A CONTACT CENTER OPERATOR FOCUSED ON CUSTOMER SUPPORT EXCELLENCE AND CONSISTENT SERVICE DELIVERY.
OPERATED BY TALKPRO TECH LLC (USA)
TALKPRO SOLUTIONS BPO IS THE CONTACT CENTER OPERATING ARM OF TALKPRO TECH LLC, USA. WE RUN CUSTOMER SUPPORT, TECHNICAL SUPPORT, ISP SERVICE ISSUE HANDLING, DISPATCH COORDINATION AND BACK-OFFICE PROGRAMS FOR NORTH AMERICAN PARTNERS — UNDER STRUCTURED QA, WITH NAMED PROGRAM OWNERS AND ACCOUNTABLE SUPERVISION AT EVERY SHIFT.
TALKPRO SOLUTIONS BPO IS A RELIABLE AND STRUCTURED CONTACT CENTER OPERATION FOCUSED ON DELIVERING CONSISTENT CUSTOMER SUPPORT, TECHNICAL SUPPORT, AND CALL CENTER SERVICES WITH QUALITY ASSURANCE AND PROFESSIONAL WORKFLOW MANAGEMENT.
A CUSTOMER OPERATIONS FIRM, NOT A MARKETING AGENCY.
TALKPRO SOLUTIONS BPO IS THE CONTACT CENTER OPERATING ARM OF TALKPRO TECH LLC. WE EXIST TO DO ONE THING WELL: RUN STRUCTURED, ACCOUNTABLE CUSTOMER SUPPORT OPERATIONS ON BEHALF OF PARTNERS THAT NEED A PROFESSIONAL CONTACT DESK — WITH CONSISTENT SERVICE DELIVERY, RECORDED CALLS AND CLEAR PERFORMANCE REPORTING.
THAT MEANS WE SIT ON THE OPERATIONS SIDE OF OUR PARTNERS' BUSINESS — SUPPORTING THEIR CUSTOMERS, HANDLING THEIR INBOUND CARE LINES, RUNNING THEIR OUTBOUND RETENTION CADENCES, COORDINATING THEIR FIELD TEAMS, AND FEEDING THEIR CRM WITH CLEAN, AUDITED DATA.
WE ARE NOT A LEAD-GENERATION SHOP. WE ARE NOT A MARKETING AGENCY. WE ARE A CONTACT CENTER OPERATOR THAT TAKES RESPONSIBILITY FOR SERVICE LEVELS, QA SCORECARDS AND PROGRAM PERFORMANCE — AND WE OPERATE A STRUCTURED ENTERPRISE DELIVERY MODEL SCALED FOR LARGER CUSTOMER SUPPORT PROGRAMS.
WE OPERATE STRUCTURED CONTACT CENTER PROGRAMS FOR NORTH AMERICAN CLIENTS.
WE OPERATE STRUCTURED CONTACT CENTER PROGRAMS FOR NORTH AMERICAN CLIENTS, INCLUDING CUSTOMER SUPPORT, TECHNICAL SUPPORT, AND BACK-OFFICE OPERATIONS. OUR DELIVERY MODEL IS BUILT ON A CLEAR SET OF OPERATING PRINCIPLES — NOT IMPROVISATION.
DEDICATED AGENTS
EACH PROGRAM IS STAFFED WITH A DEDICATED AGENT TEAM TRAINED ON THE PARTNER'S PRODUCT, VOICE AND CRM — NOT POOLED LABOR MOVING BETWEEN ACCOUNTS.
PROGRAM-LEVEL SUPERVISION
REAL-TIME FLOOR SUPERVISION PER SHIFT. A NAMED PROGRAM MANAGER OWNS THE ENGAGEMENT END-TO-END AND IS THE SINGLE ACCOUNTABLE POINT OF CONTACT.
QA MONITORED INTERACTIONS
INDEPENDENT QA FUNCTION SCORING RANDOMLY-SAMPLED RECORDED CALLS AGAINST A CALIBRATED RUBRIC. WEEKLY CALIBRATION SESSIONS MAINTAIN REVIEWER CONSISTENCY.
CRM-TRACKED WORKFLOWS
EVERY CUSTOMER CONTACT CAPTURED IN THE PARTNER CRM WITH NOTES, DISPOSITION CODING AND CALL TRACEABILITY — AVAILABLE FOR PARTNER AUDIT AT ANY TIME.
