VPO Services

18/07/2025

Everyday Office Wins That Secretly Make Our Day
Not every workday is exciting, but sometimes it’s the small moments that make everything feel better. These little wins don’t come with a trophy or a team announcement, but they give us a mental high-five, help us stay sane, and make the day feel just a bit easier.

Here are some of the little wins that office workers quietly celebrate — often with a smile, sometimes just in their heads.

1. Starting the Day with a Good Cup of Coffee
A smooth, warm cup of coffee can set the tone for the entire day. Whether it’s your go-to 3-in-1, a fresh brew from your home machine, or the last decent packet in the office pantry — that first sip makes you feel like, “Okay, I can do this.” It's even better when no one talks to you until you’ve finished it.

2. Wrapping Up a Task Before the Deadline
Finishing something early always feels like you’ve unlocked a secret productivity level. You don’t have to rush, explain, or make excuses — it’s done, and it’s done well. You might even have time to double-check it… or just take a quiet break before the next thing.

3. Getting Praise from a Client or Boss
A quick “Nice work” or “Thanks for the fast reply” might not seem like much, but it hits just right. It means someone noticed — and that your effort didn’t just vanish into the void. Sometimes, that one line keeps you going for the rest of the day.

4. A Client or Prospect Replies Faster Than Expected
You sent out the proposal, braced yourself for a week of silence… but the reply comes within the hour. No chasing. No awkward follow-up emails. You’re impressed — and slightly shocked — but grateful things are moving.

5. No Traffic Jam to or From Work
Some mornings, the roads are smooth, the lights are green, and you actually reach the office feeling calm. Or after work, you get to drive home without battling every car in the city. It’s a small win that feels like you've cheated the system — legally.

6. Free Food in the Pantry or Meeting Room
Nothing brightens up a slow workday like the surprise appearance of snacks. Whether it’s leftover birthday cake, mystery curry puffs, or someone’s holiday treats, you make a casual walk to the pantry just to “check things out.” You weren’t hungry, but now suddenly you are.

7. You Finish the Day On Time
Closing your laptop right when the clock hits 6PM (or whenever your day ends) feels like a mini escape. No lingering emails, no sudden “quick call?” requests. You made it out on time — a true, underrated victory.

8. Realizing There’s a Public Holiday Next Week
It always feels like a bonus when someone casually reminds you, “Eh, next Tuesday cuti ah.” Even if it’s just one day, your mood lifts immediately. Suddenly, you start recalculating your workload and lunch plans with renewed hope.

Final Thought
Not all wins come from promotions, awards, or closing big deals. Sometimes, it’s the small things — the smooth mornings, the fast replies, the surprise kari pap in the pantry — that keep us going. These everyday victories may be small, but they matter more than we realize. Because in the middle of meetings, emails, and deadlines, it’s the little things that make a big difference.

15/07/2025

Are customer messages piling up?
Is your team struggling to keep up with calls, emails, or live chat?

Slow response times can cost you sales, damage your brand, and frustrate your customers. But building an in-house team takes time, money, and management resources.

That’s where VPO Services comes in.
We provide fully managed customer service solutions so you can offer fast, reliable support — without the hassle of hiring or training.

Phone, chat & email covered
We manage all major communication channels — your customers get quick replies no matter how they reach out.

Managed by CS professionals
Our experienced operations team monitors performance, ensures quality, and handles coaching, so you can focus on your business.

No hiring or training needed
We recruit and train the right agents for your needs. You get a ready-to-run support team aligned with your brand.

Quality assurance monitoring
Regular reviews of calls, chats, and emails ensure your tone, service standards, and customer satisfaction stay consistent.

Whether you're running an e-commerce business, a growing startup, or a service-based company — we can help you scale your support without scaling your headaches.

Contact us today to find out more about our Customer Service solutions.
https://wa.me/message/BQI4VYQ3BWEUF1

11/07/2025

Mid-Year Checkpoint: Reset, Recharge & Refocus
We’re already halfway through 2025—can you believe it?

