Frequently Asked Questions
BPO stands for business process outsourcing and it involves contracting a third-party to provide specific business functions. Various operational processes are necessary to make a business run; however hiring a permanent employee to manage each process can be expensive. Business process outsourcing enables a business owner to utilize experts to manage these duties without the costs associated with hiring permanent staff members.
Several market factors in the United States, including the recent increase in the minimum wage, the rising cost of infrastructure and the ever-changing demand for new technology, has made the value of outsourcing more prominent than ever before.
Outsourcing will reduce labor costs, operational costs and technology costs. It eliminates the budget that would be necessary for recruitment and training. It also reduces the need to invest in office space, furniture, equipment, human resource functions and technology. The cost savings can enable a business to maintain lower rates, which will improve its competitive advantage in the market.
Outsourcing will not only save you money, but time as well – time that can be used to focus on growing and improving your business. A corporate executive’s time is best spent developing strategies in core business areas, not worrying about the day-to-day activities that keep the business running.
Outsourcing not only saves time for the executives, but it saves time overall. Confie BPO employees are experts in their respective areas and can handle projects more efficiently and effectively than an internal employee with limited training and lack of access to sophisticated technology.
Just like you are an expert in your industry, Confie BPO hires and trains experts in the operational processes that will improve your business outcomes. Confie BPO has helped complex organizations enhance efficiency, improve customer relationships and reduce costs for nearly 20 years. Confie not only excels at optimizing operations and achieving results for our clients, we have won numerous awards for our positive workplace.
Confie BPO specializes in the finance industry, but serves a wide array of industries including automotive, energy and utilities, healthcare and insurance, retail and e-commerce, technology, media and communications, and travel and hospitality.
Confie offers a number of services that will be useful in reaching your business goals. These offerings include customer service, inbound and outbound sales, customer retention, lead generation, technical support, facility and procurement, payment processing, management, accounting and receivables, direct response marketing, administration and back office processing.
Confie BPO provides a competitive advantage that sets it apart from other BPO organizations. This competitive advantage includes leadership experience, continual process improvement, gamification and a proven technology platform.
This four-part competitive advantage ensures the success of your contract with Confie every step of the way. Through this advantage, Confie’s leadership team is led by a “solution oriented” mindset. Continual process improvement establishes key performance indicators, which are measured and adjusted to achieve results. Confie employees are consistently motivated through gamification challenges and contests. The proven technology platform provides that Confie BPO is utilizing state-of-the-art equipment that ensures your business security and continuity.
Confie BPO currently has more than 1,000 staff members and has the capacity to hire 1,500 employees in total. These employees have superior English speaking skills and nearly all of the agents can speak English at a native level. Eighty-three percent of Confie BPO’s workforce has lived in the United States and 76 percent currently has family in the U.S.
The Confie BPO facility is located in Tijuana in a state-of-the-art building, which allows the team to operate 24 hours a day and 365 days a year with maximum efficiency. The brand new building was constructed for Confie BPO in 2016 and is in the LEED certification process, which will make it one of the first “green” buildings in Tijuana.
The benefit of Confie BPO’s location is it is a five hour flight from New York, one hour drive time from San Diego, California and one mile from the U.S.-Mexico border. This significantly reduces the travel costs of partnering with an offshore BPO.
Process outsourcing provides benefits to a business of any size. For a small business, BPO reduces overhead, which results in increased revenue for operational growth. It also allows for flexibility and reduces risk as business objectives change.
While outsourcing has benefited start-ups it has also been implemented by Fortune 500 companies. BPO can benefit large businesses during times of significant change or rapid growth.
Regardless of its size, any business will benefit from the BPO advantages of decreased costs, speed and efficiency and flexibility.
In order to achieve positive results, it is important that Confie BPO understands your business needs. Confie has a proven assessment process that ensures the ideal program and approach for your business is implemented. The steps of the process include: assessment, preparation, evaluation, commitment, transformation and transition, and optimization.
In the assessment step, Confie BPO will work with your organization to define objectives and identify your needs. In the preparation step, critical metrics will be identified and required systems will be determined. Responses are assessed in the evaluation stage. In the commitment step, Confie will draft and execute an agreement. In the transformation and transition stage, service will be implemented. In the optimization stage, Confie will ensure that the outsourcing arrangement is managed and continually improved.
A call center is a centralized office that handles large volumes of calls. An inbound call center handles customer service support and information inquiries while an outbound call center can be used for market research or telemarketing.
Call centers are often outsourced because it requires major facility and equipment investments to set-up a center internally. Outsourcing a call center allows for flexibility and scalability based on your business’ needs at any given time.
Outsourcing a call center with Confie BPO, ensures that customer support will be available 24/7/365. It also includes the benefit of multi-channel engagement. Wherever your customers are, Confie will be there as our agent communication methods include voice, email, web chat, IM, SMS and social channels.