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Upstream BPO

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Kuala Lumpur, Malaysia
Excellent people, Exceptional Service
Upstream BPO is a global business process outsourcing company headquartered in Malaysia, with delivery operations in the Philippines and Uzbekistan. We help businesses scale customer experience, sales and operational functions through flexible, technology-enabled outsourcing solutions. Our services include omnichannel customer support and contact centre operations, sales outsourcing, B2B lead generation and appointment setting, content moderation and trust and safety, data annotation and AI training support, back-office operations, e-commerce support, and finance and accounting outsourcing. Our multi-country delivery model gives clients access to skilled and multilingual talent, scalable workforce capacity, extended operating-hour coverage and cost-effective service delivery across different markets and time zones. We work as an extension of our clients’ businesses, combining trained people, structured processes, quality assurance, intelligent automation and AI-enabled technology to improve customer satisfaction, operational efficiency and business performance. Upstream BPO has built long-term client relationships by consistently delivering reliable, measurable and scalable outcomes. Many of our client partnerships have continued for more than five years, reflecting our commitment to becoming a trusted strategic outsourcing partner rather than simply a service provider.
1000 people in their team
Speaks English, Malay, Chinese, Russian, Hindi... See more
Sortlist member since 2021
Founded in 2014
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Services

9 services offered by Upstream BPO

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  • Description
    Upstream BPO provides outsourced B2B lead generation, appointment setting, inside sales and customer acquisition support for companies seeking to build qualified sales pipelines and enter new markets. Our services include prospect research, contact-list development, outbound calling, email outreach, lead qualification, appointment booking, lead nurturing, CRM updates and sales pipeline support. Campaigns can be tailored by industry, geography, company size, decision-maker profile and buying intent. Our teams operate as an extension of the client’s sales function, using structured scripts, quality monitoring, performance reporting and continuous campaign optimisation to improve lead quality and conversion opportunities. Headquartered in Malaysia, with delivery operations in the Philippines and Uzbekistan, Upstream BPO provides scalable multilingual sales teams for regional and international B2B campaigns.
    Skills in Growth Marketing (9)
    Lead GenerationLead NurturingCustomer AcquisitionLead ManagementB2B Lead GenerationInbound Lead GenerationLead AcquisitionLead OutreachLead Qualification
    Learn more about Growth Marketing
  • Description
    Upstream BPO provides outsourced community management, social customer care, content moderation, and trust and safety support for brands, online platforms and digital communities. Our teams manage comments, direct messages, customer enquiries, user engagement, complaint handling, escalation workflows and community guideline enforcement across platforms including Facebook, Instagram, LinkedIn, YouTube and X. We help clients maintain responsive, safe and professionally managed online communities through trained moderation teams, structured quality assurance, multilingual support and clear reporting. Our services can include proactive engagement, harmful-content review, spam monitoring, sentiment tracking, crisis escalation and after-hours community coverage. Headquartered in Malaysia, with delivery operations in the Philippines and Uzbekistan, Upstream BPO provides scalable community management teams for regional and global brands.
    Skills in Community Management (9)
    Community BuildingInstagram Community ManagementFacebook Community ManagementCommunity Management ExternalizationYoutube Community ManagementLinkedIn Community ManagementMonthly ReportingTwitter Community ManagementComment Moderation
    Learn more about Community Management
  • Description
    Upstream BPO provides outsourced e-commerce operations and customer experience support for online retailers, direct-to-consumer brands and marketplace sellers. Our services include customer enquiry management, order processing, marketplace administration, product listing support, inventory coordination, returns and refund handling, delivery follow-up, complaint resolution, promotion support and customer review management. We support e-commerce operations across websites and marketplaces such as Shopify, Shopee, Lazada and TikTok Shop, helping businesses maintain faster response times, accurate order handling and consistent customer experiences across multiple sales channels. Headquartered in Malaysia, with delivery operations in the Philippines and Uzbekistan, Upstream BPO provides scalable multilingual teams, structured quality assurance and flexible operating-hour coverage for growing e-commerce businesses.
    Skills in E-commerce (11)
    Ecommerce AnalyticsEcommerceRevenue TrackingShopify MarketingOnline RetailOnline EcommerceElectronic commerceeCommerce DevelopmentEcommerce SolutionsMarket Penetration Study+1
    Learn more about E-commerce
  • Description
    Upstream BPO provides AI data services, data annotation, AI training support and human-in-the-loop operations for businesses developing or improving artificial intelligence solutions. Our teams support text, image, audio and conversational data workflows, including data labelling, classification, transcription, quality assurance, model-response evaluation, prompt testing and multilingual dataset review. We also support AI chatbot, voice-agent and customer-experience automation projects through structured data preparation, supervised review and ongoing operational support. Headquartered in Malaysia, with delivery operations in the Philippines and Uzbekistan, we provide scalable teams, multilingual capabilities and flexible delivery models for global AI projects
    Skills in Artificial Intelligence (25)
    Machine LearningDeep LearningVirtual ReceptionistAI DevelopmentAI ExpertiseAI ResearchFraud detectionGenerative AIAI StrategyMarketing optimization+15
    Learn more about Artificial Intelligence
  • Description
