Outsourcing fails in predictable ways. We built SenBPO to prevent them.
Quality slips, the vendor goes quiet, good people leave. Here is how we work differently, and what you can check for yourself.
Four worries, four answers
Jump to the one on your mind.
Built by someone who used to audit vendors
Before SenBPO, Phoebe Dinh spent seven years choosing and checking outsourcing partners for a global platform, after starting on the moderation floor. She knows the shortcuts vendors take, so we do not take them.
When you call SenBPO, you speak to the person who will run your program.
Meet Phoebe Dinh
Start small. Scale when the numbers say so.
No big-bang launch. You see results on real work before you commit to more.
- 1 · Discover
Understand the work
Volumes, languages, tools, security needs and your targets.
Requirements summary
- 2 · Design
Plan the team
Team size, roles, shifts, reporting and pricing.
Proposal and quote
- 3 · Pilot
Test on real work
A small scope with a baseline and agreed go-live targets.
Pilot results report
- 4 · Launch
Go live
Hiring, training, knowledge transfer and a readiness check.
Signed-off playbook
- 5 · Operate
Run it every day
Daily management, QA, escalations and staffing.
Weekly report
- 6 · Improve
Fix the cause, not the symptom
Each month we review errors and slow steps, fix the process and retrain.
Monthly review
Timelines depend on team size and tool access. We confirm them in your proposal.
Nothing hidden. You can check it every week.
A weekly report, not a promise
Real work scored against clear criteria, calibration sessions you can join, and a written summary every week: what went well, what went wrong and what we changed.
- Playbook that records every rule and exception
- QA scorecards on real work
- Calibration on tricky cases, with your team
- Top issue: refund policy unclear → guide updated
- Staffing next week +2 for sale
- 3 cases need your decision
Access is limited and written down
People only see what their task needs. Where data can be viewed, stored and shared is agreed with you in writing, and every new starter is trained on confidentiality.
- Access limited to what the task needs, for as long as it is needed
- Incident steps: report, contain, record
- Extra controls documented where your program needs them
| Role | Your data | Access |
|---|---|---|
| Support agent | Tickets in the assigned queue | Own queue |
| Team lead | Queue + QA scores | Team |
| Other SenBPO teams | None | No access |
| Access review | Reviewed on changes | Logged |
We only claim what we have
We do not claim certifications we do not hold. If your program needs a specific standard, send us your security questionnaire. We will answer it honestly and explain how we would close any gap.
A team that stays learns your business
We hire and train people who are often overlooked: people with disabilities, talent from lower-income provinces and people returning to work. They get the same tests, the same training and the same promotion paths as everyone.
For you, that means lower turnover and more experience on your account, and quality that improves over time.
- A wider pool of capable people
- Lower turnover, more experience on your account
- A partner that matches your values
Skilled people, practical cost, a useful time zone
Hanoi (UTC+7) gives you a young, digital-savvy talent pool and a workday that overlaps Asia-Pacific hours and the start of the European day. For the Americas we plan night shifts so customers are never left waiting.
We do not quote generic savings percentages. Your quote shows the maths.
An honest fit check
A great fit if…
- Written support: email, chat and tickets
- Content moderation and data labeling
- Back-office and data work with clear rules
- Manual software testing
Probably not a fit if…
- Large teams of native-accent American English phone agents
- Mostly Tagalog-speaking support
- The only goal is the cheapest possible seat
Still weighing countries? Vietnam or the Philippines for outsourcing?
Ready to build better operations
Tell us what you need to run, fix, or growWe will map out the right team and a pilot plan