What services does AcquireBPO provide?
Acquire BPO offers a comprehensive suite of outsourcing services tailored to meet the diverse needs of businesses across industries. Our solutions are designed to optimize operations, enhance customer satisfaction, and drive growth.
- Omni-Channel Customer Experience (CX): Providing exceptional customer support, technical assistance, and sales engagement through platforms like chat, text, social media, email, tickets, and voice.
- Back Office Services: Expert support for essential functions such as finance and accounting, HR and payroll, IT, content moderation, data processing, procurement, supply chain management, legal and compliance, analytics, and administrative tasks.
- Comprehensive Delivery: Managing end-to-end operations with full accountability for execution and results, ensuring efficiency and effectiveness.
- Co-Managed Teams: Offering flexible models that blend full outsourcing with client control over daily workflows.
At Acquire BPO, we deliver secure, flexible, and innovative solutions that empower businesses to reduce costs, streamline processes, and focus on achieving their strategic goals.
Where is AcquireBPO located?
Where is AcquireBPO located?
Acquire BPO operates strategically located delivery centers across 14 global locations, ensuring seamless support for clients worldwide. Our facilities are situated in the following countries:
- United States
- Australia
- Philippines
- Dominican Republic
With over 9,500 full-time employees, our state-of-the-art Class-A facilities are equipped with world-class safety and security measures, adherence to global compliance standards, and multilingual service capabilities. These features, combined with a commitment to excellence, make Acquire BPO an employer of choice and a trusted partner for global businesses.
What industries does AcquireBPO serve?
Acquire BPO serves a broad range of industries, providing tailored outsourcing solutions to address unique challenges and drive sustainable growth. Our expertise spans the following sectors:
- Automotive
- Direct Selling
- Education
- Engineering
- Entertainment & Lifestyle
- Financial Services
- Government / Public Sector
- Healthcare
- Insurance
- Logistics & Transportation
- Manufacturing
- Marketing & Development
- Pharmaceuticals
- Professional Services
- Property & Construction
- Real Estate
- Retail & Consumer Goods
- SaaS & Technology
- Startups
- Telecommunications
- Travel & Leisure
- Utilities & Energy
- Wholesale
With a deep understanding of these industries, Acquire BPO delivers customized solutions to meet each client’s specific needs, ensuring optimal outcomes and long-term success.
What is AcquireBPO's approach to outsourcing?
Acquire BPO’s approach to outsourcing is built on three core attributes:
Safe
- Protects client brands through strict compliance with information security standards and best practices.
- Employs robust governance frameworks to ensure operational stability and secure delivery.
Flexible
- Delivers customized solutions tailored to align with each client’s strategic objectives.
- Offers transparent and adaptable partnership models to meet evolving business needs.
Innovative
- Drives continuous improvement and embraces cutting-edge technologies.
- Automates and optimizes processes to enhance efficiency and reduce costs.
These attributes reflect Acquire BPO’s commitment to providing secure, adaptable, and results-driven solutions, empowering businesses to focus on growth and achieve their goals.
What makes AcquireBPO different from other outsourcing providers?
Acquire BPO stands out through its unique approach built on trust, innovation, and client-focused flexibility:
- Safe: Strict compliance with global standards, robust governance, and state-of-the-art facilities ensure brand protection and operational stability.
- Flexible: Tailored solutions and adaptable operating models align with clients’ strategic goals while fostering transparent partnerships.
- Innovative: Emphasis on continuous improvement and cutting-edge technology ensures efficiency and cost reduction.
Our entrepreneurial mindset and commitment to long-term partnerships deliver real business outcomes, making Acquire BPO a trusted partner for global organisations.
What are the core values of AcquireBPO?
AcquireBPO’s core values include:
- Collaboration
- Help your colleagues and be willing to assist to resolve concerns.
- Respect others’ diversity, whether in opinions, backgrounds, abilities and positions.
- Set aside your ego and work as a team player to achieve common goals.
- Celebrate success and that of others.
