Dalam industri perbankan, multifinance, fintech lending, dan perusahaan pembiayaan lainnya, tele-collection merupakan salah satu fungsi penting dalam menjaga kualitas portofolio dan mempercepat penerimaan pembayaran. Melalui komunikasi telepon, perusahaan dapat mengingatkan debitur mengenai kewajiban pembayaran, menindaklanjuti keterlambatan, membangun komitmen pembayaran, hingga mengupayakan penyelesaian recovery tunggakan yang sudah berlangsung selama beberapa bulan.In the banking, multifinance, fintech lending, and other financing industries, tele-collection is one of the key functions in maintaining portfolio quality and accelerating payment receipts. Through phone communication, companies can remind debtors of their payment obligations, follow up on arrears, establish payment commitments, and pursue recovery settlements for overdue payments that have been outstanding for several months.
Untuk menjalankan operasional tele-collection/desk collection secara efektif, perusahaan membutuhkan lebih dari sekadar agent yang melakukan panggilan. Dibutuhkan proses rekrutmen, training, supervisi, quality assurance, teknologi, infrastruktur, serta pengelolaan tenaga kerja yang berkelanjutan.To run tele-collection/desk collection operations effectively, a company needs more than just agents making calls. It requires recruitment, training, supervision, quality assurance, technology, infrastructure, and sustainable workforce management.
Kebutuhan tersebut menimbulkan pertanyaan penting bagi manajemen: Apakah lebih efisien mengelola tele-collection secara in-house atau menggunakan jasa BPO (Business Process Outsourcing)?This need raises an important question for management: Is it more efficient to manage tele-collection in-house or to use BPO (Business Process Outsourcing) services?
Dalam menjawab pertanyaan ini, perusahaan sebaiknya tidak hanya membandingkan gaji agent dengan biaya layanan outsourcing. Ada konsep yang lebih menyeluruh untuk digunakan, yaitu Total Cost of Ownership (TCO).In answering this question, companies should not merely compare agent salaries with outsourcing service costs. There is a more comprehensive concept to use, namely Total Cost of Ownership (TCO).
Dengan menghitung TCO, perusahaan dapat melihat keseluruhan biaya yang diperlukan untuk menjalankan operasional tele-collection dan membandingkan efektivitas kedua model pengelolaan secara lebih objektif.By calculating TCO, companies can see the total cost required to run tele-collection operations and compare the effectiveness of both management models more objectively.
1. Memahami Total Cost of Ownership dalam Tele-Collection1. Understanding Total Cost of Ownership in Tele-Collection
Total Cost of Ownership (TCO) adalah pendekatan untuk menghitung seluruh biaya yang timbul dalam menjalankan suatu fungsi bisnis, bukan hanya biaya langsung yang terlihat.Total Cost of Ownership (TCO) is an approach for calculating all costs incurred in running a business function, not just the direct costs that are visible.
Dalam konteks tele-collection, perusahaan yang mengelola operasional secara in-house perlu memperhitungkan berbagai komponen biaya, mulai dari tenaga kerja hingga fasilitas dan teknologi pendukung.In the context of tele-collection, a company that manages operations in-house needs to account for various cost components, from labour to facilities and supporting technology.
Sementara itu, dalam model BPO (Business Process Outsourcing), sebagian besar kebutuhan pengelolaan operasional dapat disediakan dan dikelola oleh penyedia jasa sesuai ruang lingkup kerja sama.Meanwhile, in the BPO (Business Process Outsourcing) model, most operational management needs can be provided and managed by the service provider according to the agreed scope of work.
Perbedaannya dapat digambarkan sebagai berikut:The difference can be described as follows:
- In-house: perusahaan membangun, menyediakan, dan mengelola sendiri berbagai komponen yang dibutuhkan untuk menjalankan tele-collection.In-house: the company builds, provides, and manages itself the various components needed to run tele-collection.
- BPO: perusahaan memanfaatkan sumber daya, sistem, infrastruktur, dan kapabilitas operasional yang telah dimiliki penyedia jasa.BPO: the company draws on the resources, systems, infrastructure, and operational capabilities that the service provider already has.
Dengan demikian, perbandingan TCO membantu perusahaan memahami biaya sebenarnya dari masing-masing model, sekaligus mengidentifikasi peluang efisiensi.TCO comparison therefore helps companies understand the true cost of each model while identifying opportunities for efficiency.
