People for the work that needs judgement, automation for the rest

Yes, for standard desks — collections, customer service, admin, data processing — because we keep vetted people available and prepare training in parallel with contracting. That assumes you can grant systems access and give us a few hours with whoever currently does the work. Specialist roles requiring product certification or regulated training take longer, and we say so during scoping rather than after signature.

Up to 60% against the fully loaded local cost, and the honest version is that the top of that range applies to high-volume roles with stable processes. Specialist and regulated work saves less. The savings that get missed in most comparisons are the indirect ones — recruitment, cover for absence, management time and the cost of a vacancy nobody has filled for four months.

We already use automation where it earns its place, and we will keep pushing it downward through the work. What it removes is the repetitive tier: intake, routing, transcription, first-pass extraction, drafting a reply for review. What it does not remove is somebody deciding whether a customer with a genuine grievance gets a credit note, or reading a debtor well enough to know when persistence works and when it costs you the account. Expect the mix to shift and the headcount per unit of volume to fall. Expect people to remain on the judgement work.

Agents work inside your systems on managed workstations, with least-privilege access provisioned per person and revoked on the day they roll off. No client data is stored on personal devices, transfers happen through approved channels only, and every person has passed a background check and signed confidentiality terms before starting. Where you have your own security policy we operate inside it and complete your vendor assessment rather than asking for an exception.

Underperformance surfaces in the weekly quality sampling long before it shows in your numbers, and we address it with coaching first and replacement second — at our cost, with handover from the documented process so the desk does not stall. Attrition is a real feature of this industry; we manage it with documented processes and overlapping cover rather than by promising it will not happen.

Anything that is your actual differentiator, anything with no documented process yet, and anything where the decision-maker needs full context of your business to answer well. Outsourcing an undocumented process exports the confusion rather than solving it. If a desk falls into that category we will recommend documenting it first, even though that delays the engagement.