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Founded in 1998 and based in the Metro Manila’s financial district of Bonifacio Global City, Talk BPO operates 24/7 serving companies in Australasia, Singapore, North America, and Europe. It provides services to Fortune 500 firms in sectors such as IT, telecoms, software development, and financial services. The company operates offshore contact centre support services on behalf of its clients, such as tech-support, customer services, and sales. Talk BPO estimate that it saves its clients up to 70% off their operational expenditure costs by outsourcing either partial or full operations to them.
As with Goldfish’s other customers in The Philippines, Talk BPO use both its cloud phone system and its contact centre management software Quvu, which allows them to manage performance in real-time from their respective headquarters across the world. This provides greater transparency of their operations and allows them to closely manage their offices based overseas.
Michael Conroy, Co-Founder of Talk BPO, said: “we had some clear requirements that needed to be fulfilled. First, the system had to be reliable and easy-to-use by our English-speaking agents. Second, it had to be flexible so it could be tailored to our clients preferred outsourcing set up. Third, it had to allow our clients access to their offshore services in real-time, from overseas locations, so they can monitor performance closely. Quvu, fitted the bill perfectly; without it we wouldn’t be able to offer the high levels of customer service that we need to provide for our clients’ customers.”
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