What is Call Center BPO?
Call Center BPO (Business Process Outsourcing) involves third-party providers managing customer interactions for businesses. iHelpBD offers call center BPO services where we include staffing, software solutions, voice and non-voice support, and connectivity solutions. This allows companies to focus on core operations while ensuring efficient customer service through trained personnel and advanced technology integrations.
Why choose iHelpBD’s BPO service
Trained Human Resource for BPO Services
Call center BPO operations involve skilled agents who efficiently manage customer interactions across various channels. Team leaders and supervisors oversee workflows, ensuring service quality, while QA executives assess and maintain high standards. Trainers develop comprehensive programs to equip staff with the skills needed for consistent and effective service delivery.
Call Center Agents
professionals who handle customer interactions efficiently, providing support and solutions through voice, chat, or other communication channels. They are trained to manage inquiries, resolve issues, and enhance customer satisfaction.
Monitoring (Team Leader and Supervisor)
Team leaders and supervisors oversee the call center operations, ensuring that agents meet performance standards. They monitor calls, provide guidance, and assist in managing workflows to maintain service quality and efficiency.
Quality Control (QA Executive)
QA executives are responsible for assessing the quality of service provided by call center agents. They review calls and other interactions, ensuring compliance with protocols and identifying areas for improvement to maintain high service standards.
Trainer
Trainers develop and conduct training programs for new hires and existing employees. They ensure that all team members are well-equipped with the necessary skills and knowledge to perform their tasks effectively, leading to consistent service delivery
Work Station
iHelpBD's workstations are designed for efficiency and comfort, featuring cubicle desks that minimize distractions, high-performance PCs, noise-canceling headphones, and reliable internet connectivity. The modern, air-conditioned office space ensures a productive environment with essential amenities, including sound-absorbing materials that promote clear communication and team collaboration
Office Space
iHelpBD's modern 6,000 sq ft office in Dhanmondi, Dhaka, is designed for efficient BPO operations, providing a professional environment with high-speed internet, dedicated workstations, meeting rooms, and advanced communication tools.
Cubicle Desk
iHelpBD employs cubicle desks to create an efficient workspace for call center agents. Each cubicle provides a semi-enclosed area, typically 5-6 feet high, promoting focus while maintaining a collaborative atmosphere.The cubicle setup also facilitates easy access to shared resources, fostering teamwork and communication.
Laptop/PC
To ensure a quiet and productive environment, iHelpBD utilizes special sound-absorbing materials in their cubicle desks. These include acoustic panels and desk partitions designed to reduce background noise, block echoes, and create a more comfortable workspace for call center agents.
Headphone (Call Center Standard)
iHelpBD ensures reliable and continuous call center operations by offering high-speed, dedicated internet connectivity. By utilizing multiple internet service providers, iHelpBD minimizes the risk of downtime and guarantees uninterrupted communication, even during peak hours.
Internet Connectivity
Specialized noise-canceling headphones are provided to enhance communication clarity during calls.
A/C Room
All workstations are set in air-conditioned rooms, providing a comfortable workspace for employees.
Noise-Free Work Station
Equipped with high-performance laptops and PCs to facilitate smooth
iHelpBD's Software Solutions
Call Center Dialer System
It’s a comprehensive software solution designed to enhance call center operations through several innovative features including predictive dialing, which automatically calls multiple numbers simultaneously. The advanced Interactive Voice Response (IVR) system allows for automated customer interactions, call handling and directing callers to the appropriate agents based on their needs. Additionally, real-time analytics provide valuable insights into call center performance, enabling managers to make data-driven decisions and optimize processes. The system supports integration with existing platforms, allowing for enhanced flexibility and user experience in managing customer interactions across various channels.
CRM
iHelpBD’s CRM solution centralized customer data, streamlines interactions, and enhances sales and support processes. It helps manage client relationships, track leads, and monitor sales activities, boosting overall business efficiency.