2. Komponen Biaya yang Sering Tidak Diperhitungkan dalam Model In-House2. Cost Components Often Left Out of the In-House Model
Ketika menghitung biaya operasional tele-collection, perusahaan sering kali memulai dari gaji dan tunjangan agent. Padahal, ada banyak komponen lain yang ikut menentukan total biaya.When calculating tele-collection operating costs, companies often start with agent salaries and allowances. In fact, many other components also determine the total cost.
Berikut beberapa komponen yang perlu diperhitungkan.Here are several components that need to be taken into account.
A. Biaya Tenaga KerjaA. Labour Costs
Komponen ini mencakup gaji pokok, tunjangan, insentif, THR, BPJS Kesehatan, BPJS Ketenagakerjaan, serta kewajiban ketenagakerjaan lainnya.This component covers base salary, allowances, incentives, the religious holiday allowance (THR), BPJS Kesehatan, BPJS Ketenagakerjaan, and other employment obligations.
B. Rekrutmen dan TrainingB. Recruitment and Training
Perusahaan perlu mengeluarkan biaya untuk mencari, menyeleksi, dan mempersiapkan agent. Selain biaya rekrutmen, ada pula biaya onboarding, training produk, teknik komunikasi, prosedur penagihan, dan pelatihan berkelanjutan.Companies need to spend on sourcing, selecting, and preparing agents. Beyond recruitment costs, there are onboarding, product training, communication techniques, collection procedures, and ongoing training.
Tingkat turnover yang tinggi dapat meningkatkan biaya ini karena perusahaan harus terus mencari dan melatih agent pengganti.A high turnover rate can increase these costs, because the company must keep sourcing and training replacement agents.
C. Supervisi dan Quality AssuranceC. Supervision and Quality Assurance
Operasional tele-collection membutuhkan pengawasan yang konsisten. Perusahaan perlu menyediakan team leader, supervisor, dan quality assurance untuk memonitor produktivitas, mengevaluasi percakapan, memberikan coaching, dan memastikan agent mengikuti prosedur.Tele-collection operations require consistent oversight. Companies need to provide team leaders, supervisors, and quality assurance to monitor productivity, evaluate conversations, provide coaching, and ensure agents follow procedures.
D. Infrastruktur dan Fasilitas KerjaD. Infrastructure and Work Facilities
Biaya ini meliputi tempat kerja, workstation, komputer, headset, jaringan internet, listrik, serta fasilitas pendukung lainnya.These costs cover the workplace, workstations, computers, headsets, internet connectivity, electricity, and other supporting facilities.
E. Teknologi dan TelekomunikasiE. Technology and Telecommunications
Tele-collection dalam skala operasional tidak cukup hanya mengandalkan telepon biasa dan pencatatan manual menggunakan spreadsheet atau Excel. Agar aktivitas penagihan dapat dikelola secara sistematis, produktif, dan terukur, perusahaan membutuhkan dukungan teknologi yang mencakup sistem telephony, predictive atau progressive dialer, call recording, dashboard monitoring, serta sistem reporting. Perusahaan juga perlu memperhitungkan biaya infrastruktur pendukung, pemeliharaan, integrasi sistem, dan komunikasi telepon.Tele-collection at operational scale cannot rely on ordinary telephones and manual record-keeping in spreadsheets or Excel. For collection activity to be managed systematically, productively, and measurably, the company needs technology support covering telephony systems, predictive or progressive dialers, call recording, monitoring dashboards, and reporting systems. Companies also need to factor in the cost of supporting infrastructure, maintenance, system integration, and telephone communication.
F. Administrasi dan Pengelolaan SDMF. Administration and HR Management
Perusahaan juga perlu menyediakan sumber daya untuk menangani payroll, administrasi kepegawaian, absensi, pajak, BPJS, hubungan industrial, dan berbagai kebutuhan administrasi lainnya.Companies also need to allocate resources to handle payroll, employee administration, attendance, taxes, BPJS, industrial relations, and various other administrative needs.
Jika seluruh komponen tersebut dijumlahkan, total biaya mengelola tele-collection secara in-house dapat jauh lebih besar daripada sekadar biaya gaji agent.When all these components are added up, the total cost of managing tele-collection in-house can be far greater than the cost of agent salaries alone.
