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GPS, Global Processing Services

BPO Services

Customer care, tele sales and the back office behind them.

Global Processing Services offers world class customer care operations, tele sales and internal business functions as its core functions. We specialise in creating processes that maximise the productivity of your core staff.

01

What clients come to us for

Six functions carry most of the work we are asked to take on. Four of them are financial services back office, where the checks are repetitive, the volumes move and the cost of getting one wrong is not the cost of the file.

24/7 Customer Service

Cover around the clock, on voice, email, live chat, social media and video chat, worked in your systems and to your tone of voice.

Customer Experience

Tele Sales

B2B and B2C outbound calling, from cold list through to closing on the call, with sales verification behind every sale booked.

Sales & Growth

KYC

Know Your Customer

Identity and document verification on new customers, checked against your acceptance policy and referred to you where a file does not clear.

Back Office

CDD

Customer Due Diligence

Risk rating, screening and periodic review of customer files, with enhanced diligence applied where your policy calls for it.

Back Office

P2P support

Procure to Pay

Invoice capture, purchase order matching, exception handling and payment run preparation, on your ledger and your approval rules.

Back Office

Bank Reconciliation

Daily and period-end reconciliation of bank statements to ledger, with breaks investigated and cleared rather than carried forward.

Back Office
Contact centre agents wearing headsets

02

The full picture

Those six functions sit inside six service lines. Take one process or the whole function: the operating model, the reporting and the escalation path are the same either way.

01 / CX

Customer Experience

Customer support across voice, email, live chat, social media and video.

  • Voice
  • Email
  • Live chat
  • Social media
  • Video chat

We are passionate when it comes to solving our customers' challenges, and we do it by providing the best possible customer support at the most affordable rates.

  • Inbound call centre

    General enquiry, account servicing and complaint handling.

  • Technical support

    Tiered helpdesk with escalation paths into your own engineering team.

  • Order management

    Order taking, order entry, amendment and tracking, worked in your systems.

  • Reservations and bookings

    Availability, confirmation and change handling for travel, hospitality and services.

  • Billing and payments

    Invoice queries, payment collection and chargeback handling.

02 / SG

Sales & Growth

Inbound and outbound telemarketing, from cold calling to lead generation.

  • B2B
  • B2C
  • Inbound
  • Outbound

Our telesales operators make B2B and B2C calls to prospects to extend the reach of your products and services to a wider audience, and in turn improve your business return. Outsourcing telemarketing can also help your organisation strengthen its existing client relationships.

  • B2B and B2C cold calling

    Direct outbound calling to cold lists, scripted with you.

  • Lead generation

    Qualification against your criteria so your sales team only takes calls worth taking.

  • Debt collection

    Payment follow-up calling on your ledger and to your rules.

  • Calling campaigns and follow-up

    Direct mail follow-up, sales lead follow-up and service satisfaction calls.

  • Market research and surveys

    Customer satisfaction surveys and tele surveys, with raw data returned to you.

03 / BO

Back Office

Data entry and verification, document processing, finance and HR administration.

GPS can take care of all your data entry needs, without a hassle to you, and provide 360-degree services so that you do not have to worry about anything.

  • Data entry and verification

    High-volume data capture and verification.

  • Document processing

    Classification, extraction and indexing of forms, claims and applications.

  • Finance and accounting

    A full range of bookkeeping and accounting services, scaling up through your peaks and back down again when they pass.

  • Human resources administration

    Flexible HR outsourcing, whether you want specific services or the whole function.

  • Database management

    Cleansing, de-duplication and enrichment to keep your CRM worth querying.

  • Research and list building

    Contact and account data built to your target definition.

04 / QA

Quality Assurance

QA outsourcing with an emphasis on time-bound delivery and customised solutions.

Our quality assurance services help our partners manage the quality of their deliverables while keeping costs low. Our objective is to deliver what we promise on time, every time.

  • Contact quality monitoring

    Sampled call, chat and email scoring against a rubric agreed with you.

  • Process and compliance audit

    Checks against your scripts, your regulatory obligations and our own controls.

  • Quality assurance programmes

    Helping you build a programme that launches your product without the associated setup cost.

  • Evaluation and calibration

    Regular calibration sessions with you, and an unbiased statistical method of evaluating calls.

05 / CT

Consultancy & Training

Market access consultancy, plus training and writing for your own operation.

Consultancy services from GPS help you get your goods to market smoothly and efficiently. To ensure you gain full market access, your goods must comply with the requirements of your target market, and identifying and meeting those requirements is a complex challenge.

  • Market access consultancy

    Understanding and meeting market demands anywhere in the world, whatever your industry.

  • Call centre consultancy

    Resolving human resources issues in your own call centre team through structured training programmes.

  • Training programmes

    Training modules built around your call centre facility, so you can monitor efficiency and assess day-to-day work quality.

  • Speaking activities

    Speakers for courses, conferences and specific events, on specialist areas across your organisation.

  • Writing services

    Independent articles, whitepapers and case studies, alongside copywriting, blogging, editing and technical writing.

06 / ME

Market Entry

Incorporate your business in Singapore, on a discounted annual or monthly plan.

Company incorporation in Singapore for Sri Lankan business owners, handled from Sri Lanka. Available on a discounted annual plan or a cash-flow friendly monthly plan, and our journey with you does not stop at incorporation.

  • Singapore incorporation

    Company formation for legally registered Sri Lankan businesses, from any industry.

  • Corporate secretarial

    Corporate secretarial functions and resident director functions.

  • Accounting and tax

    Payroll, accounting and GST filings.

  • Banking and visas

    Visas, banking and government facilitation.

  • Administrative support

    Centralised communications and storage, and 24/7 admin support.

  • Board and signing

    Virtual board meetings and scheduling, with e-sign capabilities.

Next step

Tell us the process you want to move.

Send us the volumes, the hours you need covered and the systems the work sits in. We will come back with a scoped proposal, a delivery plan and a price.

Request a proposal