Rebuilding Online Trust: An ORM Success Story for a US-Based Telemarketing Company

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Service: Brand & Reputation Management (SERM)
Home > Brand & Reputation Management > Rebuilding Online Trust: An ORM Success Story for a US-Based Telemarketing Company
Client Overview
The client is a leading US-based telemarketing and business process outsourcing (BPO) company offering a comprehensive range of voice and non-voice services to businesses across various industries. With a workforce of more than 500 service personnel, the company is committed to delivering efficient, reliable, and customer-focused solutions that help clients achieve and exceed their organizational goals.
 
The company specializes in inbound and outbound calling solutions, along with a wide range of telemarketing and customer support services tailored to diverse business requirements. Its service portfolio is designed to help small businesses streamline customer communications, improve operational efficiency, enhance customer engagement, and deliver faster, more effective support. 
  • 18 Targeted Negative Links
  • 5 Negative Links From 1st Page
  • 6 Negative Links From 2nd Page
  • 7 Negative Links From 3rd Page
Project Challenges
The client, a leading US-based telemarketing and business process outsourcing (BPO) company, provides a comprehensive range of voice and non-voice services, including inbound and outbound calling solutions. With a workforce of more than 500 service personnel, the company focuses on helping businesses improve customer service, streamline communications, and achieve their operational objectives.
 
The client faced significant online reputation management (ORM) challenges due to recurring negative comments and discussions published by anonymous individuals across prominent review websites, forums, and other online platforms. These websites were frequently crawled and indexed by search engines, allowing negative content to gain visibility in top search engine results pages (SERPs). Consequently, prospective customers researching the company could encounter unfavorable information before discovering its official website and positive business credentials.
 
The campaign required a structured Search Engine Reputation Management (SERM) strategy to identify the sources of negative content, improve the visibility of credible positive information, and strengthen the company's online brand presence across major search engines. The central challenge was to establish a stronger, more balanced online reputation in a competitive BPO market by improving the visibility of credible brand information and reducing the prominence of negative search results through sustained, content-led ORM activities.
 
Key Project Challenges
 
  • Tracing negative discussions, reviews, forum posts, and third-party URLs affecting the client's online reputation across multiple platforms.
  • Addressing negative content that occupied prominent positions in Google and other search engines
  • Dealing with established review websites and forums whose content was frequently crawled, indexed, and displayed prominently in search results.
  • Improving the rankings of relevant, positive brand content to reduce the prominence of negative URLs on the first few pages of search results.
  • Developing and distributing credible, business-focused content and press releases to strengthen the client's digital footprint.
  • Creating and optimizing authoritative business profiles and social media channels to increase the visibility of accurate company information.
  • Reducing the potential reputational impact of negative online discussions on prospective clients
  • Tracking changes in search rankings and the visibility of positive and negative content to evaluate campaign progress.
 
 
Strategy & Solution

At the start of the project, we figured out the key objectives. First up, our ORM team had to globalize the positive reputation of the business on all major search engines. Our team had to push down all the highly reputed negative URLs that were dominating top positions on the SERPs of leading search engines.

We had to float content regularly that helped recover the personal reputation of the client and its employees online. At the start of the project, our team identified the keywords that were causing maximum damage to the reputation of the client. From the original list of over 25 search terms, including business and personal names, we refined the list to 18 primary key phrases. These refined keywords were prioritized. The task of refining keywords was done after extensive discussions with the client.

These search phrases had negative search results in highly reputed feedback websites, forums, and other online websites. On top of that, these keywords took almost 30 percent to 50 percent of space on top search result pages.
Once the list of phrases and keywords was finalized, we defined our strategy and worked according to a plan. Our strategy included:
 

  • Booking a few domains on the personal name of the client
  • Designing the domains to give them a polished look that aligned with the businesss' brand guidelines
  • Generating positive content for the client and populating it online
  • Using the content to help the client stand head and shoulders above the competition
  • Syndicating legitimate information about the client and the business on reputed websites

However, the strategy could not produce the intended results. The fact was that the positive content we generated for the client went only up to the third SERP of top search engines - and not beyond that. Eventually, we tweaked our strategy and increased the keyword density on these profiles in comparison to negative links. After a space of 4 weeks, we started getting positive results. Not just that, as part of our tweaked strategy, we:
 

  • Created social media channels for the client
  • Populated the social channels with click-worthy informational content
  • Used the same content from social channels to improve the reputation of the client and boost its website on top SERPs

Within eight months, we achieved 90 percent positive domination on the top two pages of Google and other search engines. We continued our process of refreshing positive content, social media management, and other promotional activities for the next one and a half months. Today, 100 percent of the search results for the client are positive. Moreover, the client even controls 100 percent of positive results for its business and personal names.

Business Outcomes
Our Search Engine Reputation Management (SERM) campaign focused on developing and optimizing credible online profiles, strengthening the client's digital footprint, and publishing positive, relevant content across multiple online platforms. We strategically optimized these content assets around the client's priority keywords and brand-related search phrases to improve their organic search rankings and increase the visibility of favorable business information.
 
The campaign was designed to reduce the prominence of negative URLs in search engine results by strengthening the ranking potential of positive content. Through a combination of paid press release distribution, profile optimization, content syndication, and ongoing search performance monitoring, we aimed to establish a more balanced online reputation and ensure that prospective customers could discover credible information about the client's services when searching on major search engines.
 
Key Campaign Achievements:
  • Distributed paid press releases across 150+ channels
  • Improved positive content visibility within three weeks
  • Strengthened rankings for five priority brand-related keywords
  • Achieved approximately 70% positive visibility across two SERPs
  • Enhanced brand visibility through optimized profiles and content
  • Reduced negative content prominence through strategic SERM activities
  • Expanded positive brand presence across multiple online platforms

Overall, the campaign strengthened the client's online brand presence through a structured, content-led SERM strategy. The combined efforts in content optimization, press release distribution, and profile development helped increase the discoverability of positive business information and reduce the prominence of negative content in targeted search results.
 

Client's Speak
We got negative links pushed back on search results and got the positive content links up in the top page of the search results. Thanks Flexsin team for saving us!
Robb Auber
CEO - Teleiman - New York City, USA
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