- Impact
- Understand what success looks like and leverage your strengths.
- Demonstrate strong and consistent performance.
- Be determined to get what matters done.
- Have the courage to make tough decisions based on facts.
- Passion
- Aim for excellence, create ‘wow’ by going above and beyond what is expected.
- Exhibit a motivated and can-do attitude.
- Adapt to change with positivity.
- Challenge the status quo to show how, together, we can achieve better outcomes.
- Transparency
- Give and receive honest and constructive feedback.
- Proactively communicate the facts with the team, whether positive or negative.
- Put your hand up and share your potential challenges before they become problems.
- Do what you say, own what you do and only make commitments you can keep.
Can AcquireBPO handle large-scale outsourcing projects?
What types of outsourcing solutions does AcquireBPO offer?
Acquire BPO offers a variety of outsourcing solutions designed to meet the unique needs of businesses, ensuring flexibility, efficiency, and scalability:
- Comprehensive Delivery
- End-to-end operational management with accountability for all aspects of execution and results.
- Performance driven by KPIs and managed outcomes, ensuring maximum efficiency and effectiveness.
- Co-Source Remote Teams
- Flexible outsourcing that allows clients to maintain control over day-to-day workflows.
- Includes support for recruitment, HR management, and IT infrastructure to optimize operations.
- Workspace/Seat Lease
- Provides shared or dedicated workspaces tailored to client needs.
- Ideal for attracting and managing talent while maintaining a collaborative and productive environment.
These solutions empower your businesses to meet operational goals, enhance efficiency, and focus on core priorities while benefiting from Acquire BPO’s expertise and resources.
Can AcquireBPO handle large-scale outsourcing projects?
Yes, Acquire BPO has the capacity to manage large-scale outsourcing projects across multiple locations and industries. With 9,500+ skilled professionals and 15 state-of-the-art facilities globally, we deliver scalable solutions in:
- Customer Service
- Technical Support
- Back-Office Operations
- Software Development
Our expertise enables us to support complex projects while ensuring cost efficiency, productivity, and flexibility. To learn more, take a look at our case studies.
What is AcquireBPO's process for onboarding new clients?
Acquire BPO ensures a seamless client onboarding process through robust tools, proven methodologies, and meticulous planning. Our experienced Project Management Office (PMO) team follows best practices, including PRINCE2 methodologies, to scope, manage risks, and transition projects successfully across four key phases:
- RACI and Documentation
- RACI Framework: A comprehensive plan with 99 line items outlines every step of the client journey, from contract signature to Post-Implementation Review (PIR).
- Proper Documentation: Tools like RAID logs ensure transparency and address risks, assumptions, issues, and dependencies effectively.
- Onboarding Actions
- Single Point of Contact (SPOC): A dedicated Project Manager oversees the entire onboarding process.
- Accountability: Departments are held accountable for action items to ensure timely execution.
- Phase 1: Foundation and Preparation
- Alignment on communication strategies, including formal announcements, meet-and-greet sessions, and Q&A forums.
- Requirements gathering begins for contracts, payroll, benefits, and accruals.
- Preliminary risk assessments for compliance and build operations commence.
- Network setup and testing are completed.
- Workday deployment and individual contract execution begin.
- Operational training modules are prepared and deployed across Workday, Workplace, and the Acquire Portal.
- Phase 2: Engagement and Execution
- Finalize and sign off on Risk Assessments (RAs).
- Establish ongoing engagement initiatives to maintain collaboration and communication.
- Formal operational rhythms and workflows are initiated to ensure smooth day-to-day processes.
Can AcquireBPO support a global customer base?
Absolutely. Acquire BPO is strategically positioned to serve a global customer base with its robust network of 15 state-of-the-art locations across Australia, the United States, the Dominican Republic, and the Philippines.
- Global Reach, Local Expertise: With over 9,500 skilled full-time employees, we ensure consistent delivery of high-quality services worldwide.
- World-Class Facilities: Our Class-A delivery centers prioritize safety, security, and operational excellence, adhering to global compliance standards.
- Multilingual Support: Acquire BPO’s multilingual capabilities empower businesses to connect with diverse markets and customers effectively.
- Employer of Choice: Our commitment to fostering a strong, diverse, and inclusive workplace ensures we attract and retain the best talent, providing unparalleled support to clients.
Acquire BPO’s global footprint and proven expertise make us the trusted partner for businesses looking to expand, scale, and deliver exceptional customer experiences across international markets. Take a look at our case studies to learn more.
What are the benefits of outsourcing to AcquireBPO?
Cost Savings
Outsourcing with Acquire BPO can significantly reduce overhead costs while leveraging economies of scale through specialized resourcing, streamlined processes, and advanced technology.
Focus on Core Business
By outsourcing administrative and specialized functions, your in-house team can dedicate their time and energy to core business activities. This allows management to prioritize strategic growth and innovation.
Improved Business Efficiency
Acquire BPO provides access to the latest technology, skilled professionals, and large-scale resources, ensuring your business operates more efficiently and effectively.
Access to the Latest Technology
Navigating technology options can be overwhelming and costly. Acquire BPO invests in cutting-edge solutions, offering businesses access to advanced tools without the heavy financial burden of constant upgrades.
Access to Specialist Skills
Business managers often juggle multiple roles, from finance and HR to IT and business development. Outsourcing enables businesses to focus on their strengths while benefiting from the expertise and skills of specialized professionals.
Enhanced Service Delivery
Partnering with a specialist in customer contact like Acquire BPO can boost customer satisfaction and loyalty. By delivering exceptional service, your business retains existing customers more effectively, which is often far more cost-efficient than acquiring new ones.
What are the pricing models at AcquireBPO?
AcquireBPO offers several service models designed to cater to different business needs, providing flexibility, scalability, and tailored solutions:
- Comprehensive Model: This model encompasses a full suite of services, from customer support to back-office functions, all managed by AcquireBPO’s expert teams. It is suited for clients looking for a complete, end-to-end outsourcing solution.
- Co-Sourcing: In this model, AcquireBPO collaborates closely with the client to integrate their in-house resources with AcquireBPO’s teams. This approach is ideal for businesses that want to retain control over certain aspects of their operations while still benefiting from the expertise and scalability of an external team.
- Acquire@Home: This model offers remote outsourcing services, enabling employees to work from home. It provides flexibility for both clients and employees, supporting businesses in adapting to remote work environments without sacrificing performance or service quality.
- Workspaces: AcquireBPO provides flexible, shared workspaces for its outsourced teams, allowing businesses to maintain a collaborative and productive environment. This model supports clients who need physical office space for their outsourced operations while maintaining flexibility and cost efficiency.
Contact us for comprehensive pricing with a representative tailored to your needs.
How does AcquireBPO support the healthcare industry?
Acquire BPO provides scalable healthcare outsourcing solutions to transform operations for providers, insurers, and software companies. With 15 years of experience, we deliver multichannel support and back-office services like:
Our solutions include, but are not limited to:
- Change Entry
- Claims Transmission and Processing
- Credit Balances
- Denial Management
- Eligibility Verification/Pre-Insurance Verification
- Medical Billing & Collections
- Medical Coding
- Medical Data Entry
- Medical Records Indexing
- Patient Follow-Up/Patient Statements
- Payment Posting
- Provider Enrolment & Credentialing
- Reports
- Revenue Cycle Management
Our services ensure cost efficiency, seamless operations, and improved patient experiences, meeting the stringent security and regulatory standards required in the healthcare industry.
How does AcquireBPO support the financial services industry?
Acquire BPO is a trusted partner for banks and financial institutions, delivering tailored outsourcing solutions that drive cost efficiency, enhance customer experiences, and create increased value for stakeholders.
Our outsourcing solutions include, but are not limited to:
- Application Processing
- Clearance and Settlement
- Collections
- Credit Approval
- Credit Evaluation and Verification
- Default Management
- Document Management
- Document Processing
- Fraud Mitigation and Detection
- Loan Disbursement
- Loan Processing
- Payment Processing
- Portfolio Analytics
- Product Renewals
- Records Management
- Recoveries Processing
- Regulatory and Program Compliance
- Remittance
- Risk Management
- Transaction Processing
By combining deep industry expertise, innovative automation, and robust compliance measures, Acquire BPO ensures financial institutions can streamline operations, reduce costs, and focus on delivering exceptional service to their customers.
Does AcquireBPO offer BPO for the telecommunications industry?
Yes, Acquire BPO provides a comprehensive suite of BPO services tailored specifically for telecommunications companies. We help telco providers deliver exceptional customer experiences, reduce operational costs, adopt innovative technologies, and meet the most stringent security standards.
Our solutions include, but are not limited to:
- After-Hours Support
- After-Sales Support
- Billing Inquiries
- Call Overflow
- Cancellation Requests
- Coverage Area Questions
- Customer Database Management
- Device-Related Troubleshooting
- Disaster Recovery Support
- Forms Processing
- Lost Phone Resolution
- Mobile and Wireless Support
- Number Porting Requests
- Order Validation – Industrial/Commercial/Individual
- Pre-Paid/Post-Paid Ordering and Activation
- Product Data Management
- Query Resolution
- Server Support
- Service Inquiries
- Subscription Services
- Warranty Support
- Welcome Calls
By leveraging our deep industry expertise, cutting-edge technology, and skilled workforce, Acquire BPO empowers telecommunications companies to streamline their operations, improve customer retention, and thrive in a competitive market.
Does AcquireBPO offer customer service for eCommerce businesses?
Yes, Acquire BPO specializes in providing tailored support for eCommerce businesses, combining skilled teams with advanced technology to enhance customer experiences. Services include:
Our solutions include, but are not limited to:
- Copywriting
- Customer Surveys
- Inventory Management
- IT Support
- Market Research
- Order Fulfilment
- Order Processing and Management – Order Entry, Shipment and Invoicing, Processing Returns and Exchanges
- Product Photography and Videography, Graphic Design and Artwork
- Product, Image and Catalogue Data Entry
With a focus on reducing costs and streamlining processes, Acquire BPO helps eCommerce businesses deliver exceptional service and drive sales.
Does AcquireBPO provide IT outsourcing services?
Yes, Acquire BPO provides IT outsourcing solutions designed to streamline operations and accelerate growth for technology companies. With over 15 years of experience, our expertise includes:
Our solutions include, but are not limited to:
- Content Moderation
- Customer Retention
- Customer Service
- Database Administration
- Data Capture
- Data Validation
- Hardware, Systems & Network Support
- IT Support
- Lead Generation
- Sales
- Software Development
- Technical Support
- Web Design & Development
By outsourcing IT functions to Acquire BPO, businesses can reduce costs, improve efficiency, and enhance customer satisfaction while focusing on innovation.
What types of technologies does AcquireBPO use?
Acquire BPO leverages advanced technologies to enhance efficiency, productivity, and customer experience, supporting both proactive and reactive channel management for clients. These technologies include:
Core Platforms
- Verint: Workforce management platform optimizing forecasting, adherence, and resource flexibility.
- Genesys: Omni-channel solution managing interactions across email, chat, SMS, social media, and more.
Proprietary Tools
- ScoreIT: Monitors call quality in real-time, enabling immediate action and targeted coaching.
- Timedoctor: Tracks productivity and ensures focus with time monitoring and usage alerts.
- Acquire-Developed Platforms: Features include automatic call distribution, skill-based routing, CRM integration, and post-call surveys.
Innovative Technologies
- Speech Analytics: Analyses voice data for actionable insights using advanced processing.
- RPA (Robotic Process Automation): Automates repetitive tasks with accuracy and efficiency.
