Australian customer service outsourcing solutions

As an Australian-owned and managed call centre outsourcing service provider, we have 15-years’ experience helping private and ASX-listed organisations build solid relationships with their customers. Our demonstrable partnership experience, proven operational performance and deep understanding of the Australian business landscape are driven by a Melbourne-based executive team—ensuring your onshore contact centre is a seamless extension of your business.

Our award-winning call centre outsourcing services are trusted by a wide range of Australian businesses, including government and blue-chip companies, that require some or all work to be done onshore—from customer service through to sales and marketing. In July 2020, The SMART Group became part of Acquire BPO after a 100% acquisition.

We design outsourcing solutions specifically around Australian regulatory mandates. Our security and compliance standards include global PCI-DSS certification (Version 3.2, Level 1 Service Provider), SOC 1&2, COPC, Australian Privacy Laws, Australian Financial Services Regulatory Framework and ISO/IEC 27001:2013. Read more about our certifications here.

At Acquire BPO, our expert, high-performing Australian contact centre agents and sales professionals serve as extensions of our clients’ in-house teams for a brand range of customer service outsourcing tasks including inbound customer services and sales, outbound sales and lead generation. Our Australian-centric culture extends to our offshore operations in the Philippines, where our results-driven teams provide your customers with voice, chat and email support. We maintain a vibrant talent pool of professional and highly-trained resources to ensure your customers have only the most positive experience.

Whether your customer service outsourcing engagement is onshore or offshore, our Australian-based Client Relationship Managers (CRMs) and PRINCE2-certified Project Managers ensure risk-free transition and hands-on focus.

Keeping your business agile is critical in order to successfully navigate evolving market demands, seasonal shifts and unexpected events. Our right-shoring services are delivered via a range of flexible engagement models, including traditional full-managed operations out of our premium BPO workspaces in Australia and the Philippines or a resilient Work from Home (WFM) setup with dedicated remote staff, secure technology and continuous support. We have stringent Business Continuity Planning (BCP) options to ensure business resiliency and uninterrupted operations.

Outsourcing minimises risks and overhead costs to pave the way for reinvestment in technology and innovation. Acquire is the only known BPO to operate its own MPLS network servicing Australia, the Philippines and the United States. This enables us to proudly guarantee business continuity with 99.999% network availability to ensure ‘local call’ clarity. Our redundant infrastructure includes onshore data centres in highly secure and stable locations and industry-leading integrated web applications.

Furthermore, our reliable BPO automation solutions are designed by our specialist automation and intelligence experts to improve customer service outsourcing support, increase operational efficiencies, reduce costs and minimise security risks.

Boost acquisition rates through insight and intelligence

At Acquire BPO, we approach each engagement using a structured model that ensures all stakeholders are on the same page—allowing us to win at customer acquisition and sales targets. With 15-years’ experience in business process outsourcing, a team of savvy sales & CX professionals and leading technology to generate intelligent customer insight, our clients can expect consistent growth.

The key to customer acquisition is knowing what your customers need before they even ask for it. Our customer acquisition strategies are proven in virtually every industry—from banking & financial services, technology, retail and telecommunications. Start driving more sales and realise your business’s full potential through our strategic and sustained customer acquisition solutions:

• List-Building and Lead Generation
• Order-Taking and Payment Processing
• Sales, Telemarketing and Account Management

Fast, consistent and always on customer support at all touchpoints

We recognise the importance of great interactions through personalised customer service outsourcing solutions. This is why we designed our call centre outsourcing solutions around actual customer service scenarios and made them scalable to match specific business needs. Our commitment to clients is the same as our commitment to their customers—ensure expert care, rapid resolution and opportunities to create additional value from every call. Our Customer Service Representatives apply high quality standards, processes and technologies to respond promptly to callers and provide the appropriate level of support. Leverage exceptional customer service solutions through trained customer care experts, streamlined processes and advanced BPO technology that is available to your customers anytime, anywhere.

• Level 1, 2 and 3 Technical Support
• Web Chat and Email Support

Promote brand loyalty through effective customer retention solutions

We treat your business like our own. Say goodbye to high churn rates and let’s help you turn existing customers into brand advocates. Our customer retention experts, CRM techniques and tools are tried and tested to improve response rates and increase order values that maximise client revenue and profit. At Acquire BPO, customer relationships go beyond acquisition–we establish, maintain and nourish customer relationships that make way for stronger brand loyalty. Let us help you keep existing customers, target and measure causes of dissatisfaction with our customer service outsourcing solutions and succeed at crunching numbers that matter. Talk to us about:

• Collections
• Retention and Win-Back
• Sales Verification and Quality Assurance