For some, the year has flown by in a blur of deadlines, meetings, and last-minute targets. For others, it’s been a slow grind with bursts of motivation in between. Either way, this mid-year mark is the perfect excuse to pause, breathe, and check in with yourself—beyond the KPIs and quarterly reports.

This isn’t about making massive changes. It’s about taking stock of where you are now, and making a few intentional moves to finish the year stronger, clearer, and maybe even a little more fulfilled.

Are You Where You Want to Be (So Far)?
Think back to January. Did you have a goal in mind—getting promoted, changing roles, increasing your income, or simply building confidence in your current position? Now’s a good time to revisit those thoughts and ask: Am I moving in the right direction, or have I been stuck in “survival mode”?

If things are going well, great—celebrate that. If not, don’t panic. There’s still time to make meaningful shifts. Maybe it’s having that honest conversation with your manager, offering to lead a small project, or reconnecting with your purpose at work. Small moves still count.

Have You Grown, or Just Gotten Busier?
We often equate productivity with progress. But being busy isn’t the same as developing ourselves.

Ask yourself: What have I learned so far this year? Have I picked up a new skill? Tried something outside my comfort zone? Watched a useful webinar or read anything career-related?

If not, maybe now’s the time to invest in a bit of upskilling. It doesn’t have to be a big commitment. A short online course, a few hours with a mentor, or joining a professional community could spark something new. Learning doesn’t always have to be formal—it can even be as simple as trying something different in your current role.

Don’t Wait for Burnout to Take a Break
Let’s be honest—most of us save our leave for year-end holidays, but by then, we’re often already running on fumes. Mid-year is a great time to recharge. Book a few days off. Take a long weekend. Plan a short escape.

It doesn’t have to be far or fancy. Even a quiet break at home with your phone on silent can work wonders. Stepping away from your usual routine resets your brain and gives you a fresh perspective. Sometimes, doing nothing is exactly what you need to come back stronger.

Reconnect With What (and Who) Matters
In the middle of chasing goals, it’s easy to lose touch—not just with people, but with parts of ourselves.

Have you been putting off that coffee catch-up? Ignoring your hobbies? Skipping the community events or casual meetups you used to enjoy?

Now’s a good time to reach out. Call a friend. Join that networking session. Attend something that has nothing to do with work. These small connections often give you a surprising boost, helping you feel more balanced, supported, and even inspired.

Pick One Thing You’ll Be Proud to Finish by December
You don’t need a whole new life plan—just one clear intention. What’s one thing you’d like to complete or improve before the year ends?

It could be finally launching that side project. Or saying yes to public speaking. Maybe it’s as simple as getting fitter, reading more, or attending an industry event you keep putting off.

Having just one focus gives your second half of the year direction. It’s easier to stay motivated when you know exactly what you’re working toward.

Final Thought
The good news? You’ve still got time. Mid-year is a checkpoint, not a deadline. You don’t need to overhaul everything—but you can reset your pace, recharge your energy, and refocus on what really matters.

A small pause now can make a big difference in how the rest of your 2025 unfolds.

08/07/2025

Need help reaching the right business prospects – but don’t want the overhead of hiring full-time staff?

Our B2B Telemarketing Services give you the flexibility to run effective outreach campaigns without the hassle. Whether it’s cold calling, lead qualification, or appointment setting, we handle the groundwork so you can focus on closing deals.

Here’s how we support your growth:
• Cold Calls for B2B – We do the groundwork, calling businesses that may need your services
• Lead Generation – We target industries that align with your offerings
• Appointment Setting – You get qualified leads ready to meet — just focus on the pitch
• Flexible Setup – Outsource without building your own team
• Affordable Campaigns – Ideal for short-term or project-based outreach

Let our experienced team extend your reach and get real conversations started.
Contact us today to kickstart your B2B telemarketing campaign.
https://wa.me/message/BQI4VYQ3BWEUF1

04/07/2025

https://www.linkedin.com/pulse/dont-let-heat-drain-you-smart-office-habits-vpo-services-fhxrc

Malaysia’s recent hot and dry weather has been especially draining — not just physically, but mentally too. While some of us are lucky to work in air-conditioned offices, others may be working from home with only a fan or occasionally stepping out for meetings or meals.