3. Mengapa TCO BPO Tele-Collection Berpotensi Lebih Rendah?3. Why the TCO of BPO Tele-Collection Can Be Lower
Outsourcing tele-collection bukan hanya tentang mengalihkan pengelolaan tenaga kerja kepada pihak ketiga. Salah satu keuntungan utamanya adalah perusahaan dapat memanfaatkan skala operasional, infrastruktur, teknologi, dan fungsi pendukung yang telah dimiliki penyedia jasa BPO.Outsourcing tele-collection is not only about transferring workforce management to a third party. One of its main advantages is that the company can draw on the operational scale, infrastructure, technology, and support functions that the BPO provider already has.
Dengan demikian, perusahaan tidak harus membangun seluruh kapasitas operasional sendiri. Selain berpotensi menekan TCO, model ini juga dapat mengurangi kebutuhan investasi langsung (CAPEX) karena sejumlah kebutuhan operasional dapat disediakan oleh penyedia jasa dan dibebankan sebagai biaya layanan (OPEX), sesuai model kerja sama yang disepakati.The company therefore does not have to build all operational capacity itself. Besides potentially reducing TCO, this model can also lower the need for direct investment (CAPEX), because a number of operational needs can be provided by the service provider and charged as service fees (OPEX), in line with the agreed cooperation model.
A. Memanfaatkan Skala Operasional Penyedia JasaA. Leveraging the Provider's Operational Scale
Penyedia BPO yang mengelola tenaga kerja dalam jumlah besar dapat mengoptimalkan proses rekrutmen, training, administrasi SDM, supervisi, dan fasilitas operasional. Perusahaan pengguna jasa dapat memanfaatkan skala operasional tersebut tanpa harus membangun seluruh fungsi pendukung sendiri.A BPO provider that manages a large workforce can optimise recruitment, training, HR administration, supervision, and operational facilities. Client companies can leverage that operational scale without having to build all the support functions themselves.
B. Mengurangi Investasi InfrastrukturB. Reducing Infrastructure Investment
Untuk operasional tele-collection secara mandiri, perusahaan perlu berinvestasi pada fasilitas contact center, workstation, perangkat kerja, jaringan, serta infrastruktur teknologi dan telekomunikasi. Namun melalui BPO, sebagian kebutuhan tersebut dapat disediakan oleh penyedia jasa sebagai bagian dari layanan. Dengan demikian, perusahaan dapat mengurangi kebutuhan investasi aset dan infrastruktur secara langsung. Bergantung pada model kerja sama, biaya yang semula membutuhkan pengeluaran investasi dapat dikelola sebagai biaya layanan operasional (OPEX).To run tele-collection independently, a company must invest in contact centre facilities, workstations, work devices, networks, and technology and telecommunications infrastructure. With BPO, part of those needs can be provided by the service provider as part of the service. The company can therefore reduce the need for direct asset and infrastructure investment. Depending on the cooperation model, costs that would otherwise require capital expenditure can be managed as operational service fees (OPEX).
C. Mengoptimalkan Biaya Pengelolaan Tenaga KerjaC. Optimising Workforce Management Costs
Proses rekrutmen, onboarding, training, payroll, administrasi kepegawaian, dan pengelolaan turnover dapat ditangani oleh penyedia jasa BPO yang berpengalaman, sesuai pembagian tanggung jawab dalam kontrak. Hal ini mengurangi kebutuhan perusahaan untuk membangun fungsi pendukung tambahan khusus bagi operasional tele-collection.Recruitment, onboarding, training, payroll, employee administration, and turnover management can be handled by an experienced BPO provider, according to the division of responsibilities in the contract. This reduces the company's need to build additional support functions specifically for tele-collection operations.
D. Mengurangi Biaya Rekrutmen dan TurnoverD. Reducing Recruitment and Turnover Costs
Penyedia jasa yang memiliki jaringan rekrutmen dan proses pemenuhan tenaga kerja dapat membantu menjaga ketersediaan agent. Dengan proses penggantian tenaga kerja yang lebih terstruktur, risiko gangguan operasional akibat kekosongan posisi dapat dikelola dengan lebih baik.A provider with a recruitment network and workforce fulfilment process can help maintain agent availability. With a more structured replacement process, the risk of operational disruption due to vacant positions can be managed better.
