Black Box Entertainment Ltd. provides offshore business process outsourcing, or ‘BPO,’ services primarily to U.S.-based clients from its facilities in the Philippines.
The company’s BPO services involves contracting with an external organization to take primary responsibility for providing a business process or function, such as customer management, transcription and captioning, processing services, human resources, procurement, logistics support, finance and accounting, engineering, facilitie...
Black Box Entertainment Ltd. provides offshore business process outsourcing, or ‘BPO,’ services primarily to U.S.-based clients from its facilities in the Philippines.
The company’s BPO services involves contracting with an external organization to take primary responsibility for providing a business process or function, such as customer management, transcription and captioning, processing services, human resources, procurement, logistics support, finance and accounting, engineering, facilities management, information technology and training. These customer care services and solutions are provided by its customer service representatives to small and mid-sized companies in the healthcare, communication, business services, financial services, publishing, and travel and entertainment industries.
Services
Customer Management Services
The company offers a range of customer management services to its clients. The company’s consulting services group collaborates with each client to ensure their solution is both successfully deployed and specific to their business needs and requirements. The company partners with each client to design, deploy, and maintain integrated services between its technology infrastructure and its clients’ systems. The company addresses its clients’ service strategies, anticipated volume and service levels, reporting and analytical requirements, networking and security, back-end system integration, and training and staffing needs. The company provides the following types of customer management services through multiple integrated communications channels:
Customer service: The company’s customer service support services is initiated by inbound calls and e-mail from its clients’ customers and addresses a range of questions regarding their account billing, changes in services, reservation changes, delivery updates on goods or services, complaint and issue resolution and general product or service inquiries.
Inbound sales: The company handles inbound calls from customers purchasing products and services from its clients, including travel reservations, telecommunications services, Internet services and consumer products and services.
Technical support: The company’s technical support services include handling troubleshooting calls, responding to software and hardware problems, providing support for Internet service problems, managing corporate help desks and providing warranty or post-warranty support.
Direct response sales services: The company’s direct response services is designed to involve handling inbound telephone orders or inquiries for clients in the direct marketing industry, including those calls received in response to print advertisements, infomercials and other electronic media.
Accounts Receivable Management Services: The company provides services to collect consumer receivables in the financial services, telecommunications and utilities industries.
Other BPO Services
The company also provides a range of additional BPO services, including credit application processing, mortgage processing, title searches and data verification, which consists of verifying an individual's credit, employment, identity or other borrower information. Additionally, the company conducts product and fraud detection, manage refunds, warranties and applications, and conduct preparations for serving legal papers. These services are also offered during the Philippine daytime (U.S. night-time).
Competition
In customer management services, the company’s principal competitors would include publicly traded U.S. companies PeopleSupport, Inc., Sykes Enterprises, West Corp., Accenture Ltd., ExlService Holdings, Inc. and TeleTech Holdings. Its privately held competitors include eTelecare International, ClientLogic, Qualfone and Innodata.
History
Black Box Entertainment Ltd. was incorporated in 2007.