Frequently Asked Questions

BPO FAQ

  • BPO stands for business process outsourcing, which is the practice of using third-party providers for specified business functions.

  • Business process outsourcing (BPO) is the practice of outsourcing or contracting out certain business responsibilities to a third-party provider. Business process outsourcing is ideal for businesses who need a flexible, cost-effective solution to an essential business function. Common BPOs include customer service, accounting, human resources, and IT, but every business function can be offered in the format of a BPO.

  • Common types of business process outsourcing include:

    • Customer service

    • Call center

    • Sales

    • Accounting

    • Marketing

    • IT

    • Research

    • Logistics

    • Legal

    BPO services can also be organized as back office services, which refer to those administrative tasks that keep the business running like accounting, and front office services, which refer to customer facing roles like customer service and sales.

  • A call center is a type of BPO. A call center may offer more than one type of BPO. For example, a single call center can provide outsourced inbound customer service support alongside outbound sales. There are also many BPOs that do not operate through call centers, such as outsourced accounting and IT services.

  • Call center outsourcing is an integral part of many business operations thanks to its plethora of benefits. Call center outsourcing allows a company to majorly cut costs on a particular process while increasing efficiency and speed, as the BPO they use is highly specialized in that process. The company leaders and employees can instead focus on their primary functions and not get bogged down in repetitive tasks, such as answering customer questions or processing payments.

    Call center outsourcing also allows you to ensure that you are connecting your customers with real people, rather than sending them to help articles or leaving them on long wait times. Call center employees can be specially trained for the needs of your business and your customers.

  • Front office BPO is the outsourcing of customer-facing tasks and business functions, such as customer service, sales, and technical support. These roles are traditionally those that would take place in the “front office” where customers interact with employees, thus getting its name. The partner to front office BPO is back office BPO, which refers to outsourcing internal business processes like IT and accounting.

  • An omnichannel contact center is a BPO that provides multiple channels of communication support, typically in customer experience and customer service (CX). These contact centers can provide support for customers by more than just phone, using channels like email, chat, social media, and text messaging to provide service.

SiBS FAQ

  • We offer a wide range of BPO services, with specializations in:

    • Healthcare outsourcing

    • Legal processes outsourcing

    • Telecommunications customer service

    • Real estate customer service

    • Back-office support for startup to medium-sized businesses

  • Very well! We guarantee that the Operations Manager assigned to you can speak fluent English. We know how important communication is, so we only hire operations managers with proven communication skills, as well as extensive project management training and relevant industry experience.

  • We have two offices throughout the Philippines employing close to 600 people. Each of our offices, located in Tagum City and Davao City respectively, has 300 seats.

  • We are continually growing and acquiring multiple new campaigns in inbound customer service, outbound campaigns, and multi-channel campaigns. Overall, we currently manage campaigns for over 30 clients, serving businesses of all types, from start-up companies to medium-sized firms.

  • We provide foundation skills training before any campaign we launch, so all of our team members can deliver the same level of exceptional service. Next, we profile which of these trainees will be most suitable for your campaign, selecting the best to work for your campaign. Then, we will implement a “Train the Trainer” training model or send team members to you for the first batch of direct training.

  • We have been in business since 2011. Additionally, our leadership team is proud to have a combined experience of over 30 years. We’re proud to have maintained a low employee turnover rate in that time, with just 5% employee turnover—one of the lowest rates in the country. We credit our Filipino management team for creating an environment of engaged staff where we meet our employees’ needs.

  • We know how important it is to get your campaign off the ground, so we are ready to commit within two weeks. We always have available staff from training that are readily available to undergo specific product and process training.

  • Our BPO campaigns are currently broken down as the following:

    • 70% service campaigns

    • 30% back office administrative campaigns

Have additional questions?

Please schedule a call with us and we can answer your additional questions.