01/07/2025

Customer Service Onboarding – Checklist

Outsourcing customer service can bring great results — but only if the onboarding process is handled properly. A structured start ensures alignment, smooth communication, and fewer disruptions once the service goes live.

Here’s a practical onboarding checklist to guide companies planning to outsource their customer support function:

1) Discovery Call
An initial session to understand the brand, customer expectations, product features, and key support goals. This stage helps both sides align on service direction and scope.

2) SOP Setup
Standard Operating Procedures are created based on existing internal processes. This includes workflows, escalation paths, greeting scripts, tone of voice, and handling of common scenarios.

3) Training Preparation
Training materials such as product guides, FAQs, and system walkthroughs are developed and shared with the support team. This ensures agents are equipped to handle queries effectively from Day 1.

4) Tools Access & Setup
Access is granted to relevant platforms — CRM, VoIP & hotline, helpdesk, communication tools, etc. The tech setup is tested to make sure the support team can operate efficiently and respond within required SLAs.

5) Test Run / Soft Launch
Before going fully live, a short test phase or soft launch is conducted. This allows both parties to review real interactions, spot issues, and refine workflows based on early feedback.

6) Quality Assurance & Feedback Loop
Once live, quality monitoring begins through call reviews, ticket audits, and performance metrics. Feedback is gathered regularly to ensure service levels are maintained and improved over time.

A proper onboarding process sets the tone for long-term success in customer service outsourcing. Contact us today and find out more about our Customer service outsourcing solutions.
https://wa.me/message/BQI4VYQ3BWEUF1

26/06/2025

Recharge Right: How to Truly Rest & Reset Over the Weekend

We all look forward to the weekend — but how often do we end up feeling just as tired on Monday morning?

For many of us juggling demanding jobs, family responsibilities, or even last-minute work updates, the idea of a perfectly relaxing weekend might feel like a luxury. But even if your time isn’t fully your own, there are still ways to recharge meaningfully — and realistically.

Here are five ways to reset over the weekend, even if you don’t have full control of your schedule:

1. Don’t Aim for a Perfect Weekend — Aim for Balance

Forget the pressure to make your weekend 100% relaxing or 100% productive. The goal isn’t perfection — it’s small moments that help you feel a little more grounded.

If work calls come in or family needs take priority, don’t guilt yourself. Instead, plan tiny pockets of time around the chaos. Even 10–15 minutes of something you choose to do (not something you have to do) can help restore your energy.

Try this: a short break with music and no phone, 10 deep breaths with your eyes closed before bed, or a quiet breakfast before everyone else wakes up.

2. Choose Activities That Recharge, Not Drain

Some of us end up over-scheduling our weekends with errands, gatherings, or outings that leave us more exhausted than the weekdays. Not everything needs to be done this weekend. Choose quality over quantity.

Recharge-friendly activities include:
A slow morning with coffee and no phone
A solo trip to the bookstore
Trying a simple recipe at home
A short nap after lunch
Decluttering a small corner of your room (yes, this can be therapeutic!)

You don't need a weekend getaway — just something that helps you breathe again.

3. Move Your Body, Gently

You don’t need an intense gym session to feel good. Light movement is one of the best ways to reset physically and mentally after a long week. It improves mood, helps reduce tension, and resets your focus.

Ideas to try:
A 20-minute walk in the park to get some sunlight
Walking in the mall for some indoor cardio (and maybe a window-shopping session!)
Gentle yoga or stretching with a YouTube video
Dancing around the house while cleaning

It doesn’t have to be structured — just enjoyable.

