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Overview

$5,000+

Min Project Size

< $25/hr

Avg Hourly Rate

50 - 249

Employees

2019

Year Founded

ABOUT VLBPO CX

Our people helping people.

**Overview of VLBPO – Global BPO and Call Center Outsourcing Solutions** VLBPO is an international Business Process Outsourcing (BPO) firm that offers scalable and cost-effective call center outsourcing and back-office support services. Our mission is to assist businesses in lowering operational expenses, boosting efficiency, and enhancing customer experience through adaptable nearshore and offshore solutions. **Our Journey** Established in 2019 by Earl McDonald, a veteran Call Center Operations Leader, VLBPO initially operated as a Virtual Assistant service with a team of four agents based in Kingston, Jamaica. Due to a strong emphasis on client performance and success, the company quickly grew from 4 to 60 agents within eight months in 2020. Within two years, VLBPO expanded its operations by opening its first onsite facility in Jamaica and ventured internationally into the Philippines and Latin America, creating a robust global delivery network. **Global Reach and Operations** Currently, VLBPO has a presence in Jamaica, the Dominican Republic, and the Philippines, providing support to clients across North America, Europe, and the Asia-Pacific region with round-the-clock operations. Our multi-regional approach offers: **Core Services and Industries We Support** We cater to startups, growing companies, and enterprise clients in various sectors including SaaS, e-commerce, healthcare, financial services, and professional services. **Why Choose VLBPO?** With over 180 agents and a solid record of client satisfaction, VLBPO offers flexible, performance-focused outsourcing solutions. We function as an extension of your team, enabling you to scale efficiently, streamline operations, and enhance customer retention.

LANGUAGES SPOKEN

English

HIGHLIGHTS

$5,000+

Min Project Size

< $25/hr

Avg Hourly Rate

50 - 249

Employees

2019

Year Founded

Services

Focus

Industries

Clients

Services Provided

35% Customer Support Outsourcing

15% Customer Success Program Design

5% Help Center & Knowledge Base Development

10% Churn Analysis & Retention Strategy

5% Live Chat & Chatbot Implementation

5% Voice of Customer (VoC) Programs

10% Customer Onboarding Design

15% Support Technology Implementation (Zendesk, Intercom, Freshdesk)

About the Team

OUR STORY

Our Narrative: What Sets Us Apart At VLBPO, we provide exceptional call center outsourcing by prioritizing people and focusing on results. Our customer support and sales teams blend effortlessly with your operations, adhering to your brand voice, key performance indicators, and customer experience objectives. With flexible nearshore and offshore call center solutions, we assist businesses in enhancing customer experience, boosting efficiency, and accelerating growth.

TEAM PHOTOS

Portfolio

CS Department Setup from A-Z

Mood Product support

One of the major difficulties Mood faced was the necessity for a professional team to assist its customers. As a cannabis startup, they sought a partner who could comprehend their business and comply with the industry's stringent regulatory standards. They required a partner capable of delivering omnichannel support to their expanding customer base while ensuring high quality and consistency. Solution Provided: Vlbpo stepped up to meet this challenge by establishing a fully managed and organized department for Mood. This involved creating Standard Operating Procedures (SOP), developing workflows, training manuals, and much more. Vlbpo assembled a team of highly trained professionals who not only had expertise in the cannabis industry but also recognized the critical nature of regulatory compliance. The team offered omnichannel support to Mood's customers through email, chat, and voice, guaranteeing that inquiries were addressed promptly and effectively. Currently, VLBPO has over 40 staff members working cohesively to serve Mood's customers.

VLBPO Build and Manage CS and Back office team.

One Up Services

One Up Services is a company that focuses on managing excess inventory and selling packages priced at $25,000 or more. As a B2B provider, they sought assistance from VLBPO to help them grow their business by offering professional services to their clients. VLBPO, a prominent provider of BPO and call center solutions, played a crucial role in helping One Up Services expand, resulting in millions in revenue and high customer satisfaction. Challenges Encountered by One Up Services When One Up Services reached out to VLBPO, they were facing significant challenges in offering professional services to their B2B clients, which was stunting their growth. They recognized the need for a partner to help deliver high-quality services while they concentrated on their primary business functions. How VLBPO Assisted One Up Services VLBPO began its partnership with One Up Services by deploying a small team to provide the necessary resources and expertise to satisfy client needs. They conducted a thorough analysis of One Up Services’ operations to pinpoint areas for improvement. With VLBPO’s assistance, One Up Services enhanced its customer service, improved client communication, and optimized its operations. Furthermore, VLBPO aided in lead generation, leading to increased revenue and new client acquisition. They offered top-notch sales and marketing support, allowing One Up Services to attract more B2B clients and broaden its market presence. Outcomes Achieved by One Up Services Thanks to VLBPO’s support, One Up Services was able to tackle its challenges and reach impressive results. They scaled their business, generating millions in revenue while maintaining a high customer satisfaction score. Today, the company has expanded from a small team to 38 professional agents.

VLBPO Saas Support for Zyter

Zyter Technology

Zyter is a leading healthcare organization dedicated to enhancing maternal health outcomes for women throughout the United States. However, the unprecedented challenges posed by the pandemic made it increasingly tough for the organization to uphold its exceptional standards of customer service and support. This is where VLBPO came in, offering expert guidance in creating customer care CRM systems to accommodate a substantial increase in demand. This case study will explore how VLBPO assisted Zyter in tackling these obstacles while preserving high customer satisfaction levels. The Challenge: The pandemic created distinctive difficulties for healthcare providers nationwide, leading to a spike in the need for healthcare services, remote monitoring, and telemedicine solutions. Consequently, Zyter was facing a surge in demand for its services, straining its existing customer care and support systems. Zyter needed to implement a new, omnichannel system to provide 24/7 support, ensuring that customers could access assistance whenever required. This substantial challenge called for expertise in customer care CRM implementation, data analysis, and customer engagement. The Solution: To meet these challenges, Zyter collaborated with VLBPO to create a comprehensive approach that would allow them to deliver top-notch customer support and engagement. The initial step involved analyzing data to understand customer behaviors and preferences, which informed a plan to address their needs. VLBPO partnered closely with Zyter’s team to pinpoint issues and areas for enhancement in the current systems, ultimately using this insight to design a tailored omnichannel system that ensured continuous support and effective customer engagement.

Projects & Clients

Project Size & Rate

Minimum Project Size

$5,000+

Average Hourly Rate

< $25/hr

Pricing Snapshot

Min Project Size

$5,000+

Avg Hourly Rate

< $25/hr

Cost Rating

N/A

What Clients Have Said

“

"vlbpo cx delivers quality projects within budget and timeline expectations based on verified client feedback."

Based on verified reviews and internal benchmark data

MOST COMMON PROJECT SIZE

0 Reviews

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Select a service

Customer Support Outsourcing

Customer Success Program Design

Help Center & Knowledge Base Development

Churn Analysis & Retention Strategy

Live Chat & Chatbot Implementation

Voice of Customer (VoC) Programs

Customer Onboarding Design

Support Technology Implementation (Zendesk, Intercom, Freshdesk)

Locations

Headquarters

20-22 Charlemont Drive

Kingston, Jamaica

+14437205543

Headquarters

4th Floor Araneta Square Mall 1400

+14437205543

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