Manufacturing
Manufacturing BPO Services | Call Center & Back Office Support
Manufacturing BPO services support the commercial and administrative side of production: distributor and dealer support, order processing, warranty and returns handling, technical product support, and the back-office work that keeps orders moving.
Global Empire Corporation provides outsourced call center and back-office teams for manufacturers — handling B2B customer support, order administration, and after-sales service so your internal staff stay focused on production and supply.
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
Support Built Around Production and Distribution
Manufacturing support is largely B2B. Callers are distributors, dealers, installers, and procurement teams whose questions are technical and whose orders are time-sensitive. Agents need product knowledge and system access, not a script.
We train teams on your product catalogue, specifications, and ordering systems so enquiries are resolved on first contact rather than escalated into your sales or engineering staff.
- Trained on your product catalogue and specifications
- B2B distributor, dealer, and installer support
- Order, warranty, and returns processing
- Escalation paths into your technical and sales teams
For manufacturers, distributors, and industrial suppliers
Manufacturing Support Services We Deliver
Distributor & Dealer Support
Dedicated B2B support for the partners who sell and install your products.
Order Processing
Order entry, changes, status enquiries, and exception handling in your systems.
Technical Product Support
Specification, compatibility, and installation questions answered by trained agents.
Warranty & Returns
Claim intake, validation against your policy, and returns coordination.
After-Sales Service
Service scheduling, parts enquiries, and follow-up on completed work.
Back Office Processing
Documentation, data entry, and administrative work behind the order flow.
Supply Chain Enquiries
Lead times, availability, and delivery status handled without tying up your team.
Lead Qualification
Screen inbound product enquiries and route qualified opportunities to your sales team.
How We Support Manufacturing Operations
A structured onboarding that gets agents product-fluent before they take live contacts.
Product & Process Mapping
We document your catalogue, specifications, ordering rules, and warranty policy.
System Access & Integration
Agents are set up in your ERP, order management, and support systems.
Train on the Product
Teams are trained on specifications and common technical questions, not just call handling.
Launch With Escalation Cover
Live handling begins with defined escalation into your technical and sales staff.
Measure & Improve
First-contact resolution, order accuracy, and cycle time are reviewed and processes refined.
Related services
Build a complete support program
Frequently asked questions
What does manufacturing BPO cover?
Typically distributor and dealer support, order processing, technical product enquiries, warranty and returns handling, after-sales service, and the back-office administration behind the order flow.
Can outsourced agents handle technical product questions?
Yes, with training on your catalogue and specifications plus access to your systems. Deep engineering questions are escalated to your specialists through a defined path.
Do you support B2B distributor and dealer channels?
Yes. Most manufacturing support is B2B, and programs are built around distributors, dealers, installers, and procurement teams rather than consumer callers.
Can you work inside our ERP and order systems?
Yes. Agents work directly in your ERP, order management, and support platforms so orders and records are maintained in one place.
How is order accuracy measured?
We track first-pass accuracy, exception rate, cycle time, and rework alongside first-contact resolution, because a fast but inaccurate order costs more downstream than it saves.
TESTIMONIALS
Our trusted clients
I can’t believe we didn’t use Global Empire sooner. Since joining, our order accuracy improved, wait time is virtually gone, and customers receive their orders correctly and on time. This partnership has had a major impact on our national pizza business.
Because of their experience in the energy industry, Global Empire has become a valued marketing partner. Their call center solutions help us acquire customers, retain them, and provide quality service after the sale — 24 hours a day.
Our business relationship with Global Empire has been long and very satisfying. Their employees deserve full credit for the professionalism and consistency they bring to every interaction. I know firsthand how stressful frontline work can be, and their team delivers every time.