- Custom made BPO services for each client
- One-stop BPO solutions with excellent service quality
- Partnership based on transparency and mutual trust
- Nearshoring services with a Scandinavian business mentality
- Flexibility, scalability and adaptability to client requirements
Runway Nearshoring Services
Runway is one of the leading nearshoring BPO partners for Nordic and Western European businesses looking to outsource their business processes to a company that shares their culture and mentality. The uniqueness of our BPO services lies with our tailor made solutions and service provision on a partner-to-partner basis, which is based on mutual trust and assurance that all services are performed with quality being one of the top priorities. Establishment of mutual trust is a vital element for such a relationship, which is why we uphold a highly transparent BPO approach and provide our clients with real-time data access, so that they can monitor their service performance at all times. On top of that, we also serve as a one-stop BPO solution provider, capable of providing a wide range of outsourcing services in 15 languages with excellent service quality.
Runway maintains a flexible approach to most areas related to outsourcing service provision. From employee recruitment and service location to quality monitoring and choice of platforms used for our BPO services, we are able to adapt our processes to meet the needs and requirements of our clients. On top of that, our services are well-suited for fast growing businesses, as all services can be easily scaled to meet our client’s demand, without them having to worry about additional overhead costs related to increasing in-house service teams.
While we have the means and experience to analyze our clients business processes and recommend platforms that best suit their needs, all our services can also be adapted to incorporate use of any platform or software used by our clients. In case there is no existing system that meets the requirements for providing highly specific services, we have highly skilled, experienced and certified programmers, who can develop custom feature and function softwares, platforms or mobile applications that are specifically designed to meet all requirements. More information about our IT services can be found in our IT outsourcing services section.
One of the greatest challenges with business process outsourcing is ensuring that efficiency improvements and cost reduction do not decrease service quality and customer satisfaction. To ensure that all our services are performed in accordance with the quality standards set by our clients, we have developed various quality monitoring methods that help us maintain excellent service quality at all times. The uniqueness of our quality assurance lies with our ability to adapt to the needs of our clients by incorporating quality monitoring into any BPO services provided by Runway, so that our clients can focus on their core business competencies without having to worry about their outsourced processes affecting their service quality and customer satisfaction.
Examples of Runway Quality & Efficiency Metrics
- Customer Satisfaction Levels
- Permitted error percentages
- Transaction speed per employee per hour
- Conversion rate
- Average handling time
- Employee Quality Scores
- Other Client Specific Metrics
Adapting most aspects of our outsourcing services to the needs of the client is an integral part of the Runway business approach, which also relates to recruitment of employees based on client specified employee profiles. Thanks to our presence in 6 European countries and extensive experience in BPO service provision, we have the means and experience to recruit culturally similar employees with highly specific skills and knowledge in a relatively short period of time, thus enabling us to begin service provision quicker than most European nearshoring companies, especially with regards to the Nordic countries and businesses operating in any of the Scandinavian languages. For the sake of building mutual trust, we also ensure complete recruitment process transparency and encourage our clients to contact the recruited employees in order to test their qualifications and suitability for the necessary BPO services.
Over the last 13 years we have developed numerous training programs to prepare our employees for highly specific services, thus acquiring substantial experience in training program development. While our client's are always given the option to get involved in employee training, our in-depth experience enables us to execute most training programs independently, while our clients are primarily required to provide initial training related to the specifics of their business, products or services. In order to maximize efficiency and minimize the need for our clients to get involved in additional training programs, we also uphold a train-the-trainer approach, which involves training a designated person who can then provide training to additional employees that are hired after the initial service team has already been trained.
Excellent language proficiency is one of the key features that differentiate us from most BPO companies. To ensure that all employees conform to the high language proficiency standards set by Runway as well as our clients, we have developed a separate department called the Runway Academy, which is responsible for providing language courses and testing employee language proficiency. With the help of Runway Academy, we are able to provide outsourcing services in 15 languages, with all employees having at least a B2 language proficiency level, based on the Common European Framework of Reference for languages (CEFR). On top of that, Runway academy also offers various service related training programs that enable employees to re-qualify for other positions without having to attend additional training programs outside work. This is of great advantage for us as well as our clients, as it helps us increase long-term employee loyalty and keep attrition levels at a minimum.
Runway BPO Service Languages