CX BPO

CX BPO: service consulting, Zendesk CRM and ReclameAqui

Your operation is losing customers, agents and reputation to bottlenecks nobody has mapped yet. BCR.CX diagnoses CX, Zendesk CRM and ReclameAqui in a single consulting engagement, hands you a prioritized action plan — no generic 40-page report — and stays on to make sure CSAT, FCR, TMA and SLA actually move.

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Companies that trust BCR.CX
AdobeVolvoPandoraAmbevLacosteIguatemiFebrabanTenda
CX BPO: service consulting, Zendesk CRM and ReclameAqui
CX BPO
Highlights

Advantages that make a difference

CX Consulting

We map your operation’s KPIs, targets and tech stack to pinpoint exactly where it gets stuck — with data, not guesswork.

Zendesk CRM Consulting

A full audit of the Zendesk instance you already pay for, with a prioritized improvement backlog to evolve it without starting over.

ReclameAqui Consulting

A proprietary methodology to turn reputation around: a full account diagnosis and an action plan to cut complaints and raise your score.

How it works

From diagnosis to result, with a deadline and an owner

We start with a real assessment — KPIs, targets, tools in use — and hand back a prioritized plan, not a list of generic recommendations. Recurring follow-up cycles make sure improvement leaves the page and shows up in the report.

I want my diagnosis
From diagnosis to result, with a deadline and an owner
Every front with concrete deliverables, not a pretty slide
What you get

Every front with concrete deliverables, not a pretty slide

A full diagnosis of KPIs, targets, SLAs and the tech stack, with a clear read on maturity and what to prioritize first.

An audit of automations, queues, macros, reports and integrations in your current instance, with a backlog ready for execution.

A full account review through our proprietary methodology, with an action plan to cut complaints and rebuild reputation.

Recurring review-and-action cycles — because a plan nobody follows up on just gathers dust.

Recognizing Successful Work

Our cases

AdobeTechnology / Software

How Adobe's retention and sales flow became a global reference

In 3 months of operation, BCR.CX beat historical retention and sales records — and the model was rolled out globally within Adobe.

3 monthsto beat historical retention and sales records
ZendeskAmazon ConnectConciex
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Adobe case hexagon
VolvoAutomotive industry

How Volvo Trucks centralized a new sales channel on Zendesk

Truck drivers, dealers and internal sales teams in a single operation — targeting a 40x greater result and expansion into new countries.

40xprojected result, expanding the model to new countries
Amazon ConnectZendesk SuiteApp VTEXApp do Reclame Aqui
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Volvo case hexagon
PandoraRetail / Beauty and accessories

How Pandora kept customer satisfaction high at Black Friday's peak

BCR.CX took over Pandora's customer service during the Black Friday sales surge and unified voice, e-mail, chat, physical stores, telesales, Reclame Aqui, social media and internal departments into one experience.

Black Fridaywith customer satisfaction held at peak demand
Amazon ConnectZendesk SuiteApp VTEXApp do Reclame Aqui
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Pandora case hexagon
BauduccoRetail · Food

The impact of Artificial Intelligence on customer service

In 2025, AI transformed Bauducco’s support: more automation, faster resolution and high satisfaction even during the December peak.

<17%Reduction in AHT, with half of WhatsApp conversations automated
ConciexZendesk AI Agent
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Bauducco case hexagon
MotivaMobility · Concessions

Highway and rail customer service scaled with AI

We scaled operations with high daily conversation volume using AI chatbots with their own identity per operation, continuously evolving flows, knowledge base and automations.

~80%Of volume concentrated in the main flows
Zendesk AI AgentConciexZendesk SuiteCopilot
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Motiva case hexagon
DassRetail · Footwear & Sports

After-sales for three brands scaled with AI bots

We scaled after-sales for three brands with a high volume of transactional queries, using AI bots integrated with VTEX, each with its own identity and able to run end-to-end processes.

67%Of resolutions automated, with no handoff to humans
ConciexZendesk AI AgentsAmazon ConnectApp VTEX
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Dass case hexagon
AsaasFintech

Less AHT, without giving up experience

We reduced average handling time by centralizing context, replies, tasks and internal systems on a single screen to speed up service.

96%Agent approval of Copilot Auto Assist
Amazon ConnectZendeskConciex
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Asaas case hexagon
VulcabrasRetail · Footwear & Sports

AI in Vulcabras’s omnichannel service

Group brands on a single Zendesk Suite instance, integrating Help Center, WhatsApp, ChatBot and Copilot.

+53,5%CSAT for the year: from 44.9% to 68.98%, a gain sustained for months
ConciexZendesk AI Agent
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Vulcabras case hexagon
HavaianasRetail · Footwear

A successful solution with Zendesk

AI chatbot, real-time order tracking and human support in a unified channel for Havaianas’s e-commerce.

+30kConversations handled since go-live (Feb/2026)
Zendesk AI Agent
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Havaianas case hexagon
CantuIndustry · Tires

Service agility that strengthens the brand

Agile service and fast resolution of demands reduced friction and strengthened customer trust in Cantu.

77,57NPS
Zendesk AI Agent
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Cantu case hexagon
DecathlonHR · Sports retail

The HR operation redesigned from scratch

By implementing Zendesk in partnership with BCR.CX, we scaled employee support with more quality and agility.

From scratchHR operation redesigned to be more scalable and human for employees
Zendesk Employee Services
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Decathlon case hexagon
Why BCR.CX

Why choose BCR.CX for your CX BPO

Specialist consulting on every front — CX, Zendesk CRM and ReclameAqui each run on their own methodology, not a generic service.

Diagnosis first, contract second: you invest where there’s a real bottleneck, with clear priority.

A prioritized action plan, with a deadline and an owner — not a 40-page report nobody reads.

Recurring follow-up until improvement shows up in the KPIs: CSAT, FCR, TMA and SLA.

A Zendesk Premier Partner, with the same team behind more than 250 projects on the platform.

FAQ

Frequently asked questions

Three consulting fronts: CX Consulting (operation assessment, KPIs, targets and tech stack), Zendesk CRM Consulting (evolving your Zendesk) and ReclameAqui Consulting (account analysis and action plan).

No. Each front works independently — we help define where to start based on your scenario and budget.

Yes. The focus is precisely on evolving an existing instance: discovery of improvements and continuous improvement actions, with no migration or starting over.

We run a full account review — reputation, response time, solution rate, answered-complaints index — and deliver an action plan to be executed inside the company.

The initial diagnosis takes just a few weeks. From there, you already know exactly what to act on first — the continuous improvement cycles are what sustain the result over the medium term.

CX BPO

Ready to stop guessing where your CX operation gets stuck?

Talk to a specialist and get a clear diagnosis of what to prioritize — no runaround, no generic proposal.

Talk to a specialist
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