BPO Services

Sutherland Front Office management services focus on the management of our clients’ customers’ lifecycle and help our clients increase revenue, expand margins, improve working capital management, increase customer satisfaction, reduce churn, and help improve overall competitive differentiation. The core of Sutherlands 25+ year history has been in the Front Office. Sutherland has been recognized as a leading CRM provider by Gartner Group, Nelson Hall and Frost & Sullivan.

The following summarizes the services that we currently provide to our clients:

Customer Service and Customer Care

A Seamless Extension of Your Sales Organization

  • Twenty plus years of experience
  • Industry leading technology platform
  • Multi-channel customer care solutions via telephone, email, chat or web self-service
  • Blended shore delivery model that allows clients to leverage delivery centers across the globe

Account Management

A seamless extension of your sales organization

  • Acquisition and retention of clients’ prospective and existing customer bases
  • Seamless extension of clients’ sales organizations
  • Lower customer acquisition costs

Technical Support

Improve CSAT levels and generate additional revenue

  • Sutherland has built a PC Ecosystem support model that facilitates deep knowledge at all staffing levels
  • Significant investment in technology and physical infrastructure
  • Cost reduction and improved operational efficiencies

Click here to read about SmartLeap™ the revolutionary support platform

Pay for Support

Convert out-of-scope customer care calls into revenue

  • Proven fee-based support delivery model
  • Customized programs that respond to customers’ how-to questions, 3rd party questions, out-of-scope and/or post-warranty inquiries for a fee

Click here to read about SmartLeap™ the revolutionary support platform

IT Service Desk

Improve Efficiency and Performance while Driving down Costs

  • Based on ITIL procedures and best practices
  • Global multilingual support
  • Up to 40% - 60% reduction in costs
  • Significant increase in end user productivity
  • Over 20 years of experience in IT Service Desk solutions for our clients


Achieve and Maintain Your Competitive Edge

  • Home based outsourcing solution built on a virtual business model utilizing a national pool of home-based associates
  • Supported by Sutherland’s robust and advanced technology infrastructure
  • Cutting-edge technology, comprehensive reporting capabilities, high system availability and stringent security policies

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