E. Mengubah Sebagian Biaya Menjadi Biaya Layanan yang Lebih TerukurE. Turning Part of the Cost into More Predictable Service Fees
Melalui BPO, perusahaan dapat mengelola kebutuhan operasional berdasarkan struktur biaya dan ruang lingkup layanan yang disepakati. Perusahaan dapat memiliki gambaran biaya yang lebih jelas untuk kapasitas dan layanan yang digunakan, sekaligus mengurangi kebutuhan investasi langsung (CAPEX) pada sejumlah komponen pendukung.Through BPO, a company can manage operational needs based on an agreed cost structure and scope of services. The company gains a clearer picture of the cost of the capacity and services it uses, while reducing the need for direct investment (CAPEX) in a number of support components.
Inilah alasan mengapa outsourcing tele-collection dalam banyak kondisi dapat memberikan Total Cost of Ownership yang lebih rendah dibandingkan model in-house.This is why outsourcing tele-collection can, in many situations, deliver a lower Total Cost of Ownership than the in-house model.
4. Perbandingan TCO: In-House vs. BPO Tele-Collection4. TCO Comparison: In-House vs. BPO Tele-Collection
Untuk mendapatkan gambaran yang lebih jelas, berikut perbandingan komponen biaya dalam kedua model pengelolaan.For a clearer picture, the following compares the cost components in both management models.
| Komponen BiayaCost component | In-HouseIn-house | OutsourcingOutsourcing |
|---|---|---|
| Gaji dan tunjangan agentAgent salary and allowances | Dikelola perusahaanManaged by the company | Dikelola penyedia BPOManaged by the BPO provider |
| BPJS dan administrasi payrollBPJS and payroll administration | Dikelola perusahaanManaged by the company | Dikelola penyedia BPOManaged by the BPO provider |
| Rekrutmen dan seleksiRecruitment and selection | Ditangani perusahaanHandled by the company | Dikelola penyedia BPOManaged by the BPO provider |
| Training dan onboardingTraining and onboarding | Disediakan perusahaanProvided by the company | Dapat disediakan penyedia BPOCan be provided by the BPO provider |
| Team leader dan supervisorTeam leaders and supervisors | Perlu disediakan perusahaanMust be provided by the company | Dapat disediakan penyedia BPOCan be provided by the BPO provider |
| Quality assuranceQuality assurance | Perlu disediakan perusahaanMust be provided by the company | Dikelola penyedia BPOManaged by the BPO provider |
| Workstation dan perangkat kerjaWorkstations and work devices | Disediakan perusahaanProvided by the company | Dapat dikelola penyedia BPO, bergantung pada model layananCan be managed by the BPO provider, depending on the service model |
| Ruang kerja dan fasilitasWorkspace and facilities | Disediakan perusahaanProvided by the company | Dapat dikelola penyedia BPO, bergantung pada model layananCan be managed by the BPO provider, depending on the service model |
| Sistem telephony dan dialerTelephony and dialer systems | Disediakan atau dikontrak perusahaanProvided or contracted by the company | Dapat dikelola penyedia BPO, bergantung pada model layananCan be managed by the BPO provider, depending on the service model |
| Pengelolaan turnoverTurnover management | Ditangani perusahaanHandled by the company | Dapat ditangani penyedia BPOCan be handled by the BPO provider |
| Administrasi dan pengelolaan SDMAdministration and HR management | Ditangani perusahaanHandled by the company | Dikelola penyedia BPOManaged by the BPO provider |
Dari perbandingan tersebut, terlihat bahwa dalam model in-house perusahaan perlu membangun dan membiayai berbagai fungsi pendukung secara langsung. Sementara itu, dalam model BPO, perusahaan dapat memanfaatkan kapabilitas yang sudah dimiliki penyedia jasa. Hal ini membuka peluang untuk menekan total biaya operasional, terutama ketika perusahaan membutuhkan kapasitas tele-collection yang cukup besar atau memiliki kebutuhan tenaga kerja yang dinamis.The comparison shows that, in the in-house model, the company has to build and fund various support functions directly. In the BPO model, by contrast, the company can use capabilities the provider already has. This opens the opportunity to reduce total operating costs, especially when the company needs sizeable tele-collection capacity or has dynamic workforce requirements.
