Our Expertise

In today's global economy, the search for new markets and ways to optimize customer experience is imperative. Business process outsourcing has emerged as a strategic way of keeping your business immune from the cost pressures and time demand of the non-core business functions while focusing on these priorities.


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Bigger is not always better

IBEX Global is the optimal size to deliver disruptive performance. We are the best alternative to the billion dollar players and we deliver the most consistent performance. From over investing in the initial launch of the program, an improved interactive training process and strong daily performance management, our approach to delivering the best for our clients is unmatched in the industry.

Teleservices

At IBEX Global, our core expertise is in providing a complete suite of teleservices solutions, all designed to support and complement your overall customer service strategy. Studies have proven that voice services are still one of the main communication channels for customers.

Our Special Agents are on the job for you, providing high quality customer care services. We know that the way we interact with your customers will build your brand equity and loyalty and we take that mission very seriously. Our teleservices capabilities are backed by the latest technologies to deliver reliable, consistent, and predictable results.

  • Customer Care
  • Billing Inquiries
  • Technical Support
  • Service to Sales
  • Sales
  • Retention

Multi Channel

Customers expect choices in the way they engage a company. Customer service is not a one size fits all and people expect a variety of channels to be used when and how they want them. The various channels for customer delivery have increased over the past few years and will continue to evolve at a rapid pace. Our multi channel solutions are robust and scalable and ready to serve your customers.

IBEX Global offers a variety of solutions, all of which can be combined to deliver a great customer experience including voice, email, and chat.

  • Chat
  • Email
  • Social Media
  • SMS
  • IVR
  • Analytics

Back Office Solutions

IBEX Global offers a complete suite of back office services and currently delivers multiple back office business processes for clients globally. We understand how important these functions are to the success of your business, but often these functions are a drain on your resources and the focus on your core business functions.

Our back office solutions are designed to integrate with your customer care initiatives so that a seamless customer experience can be offered at every stage of the customer lifecycle. Our back office solutions are offered on both a standalone basis and as a tiered offering combined with your other customer programs across multiple time zones with 24 × 7 availability.

  • Account Management
  • Social Media Remediation
  • Finance & Accounting
  • Survey Collection
  • Claims Management
  • Order Verification/confirmation

Language Capabilities

IBEX Global offers a multi language solution for your expanding business needs. Whether you are seeking high volume English, Spanish, or French, we have you covered in various locations around the globe. IBEX Global speaks the best customer experience in over 20 languages throughout our network of contact centers throughout the US, Philippines, Jamaica, Nicaragua, Senegal, UK and Pakistan.
  • English
  • Arabic
  • Urdu
  • Filipino
  • Mandarin
  • Spanish
  • French
  • Korean
  • German
  • Polish
  • Afrikaans
  • Dutch
  • Indonesian
  • Persian
  • Swedish
  • Hindi
  • Thai

Engagement Model

At IBEX Global, we work with you to create a contact center delivery model that is optimal for your business needs. We take into account all factors including your unique situation, technology constraints, business needs, and financial considerations. Once we have assessed your complete set of requirements, we will to structure a customized solution that fulfills all of your objectives.
  • Fully Outsourced
  • Co-Sourced
  • Build | Operate | Transfer
  • Facility Re-Badge

Services

Customer Care
Our customer care solutions are designed to optimize every interaction you have with your customers and provide an opportunity to build customer loyalty and brand awareness.

Sales & Marketing
IBEX Global can support your sales and marketing needs, we help improve the efficiency of your overall sales process and lower your total cost of acquisition. Our sales and marketing programs operate 24 × 7 and offer inbound support through telephone, email and live chat.

Technical Support
We support Tier 1, 2, and 3 levels of technical support. Our Special Agents are thoroughly trained on your product or service and closely with you to develop an integrated recruitment, training and quality program so that our associates are well-equipped to handle your technical support needs.

IVR
IBEX Global’s approach regarding Interactive Voice Response (IVR) is to ensure seamless integration, robust tools for quality assurance (voice and data recording) and the capability to be totally customizable to meet any program demand. IBEX Global can develop an IVR specific to a clients needs customized to effectively facilitate customer interactions.

Services

Administrative Outsourcing
Data Entry Outsourcing
Claims Processing Outsourcing
General Ledger Compilation
ID/Documentation
Flagged or Suspicious Activity
Compliance