A BPO company
built around WFM principles
From the creators of the industry’s leading Workforce Management Solution,
with over 20 years of experience in optimizing front- and back-office workforces,
we deliver on-demand, tailored BPO services exactly when and where you need them
— no more, no less.
From the creators of the industry’s leading Workforce Management Solution, with over 20 years of experience in optimizing front- and back-office workforces, we deliver on-demand, tailored BPO services exactly when and where you need them — no more, no less.
From the creators of the industry’s leading Workforce Management Solution, with over 20 years of experience in optimizing front- and back-office workforces.
A trusted partner for your CX excellence
FrontLogix is a next-gen Customer Experience (CX) BPO that skillfully merges industry knowledge, state-of-the-art technology, and expert assistance.
Our success is rooted in our years of experience and innovation in Workforce Management. After developing an industry-leading WFM tool ‒ used by thousands of CX disruptors ‒ we have honed our expertise to create a BPO built around WFM principles: FrontLogix.
As such, our BPO services are truly optimized to provide the best CX at optimal service levels – and at the lowest cost.
OUR APPROACH
Characterized by a strong commitment to flexibility, quality, and client-centricity, we refuse to put our clients in a box.
A trusted partner for your CX excellence
FrontLogix is a next-gen Customer Experience (CX) BPO that skillfully merges industry knowledge, state-of-the-art technology, and expert assistance.
Our success is rooted in our years of experience and innovation in Workforce Management. After developing an industry-leading WFM tool ‒ used by thousands of CX disruptors ‒ we have honed our expertise to create a BPO built around WFM principles: FrontLogix.
As such, our BPO services are truly optimized to provide the best CX at optimal service levels – and at a lowest cost.
How is our approach different from traditional BPO companies?
WFM Analysis =
Predictive Staffing
Our team of WFM experts thoroughly analyzes your data to gain deep insights into your unique staffing requirements. We then accurately forecasts the necessary staffing levels (predictive staffing.)
Predictive Staffing =
Improved Resource Management
With our predictive approach, you'll experience a seamless allocation of agents, scaling up during peak periods and scaling down during quieter times.
Improved Resource Management =
Increased Customer Satisfaction
As a result, we are able to offer a consistently high level of service, with shorter wait times, which in turn fosters stronger customer satisfaction, loyalty and retention.
Top-tier Agents =
Unmatched Service Levels
Our agents are selected Outstanding communication skills and ‘service in the voice’ are essential qualities we seek in potential candidates. Fluent in multiple languages and adept at utilizing the most advanced technology, our agents are trained to resolve queries in a single contact.
How is our approach different from traditional BPO companies?
WFM Analysis =
Predictive Staffing
Our team of WFM experts thoroughly analyzes your data to gain deep insights into your unique staffing requirements. We then accurately forecasts the necessary staffing levels (predictive staffing.)
Improved Resource Management =
Increased Customer Satisfaction
Our data-driven approach ensures improved resource management, which in turn minimizes idle time, and maximizes agent productivity.
As a result, we are able to offer a consistently high level of service, with shorter wait times, which in turn fosters stronger customer satisfaction, loyalty and retention.
Predictive Staffing =
Improved Resource Management
With our predictive approach, you'll experience a seamless allocation of agents, scaling up during peak periods and scaling down during quieter times.
Top-tier Agents =
Unmatched Service Levels
Our agents are selected through an intense six-step recruitment process and stand among the best in the industry.
Outstanding communication skills and ‘service in the voice’ are essential qualities we seek in potential candidates. Fluent in multiple languages and adept at utilizing the most advanced technology, our agents are trained to resolve queries in a single contact.
