The sellable BPO portfolio. Partner-facing detail: 12_BPO_Projects. Payouts: 09_Pricing/03_Rate_Card_BPO.md.
Customer service helpline, order and booking desk, dispatch coordination, appointment scheduling, product enquiry, helpline overflow, IVR fallback handling. Measured on: AHT, ASA, abandon rate, FCR, CSAT, quality score.
Lead qualification, appointment setting, sales closing, welcome and onboarding calls, renewal calling, feedback and survey calling, win-back, COD confirmation. Measured on: dials, connects, contact rate, conversion, quality score.
Website live chat, WhatsApp Business, in-app chat, social DM handling. Measured on: concurrency, first response time, resolution time, CSAT.
Ticket triage and resolution, refund and return processing, escalation coordination, order and account queries. Measured on: first response time, resolution SLA, backlog age, reopen rate.
Data entry and validation, document verification, KYC processing, catalogue and listing management, order processing, claims processing, invoice and reconciliation support, transcription. Measured on: files per hour, accuracy, TAT.
L1 troubleshooting, product setup and installation support, account and access issues, escalation to L2/L3, remote support. Measured on: FCR, escalation rate, resolution time, CSAT.
Pre-due reminders, soft bucket collections, EMI follow-up, payment link assistance, promise-to-pay tracking. Measured on: contact rate, PTP rate, kept-PTP rate, recovery percentage. Restriction: no threats, no calls outside permitted hours, no disclosure to third parties. See 27_Guardrails/05_Regulated_Topics.md.
Inbound support, outbound sales, dispatch, chat and email, night-shift staffed. Priced in USD. Measured on: the same metrics plus accent and comprehension scores.
| Sector | Typical campaign | AI solution line |
|---|---|---|
| Mobility | 24x7 booking and dispatch desk | Call Taxi |
| Healthcare | Appointment and report follow-up | Healthcare |
| E-commerce | WISMO, returns, seller support | E-commerce |
| Finance | Lead qualification, EMI reminders | Finance |
| Real estate | Enquiry qualification, site-visit booking | Real Estate |
| Franchise | Franchise enquiry screening, outlet helpdesk | Franchise |
| Travel | Booking support, itinerary changes | Travel & Holidays |
| SaaS | Demo qualification, trial activation, tier-1 support | AI SaaS Sales |
| Model | How it works | When to use |
|---|---|---|
| Per seat per month | Fixed monthly per FTE (shift-defined) | Steady, predictable volume |
| Per minute / per call | Billed on connected talk time or calls handled | Volatile or seasonal volume |
| Per transaction / per file | Billed on units processed | Back office and data work |
| Per outcome | Per qualified lead, per sale, per collection | Where the outcome is cleanly attributable |
| Hybrid | Base seat fee plus outcome incentive | Sales campaigns where both sides share risk |
| Retainer plus AI licence | Reduced seat count plus AI agent fee | Processes with a high automatable share |
Minimum engagement is generally 5 seats or an equivalent transaction volume. Smaller pilots are accepted where an AI agent carries part of the load. Regulated processes require a compliance review before quoting.
Named Account Manager and Delivery Manager · process specification · quality scorecard · daily reporting format · escalation matrix · call recording access per SOW · weekly review cadence.
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