Industries

In most outsourcing arrangements, hired teams work across multiple clients. This leads to confusion, split attention, and careless mistakes. At SEBPO, we staff full-time employees who only work for one client, functioning as a true extension of that client’s internal teams. Each highly skilled team member provides an average of 174 hours of capacity per month exclusively to their designated team. Once assigned to a client, our employees work diligently to learn their preferences, operating procedures, and the nuances of their customers. We create customized teams that are passionate about supporting clients and delivering quality work.

Over the years, we learned that setting a minimum team size ensures success. Staffing too few employees can result in failure; there is no backup for holiday or sick time, no opportunity for teamwork or collaboration, no overflow outlet for high volume, and no way to handle multiple priority projects concurrently. We recommend teams with five or more members as they are most successful.

We offer 24/7 client support. However, support during the overnight shift in Dhaka, Bangladesh (which translates to 11:00 AM EST–8:00 PM EST) requires a client commitment beyond our standard a la carte service offering. Discuss customized solutions with your SEBPO representative.

From the start of our partnership, our Client Success and Service Delivery Teams will work closely with you to determine peak-season needs and how to best support additional volume. SEBPO understands this seasonality better than most. Across industries, we recognize the need for overtime and extra effort beyond standard business hours on urgent projects. Any overtime is billed at the standard hourly rate; we do not inflate pricing for rush requests.

We will monitor utilization and performance regularly and discuss trends we’re seeing during weekly Governance calls. Should you need additional support, our teams are built with a trained backup team that we call the “Bench.” We can activate our Bench Professionals temporarily and then ramp back down after your busy season.

SEBPO is well-versed in Ad Operations, Back-Office Processing, Creative Services, Customer Support, Data Solutions, Media Planning, and Quality Assurance functions. It’s difficult to give a blanket turnaround time, as SLAs depend on various client-controlled variables. We make it our mission to meet or exceed our clients’ SLAs. We can even help refine SLAs by doing time-in-motion studies to give you a more accurate depiction of how long certain tasks take. During the discovery process, we work with clients to define SLAs for the partnership.

2023 Services Accuracy Rating – 99.9%

Each SEBPO Professional works a 40-hour work week and provides an average of 174 hours of availability per month. Should a client need to exceed the allotted hours in a month due to special circumstances, SEBPO can typically accommodate these requests. We will bill any additional hours at a standard hourly rate. We know how difficult it can be to get mission-critical work done at peak times, so we will never inflate pricing due to overtime.

SEBPO makes it a point to build tool and platform knowledge frequently, and we do it very well. If we don’t already have experience in a system (we currently work with over 150 ad operations platforms), we immediately train our team to ensure we can deliver effectively for you. We also welcome any Standard Operating Procedures (SOPs) clients may already have in-house to review independently. SEBPO is open to learning software in any manner the client deems necessary, alleviating the training burden on our client.