Perlu diperhatikan bahwa tidak semua biaya otomatis hilang dalam model outsourcing. Perusahaan tetap membutuhkan fungsi internal untuk pengawasan, pengelolaan vendor, penetapan strategi, dan pengendalian kualitas.Note that not all costs automatically disappear in the outsourcing model. The company still needs internal functions for oversight, vendor management, strategy setting, and quality control.
5. Efisiensi Biaya Harus Tetap Diikuti Produktivitas5. Cost Efficiency Must Be Matched by Productivity
TCO yang lebih rendah tidak akan memberikan manfaat maksimal jika produktivitas dan kualitas operasional menurun. Karena itu, perusahaan perlu memastikan bahwa BPO tele-collection tidak hanya menghasilkan efisiensi biaya, tetapi juga mampu menjaga atau meningkatkan efektivitas pekerjaan.A lower TCO will not deliver maximum benefit if productivity and operational quality decline. Companies therefore need to ensure that BPO tele-collection not only produces cost efficiency but also maintains or improves work effectiveness.
Beberapa indikator yang perlu diperhatikan antara lain:Indicators to watch include:
- Call Productivity: jumlah panggilan yang dilakukan agent dalam periode tertentu.Call Productivity: the number of calls an agent makes in a given period.
- Contact Rate: persentase keberhasilan menghubungi debitur dari total upaya kontak.Contact Rate: the percentage of successful debtor contacts out of total contact attempts.
- Promise to Pay (PTP): jumlah atau persentase debitur yang menyatakan komitmen untuk melakukan pembayaran.Promise to Pay (PTP): the number or percentage of debtors who commit to making a payment.
- Kept Promise: persentase komitmen pembayaran yang benar-benar direalisasikan.Kept Promise: the percentage of payment commitments actually fulfilled.
- Collection Amount: nilai pembayaran yang berhasil dikumpulkan.Collection Amount: the value of payments successfully collected.
Indikator tersebut perlu disesuaikan dengan karakteristik portofolio, bucket keterlambatan, dan strategi collection perusahaan. Perusahaan juga perlu memastikan adanya sistem supervisi, coaching, quality monitoring, dan pelaporan yang memadai.These indicators need to be tailored to the portfolio's characteristics, delinquency buckets, and the company's collection strategy. Companies also need to ensure adequate supervision, coaching, quality monitoring, and reporting systems.
Dengan demikian, keberhasilan outsourcing tidak hanya diukur dari penghematan biaya, tetapi juga dari kemampuan menjaga produktivitas, kualitas layanan, dan pencapaian target collection.The success of outsourcing is therefore measured not only by cost savings but also by the ability to maintain productivity, service quality, and achievement of collection targets.
6. Fleksibilitas Operasional Menambah Nilai Ekonomis Outsourcing6. Operational Flexibility Adds Economic Value to Outsourcing
Selain potensi penghematan biaya langsung, outsourcing juga memberikan fleksibilitas dalam mengelola kapasitas tenaga kerja.Beyond potential direct cost savings, outsourcing also provides flexibility in managing workforce capacity.
Kebutuhan agent tele-collection dapat berubah mengikuti jumlah account overdue, volume panggilan, pertumbuhan portofolio, dan strategi penagihan. Jika seluruh kebutuhan dikelola secara in-house, perusahaan perlu melakukan penyesuaian jumlah tenaga kerja melalui proses rekrutmen, training, dan pengelolaan administrasi kepegawaian.The need for tele-collection agents can change with the number of overdue accounts, call volume, portfolio growth, and collection strategy. If all of this is managed in-house, the company must adjust headcount through recruitment, training, and employee administration.
Melalui BPO, perusahaan dapat menyesuaikan kapasitas tenaga kerja berdasarkan kebutuhan operasional dan kesepakatan dengan penyedia jasa. Fleksibilitas ini dapat membantu perusahaan menghindari investasi kapasitas yang tidak terpakai ketika volume pekerjaan menurun, sekaligus mempercepat pemenuhan kebutuhan ketika volume pekerjaan meningkat.Through BPO, a company can adjust workforce capacity based on operational needs and its agreement with the provider. This flexibility helps the company avoid investing in unused capacity when work volumes decline, while speeding up fulfilment when volumes rise.
Dengan perencanaan kapasitas yang baik, perusahaan dapat mengelola biaya secara lebih proporsional terhadap kebutuhan operasional.With good capacity planning, companies can manage costs more proportionally to operational needs.
