Why
Solex Plus
More than 100 years of accumulated global BPO experience
Regardless of location, we work seamlessly with our clients. We have incorporated our experience into a comprehensive set of BPO outsourcing methods, tools and architectures. The result is consistent, proven and measurable delivery of high-quality solutions.
- We deliver business value by reducing costs and providing insights that improve decision making, resulting in improve operational effectiveness and efficiency
- Our industry acumen, alliances, global resources, technology, training and work ethic allow us to deliver competitively priced, high-quality solutions
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More than 100 years of accumulated global BPO
People are in the fulcrum of the BPO industry. The evolving nature of this people-centric industry has made it imperative for all BPO organizations to invest, retain, and nurture their people to leverage maximum out of their talent pool. What made the 'People' more critical is that along with the noncore processes, these days more and more organizations are outsourcing their core competencies also to BPO's to gain the advantage of cost cutting and quality issues.
All great organizations are built by exceptional people. We at Solex Plus consider every employee we hire to be exceptional and responsible for our leadership position. We strive to institutionalize people-centric initiatives to bring about a congenial and caring working environment. While we have many in house processes that help our employees to enhance their potential, this is not an endpoint. Flexibility and informality is an integral part of our work culture.
We take a scientific approach for recruiting, hiring and training our employees, employing creative techniques to attract and screen the best talent. Our stringent hiring practices and teamwork culture ensure we have a passionate, dedicated and talented workforce with multi-lingual skills for all forms of client contact.
We are a team of highly motivated professionals with vast experience in the BPO and contact center business. Our blend of local and expatriate talents provides clients with “effective” and “real life” solutions that understands the particularities of home markets and implements the latest industry practices.
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Processes designed to enhance the interaction experience day in - day out
Solex Plus has in-house certified Business Process Re-engineering professionals who contribute to the development of these processes. That means a rich mix of operational knowledge and process expertise to reengineer the processes in order to maximize the operational benefits for our client. In-house process design team augments smooth operational excellence through value added process mapping, designing and re-engineering.
The customer touch-point and integration (customer-Solex Plus) requirements are studied carefully. The Solex Plus process design team helps iron out any ambiguities in the process and ensures a smooth flow of information and expertise while a complete process is outsourced. This, subsequently, helps the customers and their clients and / or partners as it would cut cost and minimize wastage of time spent on ambiguous calls and interactions between various parties.
The internal processes are designed and developed based on international best practices and are strictly adhered to. These processes and subsequent procedures are revised on a periodic basis in order to ensure relevance and integrity of in-places processes.
All of these processes are shared with the support staff at Solex Plus through a central repository or knowledge base for easy reference, which results in shorter support times and a higher accuracy of information collected, recorded and dispatched.
Efficient and uninterrupted service delivery is a promise we make to all our clients. We embrace the latest global advances in CX connectivity and BPO redundancy.
Robust Infrastructure
- Our entire network is based on top-of-the- line Cisco switches and routers.
- Our Internet connections are supplied from separate sources to ensure failsafe availability and redundancy.
- Our power generators and dedicated UPS (uninterruptible power supply) farm can provide backup power for entire centers.
- Our system architecture is built around high availability and redundancy to ensure fail safe service delivery.
- We have installed and activated more than 60 digital E1s to help support complex and high volume client projects.
- We use a distributed server architecture to further enhance redundancy and service availability.
Innovative Technology
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Omni-Channel Call Management Platform
We utilize Ameyo Fusion CX to help our client brands delivered a seamless and engaging customer experience across multiple channels Email (including automated responses) Voice Chat (including web chat, in-app chat, and messenger) Social Media
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Process Automation & Management System (PAMS)
PAMS is a proprietary Solex Plus application which was developed entirely inhouse. It is designed to assist our service delivery teams to effortlessly manage day-to-day operations across different client projects. PAMS is a versatile tool which allows us to automate business operation processes and helps us efficiently manage and monitor them.
Key features and capabilities include:
Process management
Processes simplification
Modular approach
Cloud-based accessibility
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Digital initiatives
Live management information system (MIS) dashboards
Mobile Application Callback features
“The transfer of management and execution of an entire business process to an external service provider, including technology, people, and process. In engaging BPO services, clients are buying access to executed business processes and business outcomes from their BPO providers” (IDC)
“The delegation of one or more IT-intensive business processes to an external provider that owns, administrates and manages the selected processes that are based on defined and measurable performance metrics” (Gartner)
Industry Backdrop for
Exploring Sourcing
Today's globally competitive business environment is forcing organizations to take a harder look at their business functions in order to compete effectively. As a result, senior executives look at their business functions with an eye.
- Achieving business objectives faster
- Reducing unit costs
- Improving customer service/process effectiveness and quality
- Overcoming internal impediments to change or growth
- Avoiding capital costs associated with systems renewal
- Turning fixed costs into variable costs
- Improving organizational agility
- Accessing innovations and know-how, all of which tie back to the organization’s goals of meeting customer needs and improving shareholder value
Back Office functions such as IT, Finance and Accounting, Customer Care, transaction processing and other similar functions in particular have posed more specific challenges that executives have to overcome.
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Reduce costs
Unify disparate processes spread across different departments, functions and locations
Ensure structured decision making criteria at process step level
Develop and deploy standardized processes, and associated procedures to sanction exceptions
Design dynamic processes to meet dynamic operating conditions