BPO & Customer Support

Overview

Managing repetitive business activities and responding to customer enquiries require structured processes, trained personnel and consistent communication. Business Process Outsourcing (BPO) enables organisations to delegate selected operational activities to an external service provider, allowing internal teams to focus on their primary responsibilities.

Turntide supports businesses with defined business process and customer support activities based on their operational needs, service expectations and communication requirements.

Our Services

Customer Enquiry Management

Handling customer enquiries through agreed communication channels and directing requests to the appropriate teams for resolution.

Inbound Customer Support

Assisting customers with product information, service enquiries, order status, account-related questions and other defined support requirements.

Outbound Customer Communication

Supporting follow-up calls, appointment confirmations, feedback collection and other approved customer communication activities.

Email & Chat Support

Managing customer messages, responding to routine enquiries and coordinating requests through supported email and chat channels.

Customer Complaint Coordination

Recording customer concerns, categorising issues, escalating unresolved cases and tracking follow-up actions.

Order & Service Support

Assisting with order enquiries, delivery updates, service requests and coordination between customers and internal departments.

Back-Office Processing

Supporting data entry, document processing, record updates and other repetitive administrative workflows.

Data Management & Record Maintenance

Maintaining accurate business records, updating approved databases and organising operational information.

Appointment & Follow-Up Coordination

Scheduling appointments, maintaining follow-up records and communicating relevant updates to customers or business contacts.

Customer Feedback Management

Collecting feedback, maintaining records and consolidating observations to help businesses identify service improvement opportunities.

Process Documentation

Developing or maintaining standard operating procedures, response guidelines, escalation paths and workflow documentation.

Service Performance Reporting

Tracking agreed operational measures such as enquiry volumes, response times, pending cases and resolution status.

Our Approach

We begin by understanding the business process, customer groups, communication channels, expected service standards and escalation requirements. We then establish the agreed workflows, responsibilities, documentation practices and reporting arrangements.

Depending on the engagement, support may be provided through voice, email, chat or back-office processing. Service hours, staffing levels, response targets and performance measures are defined according to the agreed scope.

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