Quick answer
ConnectPro BPO engagements hand an entire function to a managed Philippine team with a team lead, QA, reporting and contracted service levels. We run customer experience, finance and accounting support, back-office processing and sales support, with a documented 90-day transition and monthly business reviews against agreed SLAs.
Key takeaways
- We own the outcome, not just the headcount.
- SLAs with measurement definitions, service credits and escalation paths.
- 90-day transition with a parallel-run pilot phase.
- Governance cadence: weekly operations, monthly business review, quarterly strategy.
Functions we manage
- Customer experience across voice, email, chat and social
- Finance and accounting support: AP, AR, reconciliation, reporting
- Back office: data processing, document handling, verification and onboarding checks
- Sales support: research, appointment setting, CRM administration, order processing
- HR administration and recruitment coordination
Service levels we contract to
| Metric | Typical target |
|---|---|
| First response time, email | Under 4 business hours |
| Average speed of answer, voice | 80% within 30 seconds |
| Quality score | 90%+ on the agreed scorecard |
| CSAT | 90%+ |
| Back-office accuracy | 99.5%+ |
| Schedule adherence | 95%+ |
Transition approach
- 1
Discovery
Process mapping, volume analysis, risk register and a written scope boundary.
- 2
Build
Recruitment, access provisioning, documentation and QA scorecard sign-off.
- 3
Pilot
Parallel run at 20 to 30 percent volume with daily quality review.
- 4
Cutover
Staged volume increase, SLA measurement begins, governance cadence starts.
Frequently asked questions
Three to five seats. Below that, dedicated offshore staffing is usually a better structure than a full BPO contract.
Typically 12 months with a 30 to 60 day termination notice. We do not require multi-year lock-ins on a first engagement.
A documented remediation plan, an escalation path and agreed service credits. All defined in the contract before go-live.
Talk to a Philippines outsourcing specialist
Tell us the role you need and we will send a shortlist of pre-vetted Filipino talent, a cost comparison against local hiring, and a 30-day onboarding plan.
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Read moreBook a discovery call
Tell us the role and we will send a shortlist and cost comparison.
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