Today, organizations are in a constant race to improve the experience they provide to their customers. Additionally, they also need to perform tasks like accounting, training, customer support,.amongst others, which are essentials but are not the core activities. Thus, organizations seek partners to outsource these operations at an affordable cost and can deliver quality work.

ENVO BPO is one such desired partner in the Business Process Outsourcing industry which specializes in the services of contact centers and delivers exceptional services to clients across diverse industries.

Following is an interview between Insights Success and Mr. Jeremy Lim, Director of ENVO BPO.

• Kindly brief us about your organization your vision, mission and your values.

ENVO BPO is a professional business process outsourcing company based in Malaysia specializing in the services of contact centers. We offer professional, flexible and personalized call center solutions that serve small, medium-sized companies, multinational, governmental organization, and listed companies both locally and around the world.

Some of our core services include customer support, appointment setting or leads generation, customer survey, telemarketing and tele-sales for our clients. We have also recently expanded to human resource and IT outsourcing.

Peter Drucker, one of the most widely-known and influential thinkers once mentioned “Do what you do best, and outsource the rest”. We have been promoting this concept to all our team members and clients as this is in line with our mission of educating companies to outsource their non-core activities and at the same time providing quality services to them through our dedicated staff.

We share the vision of revolutionising the concept of outsourcing and in order to be in the forefront of industry developments, we have partnered with other outsourcers focusing in payroll, accounting, and training sector. With our business partners on board, we are able to scale greater heights being the one stop preferred outsourcing company for our clients.

We have also partnered with BPO or call centres from other countries such as China, Canada, US, Japan, Pakistan, Philippines, Albania, Ukraine and Cambodia to have global presence. Our multilingual, one-stop call center solutions help customers to quickly and flexibly expand their global market operations.

• Please tell us about your work at ENVO along with describing your overall professional journey.

My journey has indeed been an interesting one, from being a lawyer to an entrepreneur. My legal background helped me to see things from different perspective and I have to now look at things from commercial side as well. Along the way, there will always be naysayers and people who will bring you down with criticisms which are not constructive. Nevertheless, I will live by my personal motto of ‘work hard in silence, let success be my noise’.

ENVO is a second-generation business formed in 2009. As you know now, I am a lawyer by profession (Barrister-at-Law), took over the business in 2016, and the company expanded from 30 employees to more than 300 employees assisting our clients from various industries around the globe.

• What are the cutting-edge products/services offered by ENVO BPO? 

ENVO strives to achieve the KPIs given by clients at a very competitive rate without compromising in quality and efficiency. At the end of the day, clients are results driven and are always tight on budget. Through our commitment to excellence, we are able to balance these two very important factors to our clients’ delight.

In ENVO, we believe in openness, integrity and transparency to all our clients. We will allow our clients to have a trial period to observe if outsourcing is the best option for them. We will not jeopardise our core values in order to get a project. If outsourcing is not a good option for our clients, we will re-strategise and advise them accordingly.

• How has your organization sustained its market competency? What are the characteristics that set it apart?

ENVO has created five (5) steps when engaging with potential customers namely:

1. Understand what the client would want to outsource (HR, IT, customer support, survey or telemarketing)
2. Get the client’s KPI – their achievement based on their current model and SOP

• Explain to client on our SOP and how ENVO can assist them

1. Get the budget from our client and manage their expectation according to their requirements
2. Be truthful and transparent to client if outsourcing model works for them based on their requirement

We believe the above steps are crucial in differentiating us from the others based on the value of openness and transparency.

• Share your views on the latest trends in the BPO industry. How are you keeping up with them?

The concept of outsourcing is nothing new but there is a growing demand as of late due to the current economic climate. We have been getting enquiries from all over the world due to our strategic location and multilingualism. ENVO has been investing in call centre technologies to further enhance customer service experience and at the same time improving sales for our clients.

• How do you maintain a productive work culture at your company?

Our staff are well trained with our in-house trainers constantly monitoring the quality of the staff performance. Our trainers and staff will need to undergo proper training with our clients before the kick-start of a project and they are also sent to various courses for continuous personal development. We have our own quality control department as well to monitor the quality of our services.

We organise various activities and motivate the team by giving incentives, both monetary or non-monetary. Each project team will have their own ‘cheer’ or sharing session on daily basis as well to keep each other motivated.

• What are your future plans for the company? Where do you see the company in the years to come?

We have plans to expand globally with our business partners and continue to educate companies out there to outsource their non-core activities. We are also currently working with our technology partners to strategise the use of Artificial Intelligence (AI), Robotic Automation Solutions and block chain technology in the BPO industry.

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