Our patented operations platform helps our people drive the metrics that are most important to our clients.  With the functionality of bBox we establish a coaching cycle that delivers constant agent growth and metrics improvement.  bBox provides our agents, coaches and managers all the insight they need to improve. Whether it’s performance metrics, trends, weekly commitments, supervisor feedback, kpi breakdown by agent, or schedule visibility, information is always at the tip of their fingers and is openly shared between agent, supervisor and manager.

With state-of-the-art tools and technology we are constantly aware of what each of our agents and coaches are doing at all times.  Our automatic and transparent access to their screen navigation, personal camera and real time disposition allows our coaches, managers, auditors and QA specialists to cross-check metrics, behaviors and tool usage in order to provide better feedback and to ensure productivity and information security.

Our business intelligence team, made up of engineers, turns a lot of information into actionable items all the way down to the agent level.  With the help of state of the art tools and technology it generates valuable insight into performance and productivity at all levels.  The team provides our clients with valuable performance information such as: trend analysis, breakdowns by product, LOB or team, agent assessment and much more.  

As a tool to further help align our collaborators’ goals to our clients’ we built SRP, a tool that provides agents, coaches and managers with visibility into their ranking relative to peers regarding performance and productivity metrics.  The metrics and goals are jointly determined by our clients and management to cover client needs and can be changed every month. An economic component is attached to the ranking in order to provide extra incentive for our agents and coaches to keep improving.

Infosec is serious business at Beliveo, it is still more serious when our clients are operating in foreign soil.  That is why our management team was the very first to certify a call center in ISO 27001 back in 2006, the first in the entire American continent.  From how we screen candidates all the way to how we keep digital intruders at bay, through the use of practices, technology and culture we have been able to “harden” our business for the benefit of our clients.  Our clients need not worry about a foreign company handling their most valuable information, we got it covered with ISO 27001 and PCI-DSS certifications.