Build a contact centre system around your clients, your campaigns and your agent floor.
A BPO, or business process outsourcing company, runs several businesses under one roof. One agent may take a retail call in the morning and a bank call after lunch, so scripts, service levels, report formats and billing basis all change with the campaign.
The records sit in different places. The dialler holds calls, a spreadsheet holds the roster, the quality team scores in a form, and finance bills from a monthly export. Nobody sees one campaign from end to end.
A system built at GullySystem puts the campaign at the centre. Rosters, call records, quality scores, attendance and the client invoice all hang off it.
Operations we can build for.
A voice support floor, an outbound sales team and a back-office data unit count work in different ways. The way your clients pay decides which records matter most.
- Customer support centres
- Outbound sales centres
- Data processing firms
- Technical support centres
- Accounting outsourcing firms
- Recruitment agencies
- Inbound voice centres
- Email and chat support teams
- Collections and reminder centres
- Appointment setting teams
- Market research and survey units
- Back-office document processing units
- Multilingual support centres
- Insurance and claims processing units
- Remote and work-from-home agent pools
- Multi-site outsourcing groups
The modules, and what each one covers.
Nothing here is a fixed package. Each module is built, left out or changed to match how your organisation already works.
The client and contract record
Terms that decide how work is measured and paid for are recorded for every client.
- Client company and contacts
- Contract start and renewal date
- Billing basis: per hour, per call, per record or per seat
- Service level targets
- Currency per client
- Your tax rules for invoices
- Penalty and incentive clauses
- Data handling terms
- Escalation contacts
- Notice period
Campaigns and processes
A campaign is one piece of work for one client. It has its own team, script, hours and targets.
- Campaign name and client
- Channel: voice, email, chat or back office
- Languages served
- Operating hours and time zone
- Scripts and knowledge articles
- Disposition codes
- Target handling time
- Required headcount per shift
- Team leader and manager
- Campaign start and closure
Agent records
- Agent code and joining date
- Languages and skills
- Campaigns trained for
- Training batch and results
- Nesting status (supervised first weeks on the floor)
- Current team and supervisor
- Employment type and shift pattern
- Warnings and recognitions
- Leave balance
- Exit date and reason
Hiring and training batches
Recruitment and training feed the floor. Both need to be counted against the headcount a campaign has been promised.
- Open requisitions per campaign
- Candidate pipeline and interview results
- Offer and joining status
- Training batch calendar
- Trainer assigned
- Assessment scores
- Batch pass and fail
- End of nesting and floor entry date
- Attrition in the first weeks
- Cost of a batch
Hiring teams and operations managers often count the same people differently. One status is kept per person so a batch is counted once.
Rosters and shift planning
Workforce planners match agents to the hours a campaign is busiest. The roster is where this plan becomes visible to everyone.
- Forecast of call or ticket volume
- Required agents per interval
- Shift patterns and weekly offs
- Roster published to agents
- Shift swap requests
- Overtime approval
- Night shift allowances
- Transport linked to shift end
- Gaps against forecast
- Last-minute cover list
Attendance and adherence
- Login and logout times
- Break and lunch records
- Lateness and early exits
- Adherence (time worked as rostered)
- Leave and absence reasons
- Unplanned absence rate by team
- Shrinkage by campaign (paid hours lost to absence and breaks)
- Attendance feeding payroll
- Corrections approved by a supervisor
Call, chat and ticket records
Interaction data usually lives in the dialler or the helpdesk. Reading it, the software ties each record to an agent and a campaign.
- Call and chat volume by interval
- Handling time
- Wait time and abandoned contacts
- First contact resolution
- Disposition recorded by agent
- Recordings linked to the contact
- Tickets by status and age
- Callbacks promised and kept
- Transfers and escalations
The connection depends on what your dialler or helpdesk exposes. We check the available export or interface before the integration goes into a plan.