EVERY PROGRAM RUNS UNDER CLEAR ACCOUNTABILITY AND PERFORMANCE METRICS — WEEKLY REVIEWS, DOCUMENTED SLAS, PARTNER-VISIBLE REPORTING.
SAMPLE QA REPORT AVAILABLE UPON REQUEST.
THREE COMMITMENTS THAT SHAPE HOW WE RUN EVERY PROGRAM.
MISSION
TO RUN CUSTOMER-FACING PROGRAMS AT A QUALITY LEVEL THAT ALLOWS PARTNERS TO OUTSOURCE CONFIDENTLY — WITHOUT LOSING OPERATIONAL CONTROL, BRAND STANDARDS OR VISIBILITY INTO HOW THEIR CUSTOMERS ARE BEING SERVED.
VISION
TO BECOME A RECOGNIZED CONTACT CENTER OPERATOR FOR CUSTOMER SUPPORT AND TECHNICAL SUPPORT PROGRAMS — SUPPORTING CONSUMER BRANDS, SERVICE NETWORKS AND ENTERPRISE PARTNERS THAT NEED A RELIABLE, AUDIT-READY CUSTOMER OPERATIONS PARTNER.
HOW WE SHOW UP
AS AN EXTENSION OF OUR PARTNER'S OPERATIONS TEAM — WITH NAMED PROGRAM MANAGERS, STRUCTURED REVIEWS, AND ZERO AMBIGUITY AROUND ACCOUNTABILITY.
OPERATIONAL DISCIPLINE ISN'T A SLOGAN — IT'S HOW WE HIRE, TRAIN AND REVIEW.
- ACCOUNTABILITY OVER ACTIVITY.EVERY CAMPAIGN HAS NAMED OWNERS ON BOTH SIDES — KPIS, WEEKLY REVIEWS, MONTHLY BUSINESS REVIEWS.
- QA IS INDEPENDENT.OUR QA FUNCTION DOES NOT REPORT TO OPERATIONS. THAT IS NON-NEGOTIABLE, BECAUSE IT IS THE ONLY WAY SCORECARDS STAY HONEST.
- REPORTING IS REAL.DASHBOARDS REFLECT WHAT ACTUALLY HAPPENED ON THE FLOOR — NOT CURATED HIGHLIGHTS FOR THE DECK.
- PEOPLE COME FIRST.TRAINED, SUPERVISED, SUPPORTED AGENTS DELIVER BETTER CUSTOMER EXPERIENCES THAN TRANSIENT LABOR — WE ARE BUILT AROUND THAT.
HOW PARTNERS ACTUALLY ENGAGE WITH US.
FROM FIRST CONVERSATION TO LIVE PROGRAM, OUR ENGAGEMENT MODEL IS BUILT TO BE PREDICTABLE, STRUCTURED, AND OPERATIONALLY HONEST.
DISCOVERY
VOLUMES, KPIS, HOURS OF OPERATION, COMPLIANCE CONSTRAINTS, SCRIPTS, ESCALATION RULES AND CRM WORKFLOWS MAPPED END-TO-END.
BUILD
HIRING, TRAINING, QA SCORECARD BUILD, DASHBOARD CONFIGURATION, SOFT LAUNCH WITH A PILOT COHORT AND PARTNER SIGN-OFF BEFORE GO-LIVE.
RUN
DAILY FLOOR MANAGEMENT, REAL-TIME SUPERVISION, QA CYCLES, PERFORMANCE DASHBOARDS AND STRUCTURED WEEKLY BUSINESS REVIEWS.
IMPROVE
MONTHLY BUSINESS REVIEWS, ROOT-CAUSE ANALYSIS ON MISSED KPIS, COACHING CYCLES AND PROGRAM-LEVEL OPTIMIZATION ON A QUARTERLY CADENCE.
WHY PARTNERS STAY WITH US.
WANT A STRUCTURED CONVERSATION ABOUT YOUR PROGRAM?
WE WILL RESPOND WITH A PROPOSED STAFFING PLAN, RAMP TIMELINE, QA APPROACH AND REPORTING STRUCTURE WITHIN 48 HOURS OF THE BRIEF.