FrontLogix | Beyond Customer Care

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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 lower 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

E-mail

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

E-mail

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

E-mail

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

Working on the line

Technology-enabled, human-driven

At FrontLogix, we understand the power of technology as an enabler, but we also recognize that a personalized customer experience is what truly fosters brand loyalty.

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.

Join the ranks of successful businesses that have harnessed the power of outsourcing.

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

Offshore BPO services present a lucrative solution for scaling up rapidly and accessing a global talent pool, driving business growth in many ways:
  • BPOs specialize in their domain and they hire and train the best managers for the jobs. As a result, their partners can benefit from their expertise without having to spend years on in-house training.

  • Offshore outsourcing extends beyond professional expertise. It grants access to a versatile workforce and a global talent pool of highly skilled teams from various parts of the world.

  • Outsourcing hotspots offer a well-educated workforce. North Macedonia, for instance, boasts a tertiary degree attainment rate of 64%.

  • Lower living expenses in outsourcing countries translate into substantial cost savings for businesses.
  • By partnering with BPOs, companies can relieve themselves of the costs associated with employee benefits, health insurance, and retirement. These expenditures are instead shouldered by the BPO partners.

  • Companies that engage in offshore outsourcing stand to benefit from tax reductions and exemptions in certain countries. These reductions are typically based on business activity, location, and level of investment, helping businesses to free up capital for other purposes.

  • Time zone differences between outsourcing countries facilitate coverage of opposite shifts, ensuring that customer service is available around the clock.
  • 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.

    "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"

    Jagdish Dalal, CEO of Corporate Affairs