BPO services
Customer support, incident management, healthcare credentialing and back-office operations, delivered by trained teams in India and aligned to your business hours.
Our BPO services
Select a service to see what we deliver.
Customer support
Multichannel support by phone, email and live chat, delivered by trained agents who follow your processes and tone of voice.
Channels we cover
- Inbound and outbound calls
- Email and web forms
- Live chat and messaging
- Ticket updates in your helpdesk
What we handle
- Account and order queries
- First-line technical troubleshooting
- Billing and payment questions
- Complaints and escalations
Incident management
A service desk that logs, prioritises and resolves incidents against your SLAs, and escalates the rest quickly.
What we deliver
- Business-hours or 24/7 service desk
- Incident logging and categorisation
- Priority assignment from P1 to P4
- First-line resolution using your runbooks
- Escalation to L2, L3 and vendor teams
- Major incident communication
- SLA monitoring and breach prevention
- Post-incident reports and trend analysis
Platforms
Healthcare credentialing
Our longest-running service line: primary source verification, credentialing and quality review for US healthcare organisations, credentialing verification organisations and staffing firms.
What we deliver
- Verification of licences and board certifications
- Verification of education and work history
- Credentialing file assembly to your checklist
- Provider data entry and maintenance
- Independent quality review of every file
- Daily completion and turnaround reporting
Systems
Back office and data operations
Accurate, high-volume processing for the work that keeps your operations running.
What we deliver
- Data entry and validation
- Document indexing and processing
- CRM data maintenance and clean-up
- Order and case processing
- Research and verification tasks
- Reporting and MIS preparation
Quality controls
Support on every channel
One team, one standard of service, whichever channel your customers choose.
Voice support
Inbound and outbound calls handled by trained, supervised agents.
- Inbound support lines
- Outbound follow-up calls
- Call logging and outcomes
- Warm transfer and escalation
Email support
Clear, accurate replies within your agreed response times.
- Triage and categorisation
- Templated and personalised replies
- Follow-up until closure
- Response time tracking
Live chat
Real-time help on your website or app.
- Fast first responses
- Chat-to-ticket handover
- Tagging and transcripts
- Satisfaction surveys
How we manage incidents
Select each stage of the incident lifecycle.
Log
Every incident is recorded in your service desk tool with the caller, the impact and the affected service.
What you see
- A ticket for every contact
- Consistent categories
- Complete, searchable history
Prioritise
We assign a priority from P1 to P4 based on impact and urgency, using the rules you define.
What you see
- Priority on every ticket
- SLA timers that start immediately
- Critical issues flagged at once
Resolve or escalate
Agents resolve what they can using your runbooks and knowledge base, and escalate the rest to the right team.
What you see
- First-line fixes completed quickly
- Clean handovers with full context
- No ticket left unowned
Communicate
Users and stakeholders receive clear status updates until the incident is closed.
What you see
- Regular updates on major incidents
- Confirmation before closure
- Fewer follow-up calls
Review
We analyse trends and recurring issues, and recommend fixes that reduce future volume.
What you see
- Post-incident reports
- Monthly trend analysis
- Knowledge base updates
What we measure and report
We agree targets with you at the start and report against them every week and every month.
First contact resolution
Issues resolved without a follow-up contact.
Average handling time
Time spent on each call, email or chat.
Customer satisfaction
Survey scores after each interaction.
SLA adherence
Response and resolution times against your SLAs.
Quality score
Regular audits of calls, emails and chats.
Accuracy and turnaround
Error rates and completion times for back-office work.
Platforms we can work in
Frequently asked questions
Can you cover our business hours?
Yes. We schedule shifts to overlap with your business hours in the US, the UK or Europe, and agree the shift pattern during scoping.
Will agents follow our scripts and tone of voice?
Yes. We build training, scripts and quality checklists from your material before the team goes live.
How do you maintain quality?
Team leaders audit a sample of calls, emails and chats every week, and share the results and actions with you.
How do you protect customer data?
Agents work on company-managed devices in supervised offices, with role-based access and a written information security policy.
Can we start with a pilot?
Yes. Most engagements start with a small pilot team so you can assess quality before scaling.
Discuss your requirements with our team
Tell us what you need. We respond within one business day.