4. Family Time is Real Life — But You Still Deserve Your Time

Weekends are often full of caregiving, chores, or parenting duties — and that’s real life. But you still deserve your own space to breathe. Taking time for yourself isn’t selfish — it’s how you stay well enough to care for others.

Try carving out your own recharge window:
Disappear for and 1 hour to enjoy coffee at your favourite cafe
Take a solo grocery run and enjoy some quiet time browsing
Catch up on your favourite Netflix show, comedy, or gaming session
Ask your spouse, partner, or family to help create space for your mini recharge

You don’t need a full day — just small, uninterrupted moments.

5. Reflect, Don’t Just Scroll

It’s easy to fall into the trap of endless scrolling or binge-watching to "switch off." But these habits often leave our minds more cluttered than before.

Instead, try intentional winding down — something that helps you mentally process and close the week on a calm note.

Recharge reflection habits include:
Writing 3 things you’re grateful for
Taking a slow walk without your phone
Listening to soft music and just letting your mind wander
Setting a small intention for the week ahead (e.g., “Drink more water”, “Be kinder to myself”, etc.)

Your Monday mood often depends on how you end your Sunday.


Final Thought

We often think recharging means doing nothing — but the truth is, real rest looks different for everyone. Some weekends are chaotic, some are quiet, and some are somewhere in between. The key is to make space for yourself, even in small doses. Whether it’s a walk, a quiet coffee, or 15 minutes of stillness — those moments matter.

You don’t need a perfect weekend. You just need a few mindful pauses to remind yourself: you’re human, not a machine. Enjoy the weekend!

24/06/2025

Did You Know?
Customer service isn’t just about resolving problems — it plays a critical role in shaping how customers feel about your brand. In today’s market, where products and prices are often similar, the quality of your customer service can be the key differentiator.

• 65% of customers say they’ve switched to a different brand due to a bad service experience.
• 89% of consumers are more likely to make another purchase after a positive service interaction.
• It costs 5x more to acquire a new customer than to retain an existing one.
• 76% of customers say they’ll recommend a brand they had a great service experience with.
(Source: Zendesk CX Trends Report, Salesforce Research, Bain & Company, Nielsen Global Survey)

At VPO Services, we help businesses deliver consistent and professional customer support — whether it's handling enquiries, resolving issues, or simply being available when your customers need help. If you’re looking to strengthen your customer relationships and improve retention, let’s talk.

Contact us today and find out more about our Customer service outsourcing solutions.
https://wa.me/message/BQI4VYQ3BWEUF1

20/06/2025

Things I Stopped Saying in Sales Meetings

There are certain phrases that sound harmless — even helpful — but end up creating the wrong impression in a sales conversation.
They might come from a good place: wanting to please, sound flexible, or appear accommodating. But in practice, they can undermine credibility, blur positioning, or open the door to unnecessary confusion.

Here are some common lines that are better left unsaid — and what to say instead.

1. “We can do whatever you need.”
At first glance, this sounds flexible and client-focused. But in reality, it can signal a lack of structure or expertise.
Clients usually come with problems they want solved — they’re not looking to write a full brief from scratch. If a company tries to be all things to all people, it can end up sounding generic and forgettable.

What works better is clarity: what the company does best, what kinds of clients it works with, and where it delivers the most value. It could be something as simple as:

“We work best with small to mid-sized businesses that need help generating qualified leads across Southeast Asia.”

or
“We specialise in helping marketing teams improve conversion rates through targeted outbound campaigns.”

Specificity shows confidence. It helps clients place you in their mental shortlist — and that’s exactly where you want to be.

2. “Let us know your budget and we’ll work something out.”
This puts the client in control of defining the value, which can easily lead to misalignment or underpricing.