7. Memilih Mitra BPO Tele-Collection yang Tepat7. Choosing the Right Tele-Collection BPO Partner
Potensi efisiensi TCO sangat bergantung pada kemampuan penyedia jasa dalam mengelola operasional secara profesional. Karena itu, perusahaan sebaiknya tidak memilih penyedia BPO hanya berdasarkan penawaran harga terendah.The potential TCO efficiency depends heavily on the provider's ability to manage operations professionally. Companies should therefore not choose a BPO provider on the basis of the lowest price offer alone.
Beberapa aspek yang perlu diperhatikan antara lain:Aspects to consider include:
- Pengalaman dalam mengelola operasional tele-collection.Experience in managing tele-collection operations.
- Kemampuan rekrutmen dan pemenuhan kebutuhan agent.Recruitment capability and the ability to meet agent requirements.
- Sistem training dan pengembangan kompetensi.Training and competency development systems.
- Struktur supervisi dan quality assurance.Supervision and quality assurance structure.
- Kemampuan monitoring dan pelaporan kinerja.Performance monitoring and reporting capability.
- Ketersediaan teknologi dan infrastruktur pendukung sesuai ruang lingkup layanan.Availability of technology and supporting infrastructure in line with the scope of services.
- Keamanan informasi dan perlindungan data debitur.Information security and debtor data protection.
- Kepatuhan terhadap ketentuan ketenagakerjaan dan regulasi penagihan.Compliance with employment regulations and collection rules.
Mitra outsourcing yang tepat tidak hanya menyediakan agent, tetapi juga mampu membantu perusahaan mengelola keseluruhan proses operasional secara efektif dan terukur.The right outsourcing partner does not merely supply agents; it can also help the company manage the entire operational process effectively and measurably.
Valdo, Mitra Strategis untuk Operasional Tele-Collection AndaValdo, Your Strategic Partner for Tele-Collection Operations
Valdo siap membantu perusahaan membangun dan mengelola operasional tele-collection melalui layanan Business Process Outsourcing (BPO) yang didukung tenaga kerja kompeten, proses operasional terstruktur, teknologi, serta pengawasan kinerja.Valdo is ready to help companies build and manage tele-collection operations through Business Process Outsourcing (BPO) services supported by competent people, structured operating processes, technology, and performance oversight.
Dengan pengalaman dalam pengelolaan operasional BPO, Valdo membantu perusahaan mengoptimalkan kapasitas tele-collection tanpa harus membangun seluruh sumber daya dan infrastruktur sendiri. Kami berfokus pada pengelolaan operasional yang efisien, produktif, terukur, dan sesuai dengan kebutuhan bisnis perusahaan.With experience in running BPO operations, Valdo helps companies optimise tele-collection capacity without having to build all the resources and infrastructure themselves. We focus on operations that are efficient, productive, measurable, and aligned with the company's business needs.
Saatnya mengevaluasi apakah operasional tele-collection Anda sudah memiliki struktur biaya dan kinerja yang optimal. Bersama Valdo, temukan model pengelolaan tele-collection yang lebih efisien dan sesuai dengan kebutuhan perusahaan Anda.It is time to evaluate whether your tele-collection operations already have an optimal cost structure and performance. Together with Valdo, find a tele-collection management model that is more efficient and suited to your company's needs.
Hubungi Valdo untuk mendiskusikan kebutuhan dan potensi efisiensi operasional tele-collection perusahaan Anda.Contact Valdo to discuss your company's tele-collection needs and the potential for operational efficiency.
Valdo – Your Strategic Partner in Business Process and People Solutions.Valdo – Your Strategic Partner in Business Process and People Solutions.
Hitung TCO tele-collection AndaCalculate your tele-collection TCO
Ceritakan volume akun, bucket tunggakan, dan target collection Anda. Tim kami akan membantu membandingkan model in-house dan BPO secara objektif, tanpa biaya konsultasi.Tell us your account volume, delinquency buckets, and collection targets. Our team will help you compare the in-house and BPO models objectively, at no consulting cost.
Layanan BPO tele-collection Valdo mencakup agent, supervisi, quality assurance, teknologi, dan pelaporan kinerja.Valdo's tele-collection BPO service covers agents, supervision, quality assurance, technology, and performance reporting.