Outsourcing Disruption.

Protect your profit journey.

Defend your brand investment with uncompromising CX.

Our turnkey solution provides the people, expertise, & technology to dynamically defend your brand investment, solve CX breakpoints across the end-to-end customer value chain, optimize spend, drive revenue, and grow high-value customer relationships.

CX for Digital Disruption

We are an elite global outsourcer with an uncompromising vision of flawless Financial Services CX.

Innovation, guaranteed.

We think of ibex as the Google of BPO.

VP Operations & WFM, leading Retail & eCommerce brand
Strategy, Embedded.

We see ibex as our thinking partner.

VP of CX, leading Financial Services brand

Execution Delivered.

At ibex, we do what most outsourcers can’t.
We connect the customer journey from start to finish, from the first digital interaction through to purchase, support, survey and retention. We believe in a holistic CX model that unites the entire customer value chain.

A blog from ibex that explores the power
of CX to transform business.

Fortify & grow your financial services brand
by synchronizing your customer journey.

Accelerated
Digital Marketing

Online brand & product marketing for targeted customer conversion

Elite
Worldwide BPO

Multi-channel
customer support,
sales, and enablement

All-Channel CX
Feedback & Analytics

5-Star survey and
enterprise-ready
CX feedback platform

CX for Digital Disruption

We’re an Expert Outsourcer With That In-House Feel.

We don’t see ourselves as outsourcers - we see ourselves as a strategic extension of your brand, highly skilled at adopting the look, feel, and culture of the clients we partner with. Whether we’re your first or your next outsourcer, we make sure the only difference your customer notices is an improvement in service.

Complete Brand Immersion

Comprehensive
Agent Engagement

Advanced Agent
Training

Work@Home

HyperGrowth

We get you from 0-1000, real quick.

Agile, flexible, and custom-fit program launches. From recruitment to training to PMO and leadership, we’ve built our team and our program for comprehensive launch precision at speed and at scale.

Speed

  • Profit
  • Scale
  • Performance
  • Launch
What we do

We Optimize Costs & Reduce Burn Rates.

The path to profitability is fraught with cost challenges, and how you manage these challenges can make or break your brand. At ibex Financial, we’ve streamlined our program towards a high degree of efficiency, based on dedicated agent engagement programs and innovative agent-augmenting technology solutions. Our agents have lower handle times and higher resolve rates, industry-leading attrition rates, and rapid speed to proficiency. All of this means industry-beating performance at a cost per customer that will make your investors smile.

Global Performance Options.

  • • Bestshore Turnkey
  • • Readiness
  • • Scale & Performance across
    30 global sites

Speed & Efficiency.

  • • Low SG&A
  • • Root Cause Analytics
  • • Rapid Path to KPI Goals
  • • Training simulators

Industry-Leading
People & Talent Expertise.

  • • 103% class fill rates
  • • Industry-leading global attrition
  • • High schedule adherence
  • • In-demand skills development
    for the digital age

Technology
& Tools.

Augmented Agent toolset
for precision performance
across every interaction

BI Experts

Rich Interaction Analytics for Continuous Program & CX Evolution

We like feedback loops. From Churn Analysis to Complexity Studies to Text Analytics, our advanced Business Intelligence unit is analyzing every interaction, feeding that data back to client & program leadership, and filtering those insights back into program execution, ensuring nimble & adaptive CX execution across every call, chat, or email.

  • Enterprise - Grade
    BI Toolset
  • Glide
    Paths
  • Agent Quartile Management
  • Top Vs. Bottom
  • Impact
    Calc
  • Speech & Text Analytics
  • Defect
    Pareto
  • KPI Water
    Fall
  • Top Vs. Bottom
  • Value Stream Map
  • Dream Team Profile
  • KPI Correlation
  • Process Complexity
  • Power BI Dashboards
  • Call Silence Ratio

Ensure compliance and data security at every stage of your customer’s journey.

Compliance

  • • HIPAA
  • • ISO 27001
  • • NIST 800-53/FISMA
  • • PCI DSS
  • • SOC 1 Type II
  • • SOC 2 Type II

Governmental Affairs Unit

Our GA unit is continuously monitoring regulatory developments that might impact your brand.

Infrastructure

Robust physical & logical controls to meet regulatory compliance as well as client data security requirements

ibex Witness

Agent screen recording, blind monitoring, and key logging.

Engage customers in 22 languages across 30 global contact centers.

United States

9 sites • 3,000+ employees

Nicaragua

2 sites • 1500 employees

Jamaica

3 sites • 4,500 employees

Senegal

1 site • 210 employees

United Kingdom

1 site • 35 employees

Pakistan

5 sites • 3,400 employees

Philippines

7 sites • 9,500 employees

6,500+

Employees Nearshore

  • •Jamaica – 3* sites - High
    Volume English
  • •Nicaragua – 2 site - Bilingual

10,000+

Employees Offshore

  • •Philippines – 7 sites Metro
    Manila, Provincial

3,000+

Employees Onshore

  • •US – 9 sites , 2 Retention
    Centers of Competency

3,700+

Employees Nearshore

  • •Pakistan – 5 sites,
  • •Senegal 1 site (French),
  • •UK – 1 site

100% Retention Of Top 25 Clients Over The Last 4 Years

23,000+ employees

Highly Trained

Entrepreneurial Culture

Proven Processes

Across the world

30 Service Delivery Locations

Disruptive markets

(Senegal/Pakistan) for

Francophone and English

Enterprise Grade Infrastructure

PCI/HIPAA Certified

Tier 4 Hardened Data Center

No Single point of failure

Leading Security solution

We’ve Built Award-Winning Teams
Specially Trained For Your Industry.

  • Awarded
    Great Place
    to Work 2019
  • Nexus Illuminate 2019 Nearshore Company of the Year
  • Frost & Sullivan’s 2018 Customer Value Leadership Award in North America.
  • Awarded Frost & Sullivan’s 2017 Growth Excellence Leadership Award
  • 138M

    Sales & Support Interactions each year

  • 68 NPS

    Son client satisfaction survey

  • $2.3B

    in LTV generated for our clients

Our Stats

The world’s leading brands
trust ibex.

#1

Telecommunications
Network

#1

Consumer
Electronics

#1

Money Transfer
Service

#1

Food
Delivery

#1

Global
Company

#1

Retail &
E-Commerce

#1

Shipping &
Logistics

#1

Streaming Media
& Content

#1

Extended Warranty

#1

Leading Set
Top Box

#1

Internet Related
Services & Products

#2

TRide Sharing
Service

#2

Fitness
Device

#2

Warehouse
Club

Ready to upgrade your Financial Services CX?

Let’s talk.

Let's Talk.

We're ready to build a program customized to your Financial Services needs. Fill out the form below and we'll setup a time to connect.