A better approach is to give options. Most clients appreciate structure, especially when they can choose from clear tiers. For example, instead of waiting for the client to guess what’s possible, offer three distinct options based on outcomes, features, or intensity:
• Basic – A light version to test or validate
• Standard – The recommended setup for consistent results
• Premium – A more aggressive version with added support, reporting, or speed

This gives the client flexibility without giving up control. It also helps anchor expectations and sets a framework for the conversation — which is especially useful when different stakeholders are involved in the buying decision.

3. “We’re better than [other company].”
Competitor-bashing rarely builds trust. Even if the statement is true, it can come across as insecure — and in some cases, disrespectful.

What’s more effective is to explain what makes the company unique. That could include things like:
• A faster turnaround time for onboarding
• A leaner team structure that allows for quicker decisions
• Stronger language capabilities
• Transparent pricing without long-term lock-ins
• A more consultative working style rather than rigid ex*****on

Clients can connect the dots on their own. Instead of trying to convince them, give them something clear to remember you by.

4. “We’re the most affordable option.”
Emphasizing price as the main differentiator may help win budget-conscious clients — but it often attracts the wrong kind of expectations.

Affordability should never be confused with value. In most professional settings — whether it’s working with SMEs or larger corporates — decision-makers are looking for something sustainable, not just cheap.

For example, a digital agency that charges less but delays delivery or has poor reporting isn’t seen as “affordable” — it’s seen as unreliable.

A better approach is to explain the efficiency or return that clients typically experience. For example:
“Most of our clients are looking for a partner who can deliver consistently, without the overhead of managing a large internal team. That’s where we’ve proven cost-effective — not just on paper, but in time saved.”
It reframes the conversation around value, not just cost.

5. “This project is small, but we’ll try our best.”
While it may seem modest and respectful, this kind of language unintentionally downplays the client’s needs.

From the client’s point of view — especially in smaller companies or during pilot initiatives — even a 2-week campaign or trial project can carry weight. Framing it as “small” suggests it’s less important.
A better way to handle smaller scopes is to treat them as strategic starters. Many great client relationships begin with a small win.

Instead of apologising, reframe it:
“We treat all projects seriously, regardless of size. In fact, shorter pilots allow us to move faster, test assumptions, and optimise before scaling.”

This communicates professionalism — and gives the client confidence that they’ll get the same focus as a bigger brand.

Final Thought
What’s said in a sales meeting can move the needle — or muddy the water. Clear language, strong positioning, and thoughtful framing help build trust faster than any pitch deck.

And sometimes, what’s not said makes the most difference.

17/06/2025

3 Types of Cold Calls – Which One Do You Need?

When people hear “cold calling,” they often think it’s just about pushing for a sale. But the truth is, not all cold calls are made for the same purpose — and not every business needs the same kind of call.

In fact, there are different types of outbound calls depending on your goals, your market, and where your prospects are in the buying journey.

Here are the 3 common types of cold calls we help businesses run:

Awareness Call
This is a short, low-pressure call aimed at creating initial brand exposure. The goal is simple — let the prospect know you exist, introduce what your business does, and leave a light footprint. It’s ideal for early-stage outreach or new market entry.

Qualification Call
Here, the focus is on gathering information. We ask the right questions to determine whether the prospect fits your ideal customer profile, has a relevant need, and is worth pursuing. It’s not about selling — it’s about filtering.

Appointment Call
This is the most direct type of call, designed to secure a meeting or demo. It requires a stronger pitch, a clear call to action, and sharper objection handling. These calls work best when you're targeting warm leads or a specific buyer persona.

Each of these call types serves a different role — and choosing the wrong one can lead to wasted time and poor results. The key is to align your call strategy with your actual business objective.

Whether you need to build awareness, qualify leads, or drive meetings — we help you plan, script, and execute the right approach for your campaign.

Contact us today and find out more about our Telemarketing solutions.
https://wa.me/message/BQI4VYQ3BWEUF1

13/06/2025

5 Key Factors to Consider Before Outsourcing Your Customer Service Team

Outsourcing customer service is often seen as a cost-saving move—but for companies that approach it strategically, it can become a long-term advantage in quality, scalability, and customer experience.