Outbound lists and dialling
- Lead lists received from the client
- Duplicate and invalid number checks
- Do-not-call lists maintained
- Calling hours by region
- Attempts per lead
- Connect and conversion counts
- Callback schedule
- Leads returned to the client
- Sales or appointments booked
Dialling hours, consent wording and recording rules vary with the country called and the client served. Your compliance officer and the client supply each rule, and nothing is guessed.
Quality monitoring
Quality analysts listen to a sample of contacts and score them against the client’s form. The scores need to reach the agent quickly.
- Scorecard per campaign
- Contacts sampled per agent
- Scores by section
- Critical error flags
- Calibration sessions between analysts
- Feedback shared with the agent
- Agent acknowledgement
- Coaching actions and follow-up
- Quality trend by team
Coaching and performance
- Targets per agent and team
- Weekly and monthly scorecards
- Coaching sessions logged
- Improvement plans with dates
- Incentive calculation inputs
- Top and bottom performers
- Training needs raised by quality
- Promotion eligibility
Back-office work queues
Data entry, claims and accounting work arrives as batches. Each batch has a deadline, an accuracy bar and a payment rate.
- Batch received from the client
- Document count and page count
- Assignment to operators
- Records processed per operator
- Error sampling and rework
- Second-level review
- Batch returned with a summary
- Turnaround against the agreed window
- Disputed records
Client reporting
Reports differ by client. Every one has its own schedule and its own layout, and rebuilding them by hand takes a planner hours every week.
- Daily and weekly campaign reports
- Service level achievement
- Volume and handling summary
- Quality results
- Staffing against commitment
- Client-specific layouts
- Scheduled sending
- Client portal access
- Month-end review pack
Billing and invoicing
- Billable hours or contacts per client
- Rate cards and volume bands
- Incentives and penalties applied
- Invoice per client and currency
- Tax lines under your own rules
- Credit notes for disputed items
- Supporting sheets for each invoice
- Receivables and ageing
- Margin per campaign
Billing basis differs for every client. We map each contract’s calculation with your finance team and run it beside the manual sheet before it is used.
Payroll inputs and cost
- Attendance and overtime summary
- Shift and night allowances
- Incentive amounts
- Deductions approved by HR
- Cost of a seat per campaign
- Cost of transport and meals
- Export to payroll software
- Cost against client revenue
Roles and access
Agents, team leaders, quality analysts, planners, HR, finance and clients each see a different slice of the same data.
- Agent view of own roster and scores
- Team leader view of the team
- Quality analyst scoring screens
- Planner view of forecast and roster
- HR view of hiring and exits
- Finance view of billing
- Client view of own campaign only
- Access log for sensitive records
Integrations
- Dialler and telephony platform
- Helpdesk and ticketing tools
- Workforce management tools
- Payroll software
- Accounting software
- Client systems and shared folders
- Email and messaging providers
- Single sign-on
Which of these can be connected depends on each vendor’s interface. That is reviewed with you before the build.
One connected workflow, end to end.
Every stage below can sit in one system, so nobody re-enters what the last stage already captured.
- Client contract
- Campaign set-up
- Hiring
- Training batch
- Roster and floor entry
- Live contacts
- Quality scoring
- Coaching
- Client report
- Invoice and collection
You do not have to replace everything at once.
Each phase is usable on its own, so the system earns its place before the next part is built.
- 1
Campaigns and people
The client and contract record, campaigns, agent files, hiring and training batches. Everything else points back to these.
- 2
Floor operations
Rosters, attendance, adherence, shrinkage and the interaction data brought in from the dialler or helpdesk.
- 3
Quality and coaching
Scorecards, sampling, calibration, feedback and the coaching trail, with outbound list handling for sales campaigns.
- 4
Reports and billing
Client reports, billing calculations, margin by campaign, payroll inputs and the client portal.
How a build actually runs.
- 01
Understand
We sit with a planner, a quality analyst and a finance executive and follow one campaign from contract to invoice.
- 02
Map
Clients, campaigns, shifts, reports and every sheet that is rebuilt by hand each week.