Complaint Management
The complaint management system allows businesses to log, categorize, and resolve customer complaints efficiently. It ensures customer issues are addressed systematically, improving client satisfaction and fostering trust.
Ticket based issue resolution systems
iHelpBD's ticketing system organizes customer inquiries into trackable tickets, enabling quick and effective resolution. It helps support teams prioritize tasks and streamline communication, leading to faster response times and improved customer service.
Non-voice or social media query management
We offer Non-Voice or Social Media Query Management Software Services to consider the growing importance of social media platforms in customer interactions, and we have developed a robust system to handle these engagements efficiently.
Voice base service
We offer advanced voice communication solutions, including inbound and outbound voice support for customer service, sales, and technical assistance. Our voice-based services are enhanced with Interactive Voice Response (IVR) systems that handle customer queries efficiently, routing calls to the appropriate departments based on input.
Data Center
Data Management
iHelpBD ensures the secure and long-term storage of critical business and customer data. Their data center infrastructure and systems engineers implement advanced preservation methods, including encryption and backup solutions, to prevent data loss and ensure continuity.
Data Connectivity
iHelpBD offers reliable, high-speed dedicated multiple connectivity to ensure smooth and uninterrupted communication for its call center operations. This connectivity enhances data transfer, reduces latency, and maintains consistent service quality for clients.
Data Security
iHelpBD prioritizes data security by implementing robust strategies to protect sensitive information from unauthorized access, alteration, or loss. Their systems engineers deploy encryption, firewall protections, and access controls, ensuring data remains secure throughout its lifecycle.
Dr Side
iHelpBD, a prominent Business Process Outsourcing (BPO) service provider, places a strong emphasis on data security and operational continuity. Their comprehensive data protection strategy is anchored by the "Dr. Side" system, which integrates multiple backup data centers with the primary facility.
Back-Up System
Electricity Backup
iHelpBD ensures uninterrupted power supply by utilizing both generators and online UPS systems. This setup provides immediate backup during power outages, maintaining smooth operations without disruptions.
Internet Connectivity Backup
iHelpBD ensures uninterrupted power supply by utilizing both generators and online UPS systems. This setup provides immediate backup during power outages, maintaining smooth operations without disruptions.
Short code users'
connectivity back-ups
Data connectivity enables call center agents to make calls without an internet connection, provided the appropriate system setup is in place. This is particularly advantageous for businesses utilizing 5-digit short codes—special phone numbers that facilitate easy customer access.
Data center Back-Up
iHelpBD has implemented a comprehensive data center backup system to safeguard its Business Process Outsourcing (BPO) client data. This system features multiple redundant data centers that act as fail-safes, ensuring continuous access to critical data and services even if one center experiences a failure.
Benefits of Using iHelpBD's call center BPO Service
Choosing iHelpBD’s Call Center BPO services comes with several key benefits that enhance operational efficiency and customer satisfaction
Cost Efficiency
Outsourcing to iHelpBD allows businesses to save on overhead costs, as they don’t need to invest in infrastructure, technology, or training.
Expertise and Quality
iHelpBD employs trained call center agents and quality control executives who ensure high standards in customer interactions, leading to improved customer satisfaction and loyalty.
Advanced Technology
With robust software solutions like CRM and complaint management systems, iHelpBD enhances operational efficiency, enabling businesses to run easy processes and maintain effective communication with customers.
Flexible Infrastructur
iHelpBD’s modern office space and cubicle design promote productivity while ensuring a comfortable environment for employees, contributing to better performance.
Reliability and Security
With a focus on data security and multiple backup systems (electricity, internet, and data centers), iHelpBD ensures continuous operations and the safety of sensitive client information.
Scalability
iHelpBD offers flexible solutions that can grow with your business, allowing for easy scaling of services as demand fluctuates.
Comprehensive Support
Their services include both voice and non-voice support, covering a wide range of customer interaction needs, including social media management.
