Business Process Outsourcing (BPO)

Overview

What you get with Virteva

Traditional operations and business process outsourcing models are being reinvented through ServiceNow-driven digital workflows that lean on automation, artificial intelligence, and cloud. To stay relevant and grow, businesses must continuously improve processes while serving customers, employees, suppliers, and partners with the same level of care.

Virteva’s BPO services help mid-market organizations uncover greater efficiencies, improve workflows, and deliver a better employee and customer experience. We work directly with end users on customer experience engagements, act as an extension of internal teams on back-office operations, and support entire IT environments through our technical solutions practice, including a 24/7 IT service desk for clients who want focused Tier 1 and Tier 2 IT support.

World-class delivery is anchored in Manila with a 400+ specialist team, PCI-certified facilities, and 20+ years in market. Onshore U.S. account leadership and home-based agents in additional regions round out the hybrid model, so smaller campaigns get the same enterprise discipline as larger ones, billed in arrangements that flex with the business.

The problem we solve

IT challenges that hold growing companies back

The Challenge

Call volumes spike during peak hours and abandonment rates climb fast
Back-office transaction work is buried in spreadsheets and tribal knowledge
Larger BPO providers treat smaller campaigns as an afterthought
Offshore-only models lack onshore account management and cultural alignment
Outsourced operations stay static while the rest of the business adopts automation and AI

The Virteva Approach

Hybrid onshore and Manila offshore delivery with named account leadership
PCI-certified Manila facility with redundant infrastructure, multiple ISPs, and generator power
Specialty in smaller campaigns of 5 to 100 agents with flexible billing and outsourcing arrangements
Digital workflows built on ServiceNow and Microsoft, with automation woven into every process
20+ years in market and a long-tenured team that compounds expertise across engagements

17% → ~5%

is the call abandonment rate improvement MadeComfy, an Australian short-term rental operator, achieved within one month of launching an inbound contact center with TREC Australia (a Virteva company) in Manila. Phone, email, and live chat coverage stood up across a 14 FTE team, with real-time agent metrics and dedicated supervision from day one.

What's included

Everything you need to run IT right

Every engagement includes these core capabilities, configured for your environment and backed by contractual SLAs.

Customer Experience Operations

Inbound and outbound voice, email, chat, and social monitoring across B2B and B2C. Customer care, service-to-sales motions, dispatching, and guest experience covered by trained CX agents.

Back Office Support

Transaction handling, billing and accounting, sales and order management, analysis and reporting. We act as an extension of your internal team with documented processes and SLAs.

Technical Solutions

IT help desk, IT operations and monitoring, service-provider coordination, and SaaS application support. Backed by the same Microsoft and ServiceNow expertise that powers our managed IT business.

Manila Delivery Hub

400+ specialists in a PCI-certified Manila facility with redundant infrastructure, multiple ISPs, and generator power. Home-based agents outside Manila add localized country and language support.

Flexible Campaign Sizing

Specialty in smaller campaigns from 5 to 100 agents, with the ability to scale and create hybrid service operations. Variety of billing and outsourcing arrangements to fit how you actually buy.

Digital Workflows and Automation

Traditional BPO is being reinvented through automation, AI, and cloud. We build digital workflows on ServiceNow and Microsoft so process improvement compounds rather than resets at every renewal.

How it works

From first call to ongoing partnership

01

Discovery & Assessment

We audit your current Microsoft and ServiceNow environment, document every system, and identify gaps, risks, and quick wins.

02

Custom Proposal

You get a fixed-scope proposal tied to your business goals. Named SLAs by ticket priority. No surprises, no hidden costs.

03

Migration & Onboarding

Our team handles the transition with zero disruption. We migrate, configure, and validate before going live.

04

Ongoing Partnership

24/7 support, proactive monitoring, quarterly reviews, and strategic advisory. We grow with you, not just support you.

Client spotlight

See how it plays out in practice

Hospitality and Short-Term Rentals

MadeComfy cuts call abandonment from 17% to roughly 5% within a month of launching an inbound contact center in Manila

Challenge

Demand outpaced supply of premium short-term rental units after the 2020 global crisis, and handling mass guest inquiries across phone, email, and chat became an operational bottleneck. Abandonment rates ran at 17% during peak hours.

Solution

TREC Australia stood up an inbound contact center in Manila scoped to 14 FTEs covering phone, email, and live chat. Senior team leads and operations managers delivered Australian-aligned account management, real-time agent metrics, and a guest experience designed for retention.

Read full case study

17% → ~5%

Call abandonment rate within first month

Frequently asked

Common questions

Three core practice areas: customer experience operations across phone, email, chat, and social; back-office support including transaction handling, billing, accounting, and order management; and technical solutions including IT help desk, monitoring, and SaaS application support. B2B and B2C engagements both fit the model.

Our central operations hub is in Manila, Philippines with a 400+ team and a 20+ year market presence. The facility is PCI-certified with redundant infrastructure, multiple ISPs, and generator power. Home-based agents outside Manila extend coverage for localized country and language support.

We run a hybrid model. Account leadership and coordination are onshore in the United States, with delivery from Manila and home-based agents as needed. Hybrid service operations that blend onshore and offshore for different functions are common.

We specialize in smaller campaigns from 5 to 100 agents, a segment that larger BPO providers tend to underserve. The model scales up as engagements grow, with flexible billing and outsourcing arrangements to match how you actually want to buy.

Standalone inbound campaigns have launched in under 60 days from contract to live agents on the phones, as the MadeComfy engagement demonstrated. Timelines depend on training depth, process documentation, and integration with your systems, all scoped during the build phase.

The IT service desk is a focused Tier 1 and Tier 2 IT support engagement built on ServiceNow with Microsoft-certified engineers. BPO is broader and covers customer experience, back-office, and technical operations across industries, including non-IT work like guest support, billing, and order management. Many clients use both.

Related services

Hybrid Onshore and Offshore BPO Built on Digital Workflows