Our Services
WFM-Managed Services
Cost-effective access to experienced WFM resources
Strategic WFM support and consultation
Optimization of workforce resources
Data integration in your WFM system
Labor forecasting and scheduling
Comprehensive reporting
Management analytics
Efficiency enhancement
Cost-management improvements
Performance monitoring
Customer Experience
General CX
Customer success management
Technical support
Sales and lead generation
Customer acquisition
Back-office support
Billing support
Digital Customer Support
Chat
SMS
Social media
In-app messaging
Training and Development
Assessment, evaluation and planning
Talent mobility
Curriculum design
Learning Management System (LMS)
Training support
Knowledge management
Onboarding
Data and analysis
Quality Management
Monitoring inbound calls
Monitoring outbound calls
Monitoring non-call agent interactions
Workload reports
Individual agent reports
Operational efficiency strategy
Coaching
Training curriculum improvement
Maintaining evaluation / scorecards
Weekly reports
Our Services
WFM-Managed Services
Cost-effective access to experienced WFM resources
Strategic WFM support and consultation
Optimization of workforce resources
Data integration in your WFM system
Labor forecasting and scheduling
Comprehensive reporting
Management analytics
Efficiency enhancement
Cost-management improvements
Performance monitoring
Customer Experience
General CX
Customer success management
Technical support
Sales and lead generation
Customer acquisition
Back-office support
Billing support
Digital Customer Support
Chat
SMS
Social media
In-app messaging
Training and Development
Assessment, evaluation and planning
Talent mobility
Curriculum design
Learning Management System (LMS)
Training support
Knowledge management
Onboarding
Data and analysis
Quality Management
Monitoring inbound calls
Monitoring outbound calls
Monitoring non-call agent interactions
Workload reports
Individual agent reports
Operational efficiency strategy
Coaching
Training curriculum improvement
Maintaining evaluation / scorecards
Weekly reports
Our Services
WFM-Managed Services
Cost-effective access to experienced WFM resources
Strategic WFM support and consultation
Optimization of workforce resources
Data integration in your WFM system
Labor forecasting and scheduling
Comprehensive reporting
Management analytics
Efficiency enhancement
Cost-management improvements
Performance monitoring
Customer Experience
General CX
Customer success management
Technical support
Sales and lead generation
Customer acquisition
Back-office support
Billing support
Digital Customer Support
Chat
SMS
Social media
In-app messaging
Training and Development
Assessment, evaluation and planning
Talent mobility
Curriculum design
Learning Management System (LMS)
Training support
Knowledge management
Onboarding
Data and analysis
Quality Management
Monitoring inbound calls
Monitoring outbound calls
Monitoring non-call agent interactions
Workload reports
Individual agent reports
Operational efficiency strategy
Coaching
Training curriculum improvement
Maintaining evaluation / scorecards
Weekly reports
Technology-enabled, human-driven
As such, we remain dedicated to making ongoing investments in technology and training, and fully integrating the two to provide exceptional BPO services that keep our clients coming back for more.
What is a BPO company?
BPO stands for Business Process Outsourcing Company ‒ a powerful ally for any business looking to improve operational efficiency and increase profits.
By partnering with a BPO, businesses can offload certain processes to a dedicated outside team, freeing up resources and allowing them to focus on their core business processes and deliver on their mission statement.
With the help of a BPO, businesses can tackle short-term tasks or long-term projects with ease, safe in the knowledge that their chosen partner will deliver results in a timely and efficient manner.
BPO companies provide cost-effective solutions, highly experienced professionals, and flexible operations, making them a powerful extension to your in-house team.
Whether the goal is to save costs or focus on core competencies, a BPO company is a smart choice for businesses of all sizes.
What is a BPO company?
BPO stands for Business Process Outsourcing Company ‒ a powerful ally for any business looking to improve operational efficiency and increase profits.
By partnering with a BPO, businesses can offload certain processes to a dedicated outside team, freeing up resources and allowing them to focus on their core business processes and deliver on their mission statement.
With the help of a BPO, businesses can tackle short-term tasks or long-term projects with ease, safe in the knowledge that their chosen partner will deliver results in a timely and efficient manner.
BPO companies provide cost-effective solutions, highly experienced professionals, and flexible operations, making them a powerful extension to your in-house team.
Whether the goal is to save costs or focus on core competencies,
a BPO company is a smart choice for businesses of all sizes.
Join the ranks of successful businesses that have harnessed the power of outsourcing.
The advantages of offshore BPO services
The difference between BPOs
and Call Centers
While they do share some similarities, there is a significant difference between BPOs and Call Centers.
A BPO offers a wider range of business process services, including those provided by call centers.
In essence, a call center is a subcategory of services offered by a BPO company.
Call centers specialize in customer service and support that fall in the realm of front-office tasks. The primary focus of call centers is to provide customer support to maintain existing customers’ satisfaction while also acquiring new customers.
BPO may offer all the front-office services that call centers provide — and much more. BPOs are also responsible for managing client relationships and carrying out crucial back-end business operations behind the scenes.
BPO providers often take on a more strategic role in their clients’ businesses, working closely with them to identify opportunities for process improvements and cost savings.
BPOs have the expertise to understand a client’s business processes and make recommendations that can drive growth, reduce expenses, and increase productivity.
Call centers, on the other hand, are typically more focused on executing specific tasks and processes within a defined set of parameters. Call centers provide customer support services and are more concerned with delivering satisfactory customer service experiences, resolving customer issues, and handling inquiries.
In terms of staffing, BPO providers often require more specialized expertise and experience, particularly in areas such as finance and accounting or IT.
BPO providers need highly skilled professionals to handle complex processes that require knowledge and experience in specialized fields. BPO providers also invest in training their staff to maintain a high level of quality in their services.
Call centers, by contrast, typically rely on a large number of entry-level employees who are trained to handle customer service inquiries and provide basic technical support. Call centers hire staff in bulk, and their focus is on providing timely customer support and handling a large volume of calls.
Finally, there is a difference in the way that BPO and call centers are pricing their services.
BPO services are typically priced on a project or contract basis, with the client paying a set fee for a defined scope of work. BPO providers offer a variety of pricing models based on the specific requirements of the client. Pricing models may include pay-per-hour, pay-per-project, or pay-per-month. This pricing model provides greater transparency, and clients can easily budget for their outsourcing expenses.