- 03
Design
A roster screen for planners who work in a hurry. A scoring screen that an analyst can use with headphones on.
- 04
Build
One campaign first, usually the one with the most painful reporting.
- 05
Test
It runs beside your current sheets for a full billing cycle, and the two outputs are compared.
- 06
Deploy
Agent files, open requisitions and active campaigns are carried across. Each team leader practises on the roster and queue views they will use daily.
- 07
Improve
More campaigns, client portals and integrations are added as each client allows.
What you bring, and when.
The build moves at the speed of the answers. These are the things we ask for, in the order we ask.
- 01
Rosters, MIS exports and client scope papers
Share shift rosters, attendance sheets, daily MIS exports and each client’s scope document. A few quality scorecards help. Adherence and billing rules are read from them.
- 02
Leads from operations, quality and finance
All of these groups send a contact. Operations checks rosters, quality checks forms, finance checks invoices. The delivery head breaks any tie.
- 03
Billing models, form weights and incentive logic
Per-campaign billing models, scorecard weights, overtime rules and incentive logic have to be decided before those modules take shape. Process lists are needed too. A named reviewer attends every demo.
- 04
Agent data and dialler access
Live agents, trainees and open campaigns are loaded for go-live. Your dialler or ticket tool must permit a connection. The centre head clears the cutover.
Systems we can put together for you.
- Client and contract management systems
- Campaign set-up and configuration tools
- Agent lifecycle and training batch software
- Recruitment pipeline tools for contact centres
- Rostering and shift planning systems
- Attendance and adherence tracking
- Quality monitoring and scoring platforms
- Coaching and performance management software
- Outbound list and callback management
- Back-office batch processing systems
- Client reporting and portal software
- Billing and margin calculation tools
- Payroll input and cost tracking systems
- Multi-site operations dashboards
Questions owners ask before starting.
What is custom BPO software?
It is a contact centre system built for your clients, campaigns and invoice terms, where a generic helpdesk would impose its own. Client-specific billing and reports are the point at which off-the-shelf packages usually break.
Does it replace our dialler?
No. The dialler keeps handling calls. It reads their records and ties them to agents, campaigns and invoices.
Can each client have a different billing basis?
Yes. Per hour, per contact, per record and per seat can sit side by side, each with its own volume bands, incentives and penalties.
Can clients see their own campaign?
Yes, through a portal that shows only that client’s data. What it shows is agreed with you and the client.
Can it handle several languages and time zones?
Yes. Campaigns carry their own language and operating hours, and rosters follow the time zone of the work.
How are calling and data rules handled?
Your compliance officer and the client state what each country or contract demands. Those rules are entered as written, and we add none of our own.
Can remote agents be included?
Yes. Attendance, rosters and quality scoring work the same for agents who log in from home, subject to what your tools record.
Can it work for several sites?
Yes. A site keeps its own floor, roster and manager. Head office reads campaigns and cost across every site in one view.
What becomes of the records we already hold?
Agent lists, active campaigns and open invoices are carried across. How far back history goes is decided during implementation.
How we work with this trade.
Ready products for this work.
If one of these fits, it is cheaper and faster than building from scratch. We will say so.
Build a contact centre system that matches how your clients pay.
A client judges the centre on the report it receives and the invoice that follows. Both depend on records that are usually kept in too many places.
Send one campaign’s report, its roster and the invoice that went with it. Our reply describes how that campaign would run on a single system. It also names what would wait for a later phase.
Tell us how your bpo and contact centre companies runs today.
We will tell you what can be digitised, what can be connected, what is worth automating, and what you should leave alone.
What happens after you share your requirements
- A senior engineer reads your answers. Nobody phones first.
- Within one business day you get a written note: what we understood, what we would start with, and the questions we still have.
- If it fits, a proposal follows with the order of work, what we need from you and what you receive at each step.
- No call is booked and nothing is paid until you have read the note. Your details stay with us.
Start with your requirements
Seven short steps that tell us what you need. A senior engineer reads them before anyone gets in touch.
Share your requirements