Whether you're exploring outsourcing for the first time or reassessing your existing setup, here are five key areas to review before engaging a BPO partner:

1. Understand Your Support Volume and Coverage Needs
Before reaching out to any service provider, take time to assess your past three months of customer support activity. Key data includes:
• Number of enquiries per day/week/month
• Peak hours and peak days
• Types of channels used (e.g. email, live chat, phone)

This data helps the BPO company estimate the number of agents required, especially if the goal is to maintain consistent response times or adhere to a specific service level.

It’s important to determine your required working hours and days upfront. For instance, a basic weekday coverage model (Monday to Friday, 9am to 6pm, excluding public holidays) typically requires a minimum of two full-time agents. From there, the setup can be scaled depending on the complexity of your support channels, multilingual needs, and volume spikes.

2. Clarify Language Requirements Based on Your Market
Language capabilities go beyond just whether agents can speak English, Malay, or Chinese. The real question is: Which markets are you serving, and what tone or level of fluency do those customers expect?
For example:
• English support for the US market often requires a casual, friendly tone, while the Australian market may expect more concise, informal communication.
• Mandarin support for mainland China usually prioritizes directness and product detail, whereas Taiwanese customers may prefer a more polite and service-oriented approach.

These cultural and linguistic nuances directly affect hiring profiles. Be clear about your target audience so that the BPO can assign agents who match the tone, style, and expectations of your customer base—not just the language.

3. Assess Cost Expectations with a Long-Term View
Many businesses start by comparing monthly rates, but a better approach is to assess the value delivered relative to your goals.
BPO companies differ significantly in agent quality, training practices, supervision, and responsiveness. A lower-cost vendor may end up costing more in the long run if customer satisfaction or brand perception suffers.

If you're new to outsourcing, it’s wise to begin with a small, manageable setup—a limited number of agents, focused working hours, and one or two support channels. This approach allows for clearer measurement, easier oversight, and room to scale once you’re confident in the partner’s performance and fit.

4. Define SLAs and KPIs That Reflect Realistic Goals
One common mistake when outsourcing is setting vague or overly ambitious expectations without a clear operational framework. Simply stating "we want fast replies" or "high satisfaction" won’t drive performance. Instead, work with your BPO partner to define realistic, measurable targets.
For example:
• First Response Time (FRT): How quickly should agents respond during business hours?
• Resolution Time: What is the average time to resolve an issue, and how does it differ by issue type?
• Handling Time: Is speed more important, or is accuracy and completeness the priority?
• Escalation Procedure: What types of cases require client involvement, and how will they be flagged?

Also consider reporting cadence and formats. Will you receive daily and weekly dashboards, or monthly reviews? The more clarity you build into the SLA/KPI structure, the easier it becomes to maintain accountability and make data-driven improvements.

5. Treat Training and Knowledge Transfer as a Shared Responsibility
Many companies assume that once training is done, the outsourcing partner should “just get it.” But customer service requires ongoing refinement—especially when products evolve, policies change, or new pain points emerge.
A strong outsourcing setup includes:
• Initial onboarding materials that go beyond product features—brand tone, customer segments, and typical pain points should all be part of the agent learning path.
• Regular coaching and calibration sessions between your internal team and the BPO operations team to align on expectations and improve consistency.
• Shared knowledge base ownership, where both sides update FAQs and internal documentation based on real customer interactions.

When both sides treat knowledge as a living asset—and commit to maintaining it—the result is a more informed and confident frontline team, and a better customer experience overall.

Conclusion
Outsourcing customer service isn’t just a procurement decision—it’s a strategic partnership that requires planning, clarity, and communication. The best results come when businesses invest time upfront to understand their own needs and work closely with providers who can align to those needs, not just fill seats.

If you’re evaluating customer service outsourcing and want to avoid common missteps, consider using this checklist as a starting point for vendor conversations.