OP360 Overview

A better way to grow your company

OP360: Outsourcing made personal

Owner operated, fast-growing US-based BPO with 3,500+ global employees.

Large enough to support our Fortune 500 clients, nimble enough for early-stage ventures.

Provides omni-channel, 24/7/365 back-office and customer facing solutions.

We offersavingsof50%+ while consistently outperformingUSteams.

Owneroperated

OP360 is owned and run by seasoned contact center entrepreneurs/operators, managedby high performing, tenured middle management team and deliveredthrough loyal staff withverylow attrition.

We are a challenger BPO that is more nimble and delivers better value than large big box BPOs:

● OP360 treats your customers like they are our customers. Really. We’ve been there.

● We are big enough to deliver but small enough to care.

● ~ 80% of our clients are PE backed (rapid scaling and cost cutting organizations).

● 2023GoldStevie®AwardforSales &CustomerServiceforthe "ContactCenteroftheYear(Over 100Seats)-BusinessServices Industries”category. ●

What we do

Customer Experience

We raise the bar in digital customer experience.

With over 40 million customer interactions every year, and very high satisfaction levels, we’ve got this.

Back Office Support

We work hard behind the scenes to keep your business running smoothly and your customers happy.

AIOperations

You bring the tech, and we bring the team.

Content Moderation

● Customer support including SMS, chat, voice, social and email

● Technical support

● Sales and marketing

● Research

● Bookkeeping

● Software development

● Operational processes

● Inventory management

● Record collection

● Accounts receivable and payable

Clients benefit from our deep understanding of industry best practices. We offer data labeling for:

● Text / Audio

● Image

● Video

● Sensor

● Map data

We help curate your customers’ experience and safeguard your brand.

Our multilingual, multi-location content moderators flag and address inappropriate content.

● Live video moderation

● Moderation across all media types including text, image, and video

Industriesweserve

OP360 was founded in 2006 by entrepreneurs who have operated on both sides of the BPO fence.

We leverage this experience and "ownership mentality" to outperform larger BPOs across multiple industry verticals.

Why our partners choose us

1 2 3 4

You won’t get lost. We have "large company " infrastructure but provide the care and attention of a hungry, agile, smaller firm.

When you have meaningful work and a great company culture, the team stays intact and delivers on KPIs/SLAs.

Friends don’t let friends work for bad BPO companies and effective scaling through staff referrals is our forte. Our staff screening, onboarding,and development techniques are highly effective. In 2021 we had 250+ well deserved internal promotions.

3%

95%

Staff attrition Employee satisfaction (ESAT)

94%

Client satisfaction (CSAT)

50% of new hires are referrals

Flawless transitions and coordination…

We deliver:

360Transition

360CollaborationTM

Your customers and internal stakeholders expect seamless, exceptional customer service from Day One. Our proven Transition Team and internal implementation processes will ensure this happens.

Our proprietary tool, 360 CollaborationTM is a distribution portal where we share solutions to recruiting, CX, and training challenges. This has led to many OP360 systems, training, and learning programs being adopted by our clients own internal groups.

Clientcasestudy

The partnership began in 2017 with 15 agents. We now support ~70 LOBs with ~1000 FTEs.

Theclient

A Fortune 500 e-commerce company.

Ourservices

We provide 24/7 support across 70+ business lines including Customer Service, SKU Management, Legal, Content Moderation, Finance, Data Management, and Competitive Intelligence.

Fromacorntooak

Month over month, OP360 has continued to expand the scope of our services and now provides approximately 1,000 full time staff. Many in areas the client had not outsourced before.

Whattheclientsays

Quality is top priority

“The leadership and the general dedication to ensuring that the team reaches the KPIs have been exemplary.”

“Since the start, OP360 initiated a constant feedback communication loop with the IH stakeholders. Thanks to this approach, the team managed to cut handling time in half. The team is executing at 101% quality standards and is exceeding expectations.”

“The eagerness to solve issues is optimal and has been extremely helpful to shape the project and draft the improvement areas. Without this type of communication, we could not be where we currently stand. Thank you again and keep up with the amazing work!”

A difference that matters

Culture

Itstartswithourculture.

We are a meritocracy at heart and celebrate achievement and growth.

Entrepreneurism is in our blood. We encourage resourcefulness, speed, and innovative problem-solving.

Premium talent

Word of mouth works.

Our culture and commitment to local communities attract the best of the best.

Recruiting, developing, and rewarding talented individuals is part of our DNA.

Performance Leadership.

Seasoned management with exceptional staff retention drives higher production and quality for our clients, quicker ramp ups, and lower costs.

We live our OP360 values

Engagement

Work as one, have fun, build energy

Credibility

Act with integrity

Empowerment

Commit to employee and client success

Transformation

Continuously improve and innovate

Service

Make a social impact

Wewelcome newideasand perspectivesand supportdiversity andinclusion.

And care about our staff and their communities

95% of the employees are satisfied and enjoy working at OP360!

“Being in OP360 is one of the best choices in my life. This company values employees’ opinions and there is great camaraderie.”

“I appreciate the company for being so resourceful and flexible in these trying times…. I am proud to be part of this growing company.”

“A big thanks to this company and the management for the care and support to their employees especially this time of pandemic and crisis. We are very thankful and grateful.”

Nell T.

Nathalie P.

Rose B.

Caring about our people gets results

93%

83% Supportive leadership Fun at work

84% Teamwork is valued

45% Women in leadership roles

Global footprint

Ridgefield, CT US headquarters

Barranquilla, Colombia

Metro Cebu, Philippines

Coimbatore, India Davao City, Philippines

Notsure about outsourcing orswitching BPOs?

We will provide you/your portfolio companies an in-depth assessment of cost and customer optimization opportunities.