BPO / KPO Services
At Naqvix, we provide fully managed BPO and KPO services with trained, dedicated agents who become an extension of your team. From dispatch operations to customer support, back-office management to knowledge process outsourcing — we handle the operational complexity so you can focus on growing your business.
Fully managed BPO and KPO services, from dispatch to knowledge work.
Real-time dispatch for towing, roadside, HVAC, plumbing and field service businesses. Trained dispatchers managing calls, GPS tracking and driver coordination around the clock.
Inbound and outbound customer support via phone, email, chat and social media. Trained agents who represent your brand professionally and resolve issues on first contact.
Data entry, invoice processing, order management, CRM updates and administrative tasks. Accurate, consistent and delivered on time without the management overhead.
Dedicated agents who follow up on every lead within minutes, qualify them against your criteria and book appointments directly into your calendar or CRM.
Executive and administrative virtual assistants for calendar management, email handling, travel booking, research and day-to-day operational support.
Primary and secondary research, competitive analysis, data collection and verification. Structured deliverables that inform your business decisions.
Review and moderate user-generated content, social media comments and marketplace listings. Protect your platform and brand from harmful or inappropriate content.
Financial analysis, legal research, technical writing, data analytics and other knowledge-intensive tasks requiring domain expertise and analytical capability.
We have built dedicated operations teams across these industries and understand the processes, compliance and quality expectations unique to each.
Full dispatch operations for towing companies — call intake, GPS-based driver assignment, ETA communication and job status tracking. We run your dispatch like an in-house team.
HIPAA-trained agents for patient scheduling, insurance verification, billing inquiries and medical office administration with strict compliance standards.
Lead qualification and follow-up, appointment setting, CRM management and transaction coordination for real estate teams and brokerages.
Order management, customer service, returns processing, product listing management and marketplace support for online retailers.
Legal intake processing, document preparation, case management support and client communication for law firms and legal departments.
Scheduling, dispatch and customer communication for HVAC, plumbing, electrical and general contracting businesses.
Claims intake, policy servicing, renewal reminders and customer support for insurance agencies and carriers.
Tier 1 technical support, customer onboarding assistance, feature request tracking and user feedback collection for SaaS companies.
A proven six-step process from scoping to scaling, with full SLA accountability.
We audit your current operations, document your processes, tools and quality standards. We define clear SLAs and KPIs before anything starts.
We recruit and select agents with the right skills and temperament for your specific operation. No generic staffing — purpose-built teams.
Agents are trained on your processes, tools, brand voice and quality standards. They pass certification before handling live work.
We launch with close supervision — monitoring every interaction, providing real-time coaching and refining processes based on live feedback.
Ongoing quality monitoring, regular performance reviews, continued training and process optimisation. We manage the team — you get the results.
As your needs evolve, we scale the team up or down, add new capabilities and continuously improve efficiency without disrupting operations.
Dedicated teams, SLA guarantees and operational excellence without the overhead.
Your agents work exclusively on your account. No shared pools, no split attention. They learn your business and become an extension of your team.
Clear service level agreements with measurable KPIs. Response times, resolution rates and quality scores — all tracked and reported weekly.
Round-the-clock operations for businesses that never sleep. Night shifts, weekends, holidays — we cover it all without the staffing headache.
Regular call monitoring, interaction audits and customer satisfaction tracking. We do not just fill seats — we deliver measurable quality.
Scale your operations up or down based on demand without the fixed costs of in-house hiring, training and infrastructure.
Strict data handling protocols, NDA-signed agents and HIPAA-compliant processes for healthcare clients. Your data security is non-negotiable.
Slack
WhatsApp Business
Salesforce
HubSpot
Google AdsGoogle AnalyticsSlack“Naqvix became the engine behind Roadsider. They built everything and run everything. We focus on the product, they handle the rest.”
Roadsider Team
Roadsider.com
Common questions about our BPO and KPO services.
Let us show you how a dedicated BPO team can transform your operations. We will assess your requirements, propose a tailored solution and have your team operational within weeks — not months.
Discuss Your OperationsOutsourcing succeeds or fails on transition, not on hiring. A team can be excellent and still deliver badly if the process was never documented and quality was never measured.
The work is captured as step-by-step procedures with decision rules, edge cases, escalation triggers and the systems used. This is the single highest-leverage step: undocumented knowledge cannot be transferred, only re-learned expensively.
Required language level, domain familiarity, tools and judgement are defined before hiring. Recruiting against a vague profile produces a team that can follow steps but cannot handle the exceptions that make up the hard half of the work.
Agents train on your actual systems and scenarios, then must pass a competency check before touching live work. Certification before go-live is what keeps the learning curve off your customers.
New agents first observe experienced handling, then handle work while being observed, before working independently. Ramping in stages surfaces misunderstandings while they are still cheap.
A sample of work is scored against defined criteria — accuracy, compliance, tone, resolution — with feedback returned to individuals. Volume metrics alone tell you the work was touched, not whether it was done correctly.
Agreed metrics are reported on a fixed cadence, with a regular review that examines exceptions and feeds process changes back into the SOPs. Without that loop, procedures drift out of date and quality decays invisibly.
The recurring reasons outsourcing arrangements underperform.
Handing over work that only exists in one person’s head guarantees inconsistency and blame. Documenting first is unglamorous and is what determines whether the transition works.
Without sampled, scored review, quality drifts and nobody notices until customers complain. A scorecard makes standards explicit and makes coaching specific rather than personal.
Rewarding speed teaches agents to close contacts rather than resolve them, which raises repeat contacts and lowers satisfaction. Handle time only means something beside resolution and quality.
Performance then collapses whenever that person is unavailable. Rotating coverage and keeping the knowledge base current turns individual capability into team capability.
When agents do not know who decides an exception, work stalls silently or judgement calls get made above their authority. A written matrix with names and thresholds resolves both.
The vocabulary used in outsourcing agreements and reporting.
Projects we've delivered in this space.
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