Jeremy Lim Wei Chang, Director of Envo BPO Services SDN, tells us about business process outsourcing.
First of all, how are you and your family doing?
Jeremy Lim Wei Chang: I am grateful that my family and I have recovered from Covid-19 without any severe symptoms. As we are all recovering from the pandemic, we are striving to help clients to sustain and grow their businesses via the concept of outsourcing.
Tell us about you, your career, and how you founded or joined Envo BPO Services.
Jeremy Lim Wei Chang: I am a barrister-at-law by profession, a second-generation business owner who took over the family business in 2016 and has since expanded the company from 30 to more than 300 staff, helping clients from various industries all over the world with their outsourcing needs.
We pride ourselves as the specialist in customer support and telemarketing for various sectors such as companies in telecommunication, banking, insurance, logistic, direct-mailing, government, and even e-commerce sectors.
Apart from customer support and telemarketing, some of our other core services include lead generation, customer surveys, and telesales. We have also recently expanded to human resources and IT outsourcing during the pandemic.
How does Envo BPO Services market its product/services online?
Jeremy Lim Wei Chang: We are fortunate to have grown our presence online via Facebook, LinkedIn, Instagram, and also on Google search organically partly due to the reviews and trust given by our clients and partners. We also collaborate with various partners, including technology partners worldwide, to ensure we stay relevant in the BPO industry, and they assist in marketing our services as well.
How the coronavirus pandemic affects your business, and how did you get through it?
Jeremy Lim Wei Chang: Thanks to the pandemic, we had no choice but to use technology to get closer to our team members and clients. Closing deals from abroad is possible as opposed to pre-pandemic, where we had to meet clients physically. Also, most of us are now well equipped to work from home while maintaining the same productivity as working in the office.
What are your core values, and how do you differentiate your company from others?
Jeremy Lim Wei Chang: We hold dearly to our 3S values, namely Speed, Scalability, and Savings, in order to compete in the BPO industry.
By doing so, we have created five (5) steps when engaging with potential customers, namely:
1) Understand what the client would want to outsource (customer support, telemarketing, telesales, customer surveys, leads generation, HR & IT)
2) Get the client’s KPIs – their achievements based on their current model and SOP
3) Explain to the client about our SOP and how ENVO BPO can assist them
4) Find out what budget the client has in mind and manage their expectations based on their requirements
5) Be open and transparent to the client about whether the outsourcing model works for them based on their requirements
We believe the above steps are crucial in differentiating ENVO BPO from the others based on the value of openness and transparency.