- Chatbots: Delivers seamless self-service experiences with machine learning refinement.
- Voice Biometrics: Simplifies authentication, enhancing security and customer convenience.
Acquire BPO’s technology ecosystem ensures optimised operations, seamless interactions, and scalable support for diverse business needs.
How does AcquireBPO ensure data security?
Acquire BPO prioritizes data security through advanced infrastructure, strict global standards, and comprehensive certifications. Our commitment ensures client data is protected at all levels.
Key Measures to Ensure Data Security
- Advanced Network Infrastructure
- Operates a carrier-grade MPLS network with redundancy via submarine and terrestrial routes.
- Real-time monitoring ensures secure access and segregation, providing each client with a dedicated virtual network.
- Comprehensive Data Centers
- State-of-the-art facilities in Australia, the United States, the Philippines, and other regions.
- Redundancy systems ensure continuous data storage and secure operations.
- Compliance Certifications
- Adheres to global standards such as SOC 2, PCI DSS, and HIPAA.
- Guarantees protection, confidentiality, and secure handling of customer and payment card data.
For more information, see our Certifications.
- Customized Client Solutions
- Tailored network setups, including client-specific routing and direct peering via Network-to-Network Interfaces (NNIs).
- Ensures operational security and optimized performance.
- 24/7 Monitoring and Support
- An in-house IT and network team provides constant oversight, ensuring rapid resolution of issues.
- The Network Operations Center guarantees uninterrupted security and service.
Can AcquireBPO help with AI-driven customer service?
Yes, Acquire BPO is an Australian-owned and managed outsourcing provider with 19 years of experience helping private and publicly listed companies harness the power of AI for customer service. Directed by a Melbourne-based executive team, we connect businesses with highly skilled AI specialists proficient in:
- AI Strategy and Development
- Machine Learning
- Data Processing
- Natural Language Processing (NLP)
- Computer Vision
- Compliance and Monitoring
Our AI-driven solutions are designed to enhance customer experiences, streamline operations, and improve overall efficiency.
Regulatory Compliance and Security
Acquire BPO ensures its AI outsourcing solutions align with Australian regulatory standards and global security frameworks, offering peace of mind with:
- PCI-DSS Certification (Version 3.2, Level 1 Service Provider)
- SOC 1 & 2
- COPC Standards
- Australian Privacy Laws
- Australian Financial Services Regulatory Framework
- ISO/IEC 27001:2013 Certification
With a strong foundation in compliance, security, and innovation, Acquire BPO is your trusted partner in implementing AI-driven customer service solutions that meet the highest industry standards.
What standards and certifications does AcquireBPO hold?
Acquire BPO ensures compliance with globally recognized standards to protect data and maintain operational integrity. Key certifications include:
- ISO 27001: Ensures data security and robust controls.
- PCI DSS (Version 4+): Certified as a Level 1 Service Provider for payment card data security.
- SOC 1 & 2 Type II: Demonstrates commitment to secure, reliable service delivery.
- HIPAA & GDPR: Meets stringent privacy standards for health and personal data protection.
These certifications underscore our dedication to secure, compliant, and efficient operations globally.
How does AcquireBPO measure success?
Acquire BPO measures success by aligning its strategies with clients’ unique objectives and key performance indicators (KPIs), ensuring optimized operations and superior outcomes.
Key Metrics for Success
- Grade of Service
- Maintaining consistent service delivery aligned with agreed service levels to meet client expectations.
- Cost Management
- Optimizing operations to achieve efficiency while adhering to budgetary constraints.
- Capacity Planning
- Ensuring readiness to handle demand fluctuations and scaling requirements.
- Demand Fluctuations and Surge Management
- Adapting resources to meet peak and off-peak needs seamlessly.
- Resourcing Mix
- Providing tailored workforce configurations, including full-time, part-time, and multi-location strategies.
- Business Continuity Planning (BCP)
- Robust frameworks ensure uninterrupted service during unexpected events.
