Every company is different. So the first thing we do is agree with you on which part of the process we operate, how we work alongside your team, and what we commit to. From there, every engagement runs on the same operating model — direct coordination, continuous reporting, and full transparency on hours, contract and team management.
with you
We don't dictate what to outsource or how. Two decisions are made together at kick-off: the scope (what we'll operate) and the way our team relates to yours.
You choose what we operate
From a full process to a very specific slice. You decide what to outsource and what stays in-house.
Two valid models
We adapt to your culture and how you want us integrated. Both models are equally valid and can be combined across different parts of your business.
Whatever the scope and however we relate to your team, every BPO engagement at Xternus includes these four elements. They are not extras — they are the baseline of how we operate.
A dedicated Xternus lead on your account
No middlemen, no anonymous helpdesk. A named lead coordinates every person and resource on your project and is your single point of contact day-to-day.
Clear KPIs from day one
Live shared dashboard, weekly check-in, monthly business review with leadership. No fine print: you see exactly what we see.
We don't just execute — we propose and ship improvements
We surface improvement opportunities and bring them to production. They don't end in a report — they show up in how the team works the next month.
When something new comes up, we handle it
If a need surfaces that wasn't in the original SOW — a campaign, a peak, an adjacent process — we take it on without renegotiating from scratch. Flexibility is part of the service.
We don't ask you to fit your business into our shifts. We design the staffing mix once we understand how your business actually runs — when peaks happen, which channels need coverage, which time zone your customers expect.
A nearshore partner shouldn't ask you to commit to a year to find out if it works. At Xternus flexibility is structural and starts with the contract itself.
From 2 months
Long enough to validate the model on your operation, short enough not to lock you in if it doesn't fit. No 12- or 24-month minimums.
Monthly if you prefer
After the initial minimum, if you ask for it, the contract renews month-to-month. Which forces us to earn renewal every month — exactly what a good partner should do.
Only the hours executed
You don't pay for vacation, holidays or idle days. If a month needs fewer hours, you bill less. Full transparency: every hour is justified and auditable.
Everything that comes with running a team — recruiting, contracts, payroll, training, supervision, peak coverage and absence backfill — is our problem. You get a service that works and the metrics on how it's working.
Recruiting & selection
We source, screen and train the right profile for your operation. Sector knowledge when it's needed.
HR & compliance
Contracts, payroll, local labour compliance, leave and replacements — all on us. No load on your people team.
Continuous training
Structured onboarding plus reinforcement training throughout the engagement. Knowledge doesn't stagnate.
Real-time visibility
Proprietary supervision tooling tracks activity, productivity and quality per agent by the minute. Transparent for both sides.
Backup capacity
We keep trained profiles on standby for sudden peaks or unplanned absences. Your operation doesn't skip a beat.
Documented processes
Every engagement has a written operations manual, an escalation map and detailed follow-up protocols. Auditable any time.
Xternus teams operate inside your CRM, helpdesk, dialer and dashboards. We don't ask you to migrate to ours. Standard stacks we already operate: Salesforce, HubSpot, Zendesk, Intercom, Freshdesk, Outreach, Salesloft, Apollo, Follow Up Boss, kvCORE, Lofty, BoomTown.
Tell us the function, current volume and the outcome you're after. Within 48 hours we'll send back an options brief with cost compared against a local hire.