Call centers, on the other hand, are often priced on a per-minute or per-call basis, with the client paying for the volume of calls or interactions handled. Call center pricing is highly dependent on the volume of calls and the type of services offered. This pricing model can be challenging for clients to budget as call volumes can fluctuate, and it is difficult to predict the exact number of calls or interactions that will be handled.
The difference between BPOs
and Call Centers
While they do share some similarities, there is a significant difference between BPOs and Call Centers.
A BPO offers a wider range of business process services, including those provided by call centers.
In essence, a call center is a subcategory of services offered by a BPO company.
Call centers specialize in customer service and support that fall in the realm of front-office tasks. The primary focus of call centers is to provide customer support to maintain existing customers’ satisfaction while also acquiring new customers.
BPO may offer all the front-office services that call centers provide — and much more. BPOs are also responsible for managing client relationships and carrying out crucial back-end business operations behind the scenes.
BPO providers often take on a more strategic role in their clients’ businesses, working closely with them to identify opportunities for process improvements and cost savings.
BPOs have the expertise to understand a client’s business processes and make recommendations that can drive growth, reduce expenses, and increase productivity.
Call centers, on the other hand, are typically more focused on executing specific tasks and processes within a defined set of parameters. Call centers provide customer support services and are more concerned with delivering satisfactory customer service experiences, resolving customer issues, and handling inquiries.
In terms of staffing, BPO providers often require more specialized expertise and experience, particularly in areas such as finance and accounting or IT.
BPO providers need highly skilled professionals to handle complex processes that require knowledge and experience in specialized fields. BPO providers also invest in training their staff to maintain a high level of quality in their services.
Call centers, by contrast, typically rely on a large number of entry-level employees who are trained to handle customer service inquiries and provide basic technical support. Call centers hire staff in bulk, and their focus is on providing timely customer support and handling a large volume of calls.
Finally, there is a difference in the way that BPO and call centers are pricing their services.
BPO services are typically priced on a project or contract basis, with the client paying a set fee for a defined scope of work. BPO providers offer a variety of pricing models based on the specific requirements of the client. Pricing models may include pay-per-hour, pay-per-project, or pay-per-month. This pricing model provides greater transparency, and clients can easily budget for their outsourcing expenses.
Call centers, on the other hand, are often priced on a per-minute or per-call basis, with the client paying for the volume of calls or interactions handled. Call center pricing is highly dependent on the volume of calls and the type of services offered. This pricing model can be challenging for clients to budget as call volumes can fluctuate, and it is difficult to predict the exact number of calls or interactions that will be handled.
The difference between BPOs and Call Centers
While they do share some similarities, there is a significant difference between BPOs and Call Centers.
A BPO offers a wider range of business process services, including those provided by call centers.
In essence, a call center is a subcategory of services offered by a BPO company.
Call centers specialize in customer service and support that fall in the realm of front-office tasks. The primary focus of call centers is to provide customer support to maintain existing customers’ satisfaction while also acquiring new customers.
BPO may offer all the front-office services that call centers provide — and much more. BPOs are also responsible for managing client relationships and carrying out crucial back-end business operations behind the scenes.
BPO providers often take on a more strategic role in their clients’ businesses, working closely with them to identify opportunities for process improvements and cost savings.
BPOs have the expertise to understand a client’s business processes and make recommendations that can drive growth, reduce expenses, and increase productivity.
Call centers, on the other hand, are typically more focused on executing specific tasks and processes within a defined set of parameters. Call centers provide customer support services and are more concerned with delivering satisfactory customer service experiences, resolving customer issues, and handling inquiries.
In terms of staffing, BPO providers often require more specialized expertise and experience, particularly in areas such as finance and accounting or IT.
BPO providers need highly skilled professionals to handle complex processes that require knowledge and experience in specialized fields. BPO providers also invest in training their staff to maintain a high level of quality in their services.
Call centers, by contrast, typically rely on a large number of entry-level employees who are trained to handle customer service inquiries and provide basic technical support. Call centers hire staff in bulk, and their focus is on providing timely customer support and handling a large volume of calls.
Finally, there is a difference in the way that BPO and call centers are pricing their services.
BPO services are typically priced on a project or contract basis, with the client paying a set fee for a defined scope of work. BPO providers offer a variety of pricing models based on the specific requirements of the client. Pricing models may include pay-per-hour, pay-per-project, or pay-per-month. This pricing model provides greater transparency, and clients can easily budget for their outsourcing expenses.
Call centers, on the other hand, are often priced on a per-minute or per-call basis, with the client paying for the volume of calls or interactions handled. Call center pricing is highly dependent on the volume of calls and the type of services offered. This pricing model can be challenging for clients to budget as call volumes can fluctuate, and it is difficult to predict the exact number of calls or interactions that will be handled.
Jagdish Dalal, CEO of Corporate Affairs"The need for access to talent will lead companies to think about outsourcing as a means of accelerating innovation and gaining competitive advantage.
This will lead to a transformation of the outsourcing profession where innovation will be valued much higher than pure cost savings"
