a reserved team to accommodate for such situations. There will be no additional fees for us to assign you this member as it is already included as part of our services.
Where are you position in terms of pricing in the market? Is it expensive?
We offer very competitive fixed rates depending on the services you need. Please contact us for a free quote!