- CSAT and NPS Scores
- Driving customer satisfaction and loyalty through exceptional service and measurable improvements.
- Workforce Management (WFM)
- Embedded or shared WFM resources enable real-time adjustments to optimize outcomes within a 24-hour period.
- Managed Service Solutions
- Customized options to address unique client needs, ensuring flexibility and scalability.
Acquire BPO’s client-centric approach ensures success is defined and achieved collaboratively, delivering measurable results and exceeding expectations.
How does AcquireBPO ensure employee satisfaction?
AcquireBPO ensures employee satisfaction through a variety of initiatives designed to foster a positive and inclusive workplace culture. The company is committed to maintaining a respectful, safe, and inclusive environment for all employees, which is reflected in their diversity and inclusion policies. They emphasize equality in opportunities for growth, based on individual merit and qualifications, without any discrimination due to diversity characteristics such as race, gender, or nationality.
Additionally, AcquireBPO promotes open communication, feedback, and mutual respect across all levels of the organization. They focus on providing a supportive work environment, which includes embracing flexible work arrangements when appropriate to meet employee needs. This is further complemented by the company’s commitment to employee well-being, offering ongoing education on diversity and inclusion, and creating a platform for employees to contribute to the company’s success.
- Comprehensive Model:
This model encompasses a full suite of services, from customer support to back-office functions, all managed by AcquireBPO’s expert teams. It is suited for clients looking for a complete, end-to-end outsourcing solution. - Co-Sourcing:
In this model, AcquireBPO collaborates closely with the client to integrate their in-house resources with AcquireBPO’s teams. This approach is ideal for businesses that want to retain control over certain aspects of their operations while still benefiting from the expertise and scalability of an external team. - Acquire@Home:
This model offers remote outsourcing services, enabling employees to work from home. It provides flexibility for both clients and employees, supporting businesses in adapting to remote work environments without sacrificing performance or service quality. - Workspaces:
AcquireBPO provides flexible, shared workspaces for its outsourced teams, allowing businesses to maintain a collaborative and productive environment. This model supports clients who need physical office space for their outsourced operations while maintaining flexibility and cost efficiency.
What are the pricing models at AcquireBPO?
AcquireBPO offers several service models designed to cater to different business needs, providing flexibility, scalability, and tailored solutions:
Contact us for comprehensive pricing with a representative tailored to your needs.
Can AcquireBPO handle multilingual support?
Yes, Acquire BPO provides comprehensive multilingual support to meet the needs of global markets.
- Strategic Locations: Our Class-A delivery facility in Santo Domingo serves as a US-nearshore centre, specializing in multilingual customer service.
- Languages Offered: We provide support in both English and Spanish, ensuring seamless communication with diverse customer bases.
- Expert Teams: Our trained professionals are equipped to handle a wide range of inquiries, delivering exceptional customer experiences across multiple languages.
Acquire BPO’s multilingual capabilities empower businesses to expand their reach, enhance customer satisfaction, and build strong connections with international audiences.
Does AcquireBPO offer work-from-home services?
Yes, Acquire BPO provides flexible and secure work-from-home solutions through our Acquire@Home engagement model. This model enables businesses to maintain operations seamlessly during unexpected events or fluctuating market demands, such as the global COVID-19 crisis.
Key Features of Acquire@Home
- People: Talented, disciplined staff trained to work independently and supported by experienced operations teams.
- Technology: PCs are securely connected to our Active Directory domain, ensuring controlled access to software, devices, and data storage.
- Support: Comprehensive assistance from shared services teams, including Learning & Development, Quality Assurance, and HR, using proven communication and management channels.
Benefits of Acquire@Home
- Maintains rigorous operational standards and redundant network connectivity.
- Delivers the same level of quality and efficiency as our physical delivery centers.
- Ensures the safety and security of employees while guaranteeing uninterrupted service for clients.
Acquire@Home allows businesses to remain resilient and adaptable, providing a reliable remote outsourcing solution without compromising performance or service quality.