    Upstream BPO provides outsourced market research, mystery shopping and customer experience audit services for businesses seeking reliable market intelligence and actionable customer insights. Our services include mystery shopper programmes, customer satisfaction surveys, telephone and online research, competitor analysis, market-entry research, consumer insight collection, lead research, database development and structured data collection. We support both qualitative and quantitative research projects, from questionnaire administration and respondent outreach to data validation, reporting and operational recommendations. Our CX audit services help businesses evaluate service quality across contact centres, retail locations, digital channels and customer journeys. Headquartered in Malaysia, with delivery operations in the Philippines and Uzbekistan, Upstream BPO provides scalable multilingual research teams for regional and international projects.
    Skills in Market Research (16)
    Data CollectionMarket ResearchMarket ExpansionMarket ResearchCompetitor ResearchQualitative ResearchQuantitative ResearchCustomer Satisfaction SurveyOnline SurveysConsumer Insights+6
    Learn more about Market Research
  • Description
    Upstream BPO provides outsourced social media management and social customer care for businesses requiring responsive, consistent and professionally managed digital channels. Our services include social media inbox management, comment and direct-message handling, customer enquiry resolution, complaint escalation, social listening, content moderation, online reputation monitoring, posting support and performance reporting. We support brands across Facebook, Instagram, LinkedIn, YouTube, TikTok and X, helping them improve response times, customer engagement and service consistency. Our teams can work alongside internal marketing departments, following approved brand guidelines, escalation procedures and customer-service standards. Headquartered in Malaysia, with delivery operations in the Philippines and Uzbekistan, Upstream BPO provides scalable multilingual social media support for regional and global brands.
    Skills in Social Media (17)
    Social Media ManagementSocial Media AnalysisSocial Media ContentSocial Media ServicesOnline Reputation ManagementFacebook Business ManagerSocial Media GrowthSM AnalyticsSocial ListeningSocial Media Monitoring+7
    Learn more about Social Media
  • Description
    Upstream BPO provides outsourced email marketing, B2B email outreach and campaign operations for businesses seeking to generate leads, nurture prospects and improve customer communications. Our services include prospect-list research, audience segmentation, campaign setup, email copywriting, outbound email execution, newsletter management, lead nurturing, inbox monitoring, response handling, CRM updates and performance reporting. We support both sales and customer-engagement campaigns, including cold email outreach, follow-up sequences, transactional communications and marketing automation. Our teams follow approved brand, compliance and data-handling guidelines while continuously monitoring campaign quality, engagement and conversion performance. Headquartered in Malaysia, with delivery operations in the Philippines and Uzbekistan, Upstream BPO provides scalable multilingual email campaign support for regional and international markets.
    Skills in Email Marketing (22)
    Lead NurturingNewsletterBulk EmailEmail Lead GenerationEmail CopywritingOutbound MailingDirect MailingEmail Marketing CampaignEmail Marketing AutomationOpt In Email+12
    Learn more about Email Marketing
  • Description
    Upstream BPO provides outsourced website administration and content operations for businesses requiring reliable ongoing support without maintaining a large in-house web team. Our services include CMS administration, website content updates, product and catalogue uploads, landing-page changes, image and document publishing, metadata updates, website data entry, quality assurance and routine content maintenance. We support WordPress, e-commerce platforms and other content management systems, following approved brand guidelines, publishing workflows and quality-control procedures. Our teams can also coordinate website enquiries, form submissions, content schedules and basic operational reporting. Headquartered in Malaysia, with delivery operations in the Philippines and Uzbekistan, Upstream BPO provides scalable website administration teams for regional and international businesses.
    Skills in Website Administration (14)
    CMSSystems IntegrationWebsite SupportWebsite MaintenanceDomain ManagementWordPress AdministrationWebsite Content ManagementProduct UploadProduct Catalogue ManagementContent Publishing+4
    Learn more about Website Administration
  • Description
    Upstream BPO provides cybersecurity consulting and support services to help businesses reduce security risks, strengthen data protection and improve organisational security practices. Our services include cybersecurity risk assessments, security policy development, access-control reviews, data privacy support, cybersecurity awareness training, phishing-risk education, incident-response planning and security compliance readiness. We help businesses identify operational vulnerabilities, improve employee awareness and establish practical controls for protecting systems, networks, customer information and business data. Our approach combines structured assessments, documented recommendations and ongoing support aligned with each client’s operational environment. Headquartered in Malaysia, with delivery operations in the Philippines and Uzbekistan, Upstream BPO supports regional and international businesses seeking scalable cybersecurity advisory and operational support.
    Skills in Cyber Security (17)
    CybersecurityData ProtectionCybersecurity Incident ResponseSecurity Risk AssessmentAccount Takeover Prevention (ATO)Vulnerability AssessmentManaged Security ServicesCybersecurity Awareness TrainingInformation Security ConsultingSecurity Policy Development+7
    Learn more about Cyber Security
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Team

1000 members in Upstream BPO's team

Upstream BPO cover
StoryUpstream BPO is headquartered in Malaysia, with delivery operations in the Philippines and Uzbekistan. Our multilingual teams provide customer service, sales outsourcing, lead generation, content moderation, data annotation, e-commerce and back-office support.
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Contact

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Details

  • HeadquarterQ Sentral, Jalan Stesen Sentral 2, Kuala Lumpur Sentral, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia