Technical Support

With over 30 years of experience in the BPO sector and nearly 1 billion customers served, SPi Global provides both responsive tech support and help desk services to some of the world’s most successful companies.

SPi Global’s wealth is in human resources – a worldwide roster of more than 18,000 employees in 30 countries, including the US, Netherlands, Philippines, Vietnam, and Australia – allowing us to operate outside US hours. We are one of the pioneers in customer relationship management in the Philippines, and we provide our clients with the optimal offshore, near-shore, and onshore solutions that lead to outstanding results.

Our team of highly dedicated experts is composed of top-notch English-proficient, IT-capable experts, more than 90% of whom are college graduates. In order for us to provide the best customer experience in the market, we meticulously select only the most qualified candidates as our agents. Once hired, all new hires must undergo our world-class English Communication Training program developed by the University of California – Irvine (UCI).

When finished with training, our call center professionals become well-equipped to handle queries related to product information (features and benefits), tracking, and troubleshooting. They also bring with them their expertise in several fields such as customer care, retail, data management, healthcare information services, and communications.

Clients can access our help desk support via e-mail, chat, and phone. We respond to e-mail concerns within 24 hours, present 24/7 access to web reports and on-the-hour support on KPI (Key Performance Indicators), offer real-time chat support, and turn to phone assistance when necessary. Our customer service representatives are trained to provide solutions on a variety of challenges from simple (Level 1), intermediate (Level 2), and complex (Level 3). We guarantee favorable responses with our error-free customer service system and a CSAT (Customer Satisfaction Test) at the 98th percentile.

While the quantity of business transactions is important, SPi Global’s long-term goal is to build long-lasting relationships with clients through quality care and customer experience that only our call center team can provide.

But aside from customer relationship management, we also provide back office support. This frees valuable time so clients can focus on the core processes of their businesses. Our services include, but are not limited to: communication assistance (chat and e-mail), data conversion, video diagnostics, and account management.

All these services borne out of our dedication to excellence has led to some awards:

International ICT Awards

  • BPO Company of the Year, 2011 International ICT Awards
  • Non Voice Excellence of the Year, 2010 International ICT Awards
  • Multi Sourcing Company of the Year, 2009 International ICT Awards

Global Services 100 Awards

  • Top Mid-Tier BPO Provider, 2012 Global Services 100
  • Top Industry-Specific Niche Leader, 2012 Global Services 100
  • Top Global Knowledge Process Leader, 2012 Global Services 100
  • Leader – Mid-tier Customer Management Services, 2012 Global Services 100

International Association of Outsourcing Professionals (IAOP) Global Outsourcing 100

  • Best 20 Leaders – Customer Relationship Management Services, 2013 Global Outsourcing 100

European CEO Awards

  • Best BPO Company in Asia, 2013

Our group of solid management professionals is also certified by Six Sigma. This gives us a distinct advantage over our competitors in ensuring quality in everything that we do. We are also compliant with ISM (Information Security Management) and PCI DSS (Payment Security Card Data Security Service).

Our clients therefore enjoy increased revenues and profits, enhanced security, and highly satisfied customers.

Gain additional insights on the eight reasons why choosing SPi Global can lead to lower costs, quicker response times, and higher customer satisfaction.