Run every client contract, queue and shift on one record of work done and billed.
Support desks, dialler floors, keying bays, bookkeeping teams and recruitment desks all sell people’s hours against a master services agreement. The software ties contracted volume bands, handled work, QA scores and invoices together, so a disputed line can be traced to the calls or tickets behind it. Each client sees only its own figures.
These firms sell a service, not a product. The client signs a statement of work fixing scope, answer targets and a rate card, and the floor then works through tickets, calls, scanned batches, ledgers or candidate mandates. The firm bills what was finished.
The unit of work changes by trade. A support centre counts contacts handled against first response targets, while a back-office team counts items cleared against the turnaround its contract names. An outbound floor counts dials and right-party connects per campaign list, and a keying bay counts fields captured and double-key mismatches.
Accounting outsourcing teams count journal entries posted and month-end closes, while recruiters count candidate submissions and confirmed joinings. The roles underneath are the same everywhere, with team leaders, QA analysts, account managers and finance each keeping a private sheet of their own. Private sheets are where the invoice goes wrong.
Software for each kind of bPO and contact centres business.
Customer support centres
Customer support centres run phone, email and chat queues with agents on rotating shifts and service targets set per client. The product holds the contact, the ticket, the queue, the roster and the quality score together, so supervisors manage from one place.
Learn moreTechnical support centres
A technical support centre diagnoses faults for the products and services of its clients. The software holds the ticket, customer entitlement, severity clock, tier hand-offs, remote session notes and vendor escalations together. Queues, tiers and clocks are set up with your own team leads.
Learn moreOutbound sales centres
Outbound sales centres work through purchased or client-supplied lists, with callers on target and incentive plans. The product holds the campaign, the list batch, the call outcome, the callback and each agent’s sales together. The floor is then managed from one screen.
Learn moreData processing firms
A data processing firm turns forms, scans and exports into clean records for clients. The software logs each batch on receipt, splits it among keyers, samples accuracy by field and holds the delivery file and billing count together. Your team enters each client’s keying instructions and screen layouts, since they know which fields cause rework.
Learn moreAccounting outsourcing firms
An accounting outsourcing firm runs the finance back office for other companies. The software holds each client’s engagement letter, document intake, coding queues, reviewer sign-off and close checklist, and hours and invoices follow the same engagement record, so delivery and billing agree.
Learn moreRecruitment agencies
A recruitment agency earns its fee on joining day and keeps it only if the candidate is still there when the replacement window closes. Recruitment Agency Management Software holds the mandate and its fee terms, and moves candidates from sourcing to joining. A duplicate submission is flagged before the client spots it, and the replacement window counts down on every placement. The daily activity report comes out of the pipeline instead of being typed again at seven.
Learn moreWhere these businesses lose time and money.
What we build across bPO and contact centres.
Ready products that fit bPO and contact centres.
Each one is adapted to how your business works before it goes live, and anything your trade needs that it lacks is added then. You are not paying to build the basics again.
Customer Support Centre Management Software
Queues, tickets, skill routing, rosters, service targets, quality scoring, escalations, coaching plans, callbacks and client reports for customer support centres and multi-client helpdesks.
Learn moreOutbound Sales Centre Management Software
Campaigns, list batches, suppression lists, call outcomes, callbacks, sales acceptance, caller targets and incentives for outbound sales centres.
Learn moreData Processing Firm Management Software
Batch receipt, keying instruction sheets, work packets, field accuracy sampling, delivery files, piece-rate pay totals and record-volume billing for data processing firms.
Learn moreThe services behind it.
Business Process Automation
Approvals, reminders, follow-ups and reports that run on their own instead of on someone remembering.
Learn moreAPI and System Integration
Accounting software, WhatsApp, payment gateways, tax portals and your own apps sharing one set of numbers.
Learn moreAI and Intelligent Automation
Reading invoices, sorting enquiries and drafting replies, with a person approving anything that matters.
Learn moreBusiness Intelligence and Reporting Tools
Business intelligence and reporting work joins accounting vouchers, CRM records and spreadsheet tabs inside Power BI, Metabase or Looker Studio, using metric definitions agreed in writing first. Role dashboards and scheduled packs follow. The model is documented. Your analyst can extend it. Share your requirements and we will say which tool fits.
Learn moreCybersecurity and Application Security
Logins, roles, backups and data exposure checked, so a staff exit or a lost phone is not a crisis.
Learn moreQuestions bPO and contact centres businesses ask.
Does it replace our telephony or ticketing platform?
No, it can sit beside the dialler, call distribution system or helpdesk you already run, and call and ticket data come in through an integration scoped for each platform.
Can each client see their own work?
Yes, a client portal or scheduled report pack can be set up so that each client sees only its own volumes, quality scores and invoices.
Can we run several clients with different rules?
Yes, rates, service levels, queues and quality forms are held for each client, so one floor can serve several contracts at once.
Is recruitment treated like the other trades here?
Partly, because it shares the contract and billing pattern, but mandates, candidates, interview rounds and replacement windows have their own screens in the recruitment product.
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