Your Trusted Partner
For Exceptional BPO Solutions
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About

YOUR TRUSTED PARTNER FOR EXCEPTIONAL BPO SOLUTIONS​

Since 2021 our team’s experiences At IMCO, we understand the unique challenges faced by businesses in today’s competitive landscape. That’s why we tailor our BPO services to meet the specific needs and goals of each client. Whether it’s customer support, technical assistance, data management, finance, accounting, or any other business process, our team works closely with our clients to deliver exceptional results.

Values

INTEGRITY

Upholding high ethical standards, honesty, and transparency in all business practices. Integrity builds trust and credibility both within the organization and with external stakeholders.

RESPECT

Treating all individuals with dignity, valuing diversity, and promoting inclusivity. Respect creates a supportive and inclusive work environment that encourages collaboration and innovation.

ACCOUNTABILITY

Taking responsibility for one's actions, decisions, and outcomes. Encouraging a culture of accountability promotes ownership and drives individual and team performance.

INOVATION

Embracing creativity, continuous improvement, and a willingness to adapt to change. Encouraging innovation fosters a culture of learning, exploration, and adaptability, which can lead to competitive advantages and growth.

CUSTOMER FOCUS

Prioritizing customer satisfaction and delivering value to customers. Placing the customer at the center of decision-making helps build strong relationships, loyalty, and long-term success.

Vision & Mission

VISION​

To be the leading provider of exceptional business process outsourcing (BPO) solutions globally, revolutionizing the industry through innovation, efficiency, and unwavering commitment to client success.

MISSION

Deliver Exceptional Customer Experience Drive Operational Excellence
Foster Innovation and Agility
Empower and Develop Our People
Ensure Data Security and Privacy
Make a Positive Impact

VALUE

Allows your businesses to leverage cost savings, access specialized skills, enhance service quality, and focus on core competencies, ultimately driving efficiency, growth, and competitive advantage.

Client Experiences

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Customer Service

• CSAT 99%
• Service Level 95%
• FCR 90%
• Re-open below 3%
• Forecast accuracy 97%
• NPS 75%
• Socmed & email Response Time below 1 hour
• Omni Channel CRM and Ticketing system

Collection Service

• Account Handled 100%
• Recovery Rate up to 70%
• Attempted Average 3 times
• Predicted dial system
• WhatsApp system
• Tracing Method
• Compliance Ratio based

Telemarketing Service

• Outbound Strategy
• Lead Generation Strategy
• Success Rate up to 85%
• Up-selling up to 45%
• Predicted dial system
• WhatsApp system
• Compliance Ratio based

Labour Service

• Digital Recruitment Service
• Payroll Service
• Fulfillment 100%
• Supporting Staff based on ratio
• Eligible & Qualified Manpower
• Comprehensive filtering candidates method
• International test standard

Services

BPO Full Solution

Providing a professional voice and digital contact center supported by world-class COPC standard processes, professional experts, a multi-channel system, and adequate premises & infrastructure

Managed Services

Providing a professional voice and digital contact center supported by world-class COPC standard processes and professional experts

Manpower/Labor Supply

Providing a professional agent & operations management to support and manage inbound outbound voice and digital contact center

Contact Center Solution Platform

Providing MIXCO as CRM contact center solution platform to support and manage inbound and outbound voice and digital contact center

Unlock Your Customer Potential with CRM Excellence

OUTBOUND

  • Telemarketing
  • Collection
  • Welcome Call

INBOUND

  • Live Chat
  • Customer Service
  • Email

OMNI CHANNEL

  • Ticketing System
  • Social Media
  • IVR System
  • Whatsapp System
  • SMS System

We Are Ready

Digital Recruitment

The focus of digital recruitment is on candidates with strong logical / analytic thinking and self-initiative as depicted by the existing best agent.

• Digital Recruitment: Job Portal platforms, Social Media
• Recruitment Test : Psychological, Logical & Skill & 4 DISC test

Learning & Development

To develop a series of training programs that enrich agents to reach their excellent level of performance and are ready to have a higher ladder in leadership.

• Certification: COPC, AFPI expertise, Coaching Certification, QA Certification
• Material: Hard Skills, Soft Skills, SOP, and Product Knowledge
• Tools Integration: Collaborate and Integrate the materials between In Class, Online, and LILO

Performance Management

Performance management is based on two ways, mutual communication in achieving KPI.

• Business Alignment scorecard
• Coaching & DMAIC problem-solving process
• Continuous Quality Management by process & individual level
• Comprehensive Work Force Management

Employee Engagement

Focus on minimizing attrition. The series of programs are set to make IMCO is the best and most fun place to work.

• Reward & Recognition Program
• Certification Program
• Gamification Team Huddles
• Promotion/Career Path
• Annual Employees Satisfaction Survey

Facilities

ISO 27001 Certified

Information security management is ISO 27001 certified

24 Hour Server Rooms

Server room with 24 hours dedicated IT Support

Complete Facilities

Complete amenities etc, pantry, dining room, smoking area, praying room, relax room, transit room for agents who is ill

24 Hour Security

24 hours operation and security; cctv and access door

Supportive Team

IT Development dedicated team, ready to help client integrate the system with IMCO

Complete Workstation

Workstation equipped with Laptop/ PC and Headset, Wallboard

Internet Connectivity

Online training facilities; meeting room, coaching rooms, and training room with a total of 100 seats. All occupied with WIFI

Integrated Data Center

Datacenter bandwidth 2 layers, main 100 Mbps with backup link fiber optic and secondary 100 Mbps with backup link wireless( all dedicated)

Workstation

Two layers UPS and genset electrical backup, UPS capacity 10 KVA for data center and 600va for each workstation

Let's Talk

Talk to one of our experts today and learn how to start leveraging your business.

  • cs@imco.co.id
  • +62816948334
  • JAKARTA - Jl. Matraman Raya No. 67, RT.5/RW.4, Palmeriam, Kec. Matraman, Kota Jakarta Timur, DKI Jakarta - 13150
  • YOGYAKARTA - Jl. Beo 10-A, Demangan Baru, Caturtunggal, Kec. Depok, Kabupaten Sleman, Daerah Istimewa Yogyakarta 55281

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