Cost Effective, Turnkey Outsourcing Solutions
Business Process Outsourcing (BPO) is a well established, growing industry that is becoming an essential requirements for most businesses. At NetPulse, we simply do it better, using qualified and experienced Canada-based staff, proven systems, and rigorous, ISO based processes.
You obtain immediate and significant benefits in terms of costs, quality, process improvement, and customer satisfaction. Over time, we will even help you increase revenue through improved reputation and new customer acquisitions.
Most of our clients see a minimum 30% to 35% cost reduction when we manage their numerous non-core business processes. These reductions do not include other significant savings in hiring, training, terminations, telecommunications, rent, hardware amortization, management burden, and overhead.
Quality and Process Improvement
We ensure continuous monitoring of the quality of transactions that occur between our agents and our clients’ customers. Measurable quality improvements in response times, error reduction, agent productivity and process documentation, are enforced through industry-leading Service Level Assurance contracts.
Our recruitment system includes written tests, interviews and a battery of psychological and language tests. Additionally, we have formalized programs for:
- The delivery of agent customer service training
- Product and domain knowledge
- Accent neutralization for offshore agents
To serve you better, our personnel are ITIL Tier I, II, and III and Six Sigma certified.
Our service offerings utilize a wide range of voice, data, and network technologies built on industry leading platforms, including advanced telephony applications, CRM, ticketing, remote desktop control, security, and other systems.