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

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

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.

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.

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.

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.

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.

Blue Ocean was founded in 1994.

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.

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.

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.

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

Our headquarters are located at:

7051 Bayers Road, Suite 400

Halifax, Nova Scotia B3L 4V2 Canada

Our workforce is approximately 75% hybrid or work-at-home with employees in all ten provinces across Canada.

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

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.

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

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.

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

Yes.