At Transparent BPO, we believe every touchpoint with the customer is an opportunity to push beyond the expected. That’s why we push boundaries and ourselves to ensure every person’s experience is better than the one before.
From our open model and ongoing pursuit for better results to our engaged and empowered agents, every interaction is made with the intent of elevating experiences and strengthening relationships with your brand.
Transparent BPO Is Built on Four Pillars
Open model
In business, no one likes surprises.
That’s why we operate with complete transparency — into our processes, technology, people, and results. We keep you informed at every turn, notifying you immediately if something needs your attention or if we’ve identified opportunities for improvement.
Passionate culture
Quality. Clients. Community. Transparency.
These aren’t buzzwords to us; they’re our values, our passions, and ingrained in our actions. We help you consistently hit — and outperform — your KPIs. We work with you as your partner to positively impact your business
Innovative approaches
What works for one company won’t necessarily work for yours.
That’s why we don’t believe in cookie-cutter contact center services. Yes, we leverage proven processes and best practices, but we also pride ourselves in thinking differently.
People over policy
At Transparent BPO, people are our priority.
Everyone — you, your customers, and our employees — deserve to know that they are important. And they will because we’re not beholden to policies. We believe in flexibility.
Every experience with your brand makes a difference. And interactions with your contact center are no exception.
Your business is our business, and we want to see it succeed. We embrace your brand and actively look for ways to optimize your customer service. Every day is an opportunity — one to push the boundaries on what we do and most importantly, on what we can achieve, together.
Experience the Transparent BPO Difference
Native English Speakers – We are a nearshore contact center provider based in Belize, an English-speaking country. Our agents grew up speaking English and did not have to learn it as a second language — a factor that is of no small consequence when dealing with U.S.-based customers.
U.S. Cultural Affinity – Before coming to TBPO, many of our agents worked in the tourism industry, which benefits from over a million American visitors every year. Also, U.S. channels dominate Belizean television and include everything from cable news to lifestyle networks to sports, movies, and more. This combination of face-to-face interaction and media influence gives our agents an understanding of U.S. culture that offshore providers do not have.
Continual Process Methodology – TBPO’s management team uses a continual process methodology to identify, monitor, and improve behaviors that positively impact the KPIs important to our clients and their customers.
360-Degree Feedback – As part of our continual process methodology, we adhere to a 360-degree feedback loop for influencing quality results to propel behavior-based improvements within agent recruiting, training, and operations management.
Proven Results – As evidenced by our casestudies and testimonials, we consistently outperform domestic, outsourced, and in-house contact centers on operational metrics such as quality, customer experience, and revenue per call.
Open-door Policy – We have an open-door policy at TBPO. As a client, you are welcome to visit our Belize call center operations anytime, sit with our agents to listen in on calls, or spend time with our floor managers to see how they coach. If you want to have an office here to oversee operations, we welcome that as well. We also provide an open door via real-time access to calls, call recordings, and program metrics. As a client, you can listen to calls live in real-time and hear actual agent-customer interactions, not just carefully selected, filtered “good” calls.
U.S.-based Client Services – Our client services team is based in the United States, which removes any disconnect that often occurs with an offshore or nearshore partner. The team’s broad experience managing in-house and outsourced operations allows us to forge real partnerships with our clients. We understand your goals and work collaboratively with you to achieve the results you deserve.
Span of Control – Our operations management structure is unique and has been built to maximize success. We have ensured a tight span of control with our industry low agents to team leader ratio, providing our agents with the resources, tools, direction, and expertise to address customer issues. In addition to the U.S.-based Client Services team that acts as a day to day point of contact, all supporting areas — Human Resources, Training, Quality, and Management — are accessible and involved in operations to avoid the challenges of a stacked hierarchy restricting the flow of information.
Customized Reporting – We don’t restrict clients merely to base metrics that may not provide the actionable data needed to transform their operations. Instead, we have 100s of customizable reports we can deliver in any method you choose.
Legacy of Quick Ramps – Unlike large providers with their rigid policies and siloed departments, Transparent BPO’s robust implementation process, span of control, collaborative culture, and state-of-the-art technology combine to make change happen… quickly and efficiently… and not just where new clients are concerned but for new products and services as well.
Scalable Recruiting & Hiring – Our recruiting methodology is rigorous and scalable. We can hire from five to 500 new employees with equal ease and match the right agent profile with our client’s expectations. We look at a variety of attributes such as education, English speaking skills, computer skills, and attitude. This allows us to pick only the best agents and train them for your campaign. Plus, our “Rising Stars” rewards program incentivizes growth for employees who want to make working in the contact center industry a career path.
Technology Infrastructure – Transparent BPO built and maintains its technology infrastructure with reliability and uptime as a key goal. We have redundancy between our data centers in Miami and Belize through ARCOS, the undersea fiber ring which connects the Americas and the Caribbean. If one data center goes down, we can quickly reroute to the other and keep the network running. Battery and generator backup further ensures reliability.
Multi-channel Platform & Omnichannel Support – We offer a multi-channel platform that includes voice (inbound and outbound), email, webchat, IVR, back-office processing, and quality assurance. More importantly, we provide omnichannel support: Instead of each channel operating in silos, we can look across the enterprise, identify trends, and adapt as necessary to stay on target, thereby delivering consistent customer experience across all channels.
Real-time Changes – If you have an outbound program and offer a new product, we can edit and revise scripts in real-time to improve quality and conversion performance.
Secure Network – It’s our responsibility as a premier contact center services provider to protect our clients’ brands, which includes offering high-level services to their customers while safeguarding payment information. That’s why we made a significant investment to receive and continue to maintain Payment Card Industry (PCI) Level 1 certification.
Isn’t it time to expect more from your contact center partner?
Speak with an advisor to learn what our open model and ongoing pursuit for better results can mean for your business. Schedule a call today!
1-800-276-5140
Why Transparent BPO? Because these clients trusted us to transform their business.
