FAQs

FAQs

Where should I send my RFP?

We can’t wait to get started on your RFP. Just send it to abennet@blueocean.ca

What is required to obtain pricing?

The more information you can provide about the parameters of your program, the better! To start, our sales execs will ask about:

  • Approximate call volumes and any seasonality/predictable peaks and pikes
  • Required languages
  • Hours of operation
  • Required agent attributes including any specialized skills or certifications
  • Suite of channels and services to be offered
  • And of course, your brand promise and desired customer experience

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What pricing models are available?

Our contact center pricing models include an hourly rate, a per-minute rate, and a per-transaction rate. Click here for more details about available pricing models.

What are Blue Ocean’s standard rates?

That’s our trick FAQ because we can’t really answer it! Our pricing depends on many factors – most especially hours of ops, languages, required agent skills or certifications, etc. If you can give our sales execs some insight into your specific requirements, (see question/answer above) we would love to provide you with an estimate to get you started.

Should we decide to work with Blue Ocean, how quickly can we get started?

Our implementation process from award of business to go-live typically takes 90 days. This process includes operational and transition planning, technical planning, call volume forecasting, agent profile development, recruitment and training of agents, reporting development, quality assurance program development, and more.

Download Our Standard Implementation Form

What industries are your clients in?

Current client industries include:

  • Retail and CPG including eComm
  • Consumer electronics
  • Travel & Tourism including reservations
  • Technology: B2B and B2C
  • Telecommunications
  • FinTech
  • Insurance
  • Roadside Assistance
  • Education Services and Technology

Our expertise is in the delivery of high touch customer care for clients with complex service requirements. We have a proven track record of successfully applying that expertise to support clients in a wide range of industries.

What questions should I be asking potential partners?

In addition to establishing the basics (company facts, suite of services, etc.), be sure to ask about company culture and values, agent profiling and recruitment, training programs, employee engagement, reporting capabilities, customization capabilities, technical solutions and compatibility, and pricing. For more insight on RFP questions, read this article.

Do you have a minimum requirement?

Our minimum program size is 20 FTE.

How long have you been in business?

Blue Ocean was founded in 1994.

What are your AI capabilities?

Our foundational technologies support the latest in AI customer care options including chatbot integration, intelligent self-service integration, machine learning and data-driven omni-care, and intelligent escalations.

Why should I outsource my customer care?

High touch complex customer care is both critically important and difficult to manage. Often companies are looking to contain or reduce cost while driving an improved customer experience. In most cases, outsourcing to a strategic partner who is invested in your business will ultimately lower the cost of your customer care program. Outsourcing can be the right decision when you need to add capacity without negatively impacting your KPIs, when you need to scale for rapid growth or seasonal volume, when you require robust redundancy, when you need to stay ahead of customer service trends and technologies, or simply when you need to focus on your core offering without worrying about the details of customer support.

What language capabilities does Blue Ocean have?

The primary languages we support are: English, French, and Spanish. We also provide secondary support for low volume, coverage-model programs in Portuguese, German, Mandarin, and Cantonese.

What are Blue Ocean’s operating hours?

We operate on a 24/7/365 basis with client program hours customized to requirements.

Where are Blue Ocean’s offices located?

We have two facilities, both located in Atlantic Canada.

7051 Bayers Road, Halifax, Nova Scotia

1850 Vanier Blvd., Bathurst, New Brunswick

Are Blue Ocean’s agents work-at-home or on-site?

75% of our agents work in our offices. 25% of our workforce operate in an at-home model. This gives us the best of both worlds, including excellent flexibility to support clients who are significantly impacted by unpredicted short-term spikes in volume.

How many people work at Blue Ocean?

While we flex up and down to meet seasonal requirements for some of our largest clients, we usually employ between 750 – 1000 people.

Does Blue Ocean have a footprint in the U.S.?

We are supporting our U.S. clients, including the world leader in networking technology and the world leader in data intelligence, from our facilities in Canada. We have no facilities located within the U.S.

Does Blue Ocean have any offshore contact centers?

No. We offer high quality, affordable onshore/nearshore solutions from our two locations in Canada.

Do you have experience working in my industry?

With 25+ years in business we have supported clients in a wide range of industries including:

  • Retail and CPG, sub-specialties in grocery retail & eComm
  • Consumer electronics
  • Automotive
  • Travel & Tourism including reservations
  • Technology: B2B and B2C
  • Telecommunications
  • FinTech
  • Insurance
  • Roadside Assistance
  • Education Services and Technology
  • Sports & Entertainment

Can you integrate with my CRM?

Simple answer: yes. In our 25+ years in business, we have integrated with every major CRM and ticketing system on the market. We have also integrated with a multitude of homegrown/custom proprietary systems. Our core technology platforms offer the best in flexible integration options.

What countries do you operate in?

We provide support for our clients’ customers in North America, South America, Australia, and Europe from our facilities in Canada.

Do you offer PCI compliant solutions?

Yes.

Let’s talk numbers

Get a sneak peek into the business case for outsourcing.

Call center agent on computer screen. Customer support, technical support, client service, online help concepts. Modern flat design graphic elements. Vector illustration

At the front lines of customer service

 

 

If you need customized, high-quality customer experience solutions for mission-critical customers, you’re in the right place. We have an unwavering commitment to seamless customer service and efficient resolution. At Blue Ocean Contact Centers, our agents become your agents.

 

For over 20 years, our dedication to customer service as a competitive differentiator has enabled us to build trusted partnerships with clients who are market leaders in their industries.

 

Learn More About the Blue Ocean Story

Industry-Specific Customer Support Solutions

 

Here are a few of our specialties

 

Technology

Insurance & Financial Services

Travel & Tourism

Grocery & Consumer Packaged Goods

Consumer Products

Automotive & Roadside Assistance

Let’s get the show

on the road