Operations & Back-office
Data entry, processing, and virtual assistants at scale
Why this matters
Most contact centers leak time and money into back-office work that nobody owns. We run non-customer-facing operations programs that clear queues, process documents, manage orders, and act as virtual assistants for executives and ops teams. Agents are recruited for accuracy and process discipline, trained on your tools, and held to documented turnaround and quality targets. Programs cover data entry, document processing, order and invoice management, claims processing, KYC and onboarding, content moderation, and dedicated virtual assistants. We work inside your systems, follow your SOPs, and produce audit trails for every action. Coverage spans UK, US, Canada, and Australia hours, with secure delivery sites where data sensitivity requires it. Whether you need to clear a backlog, take over a steady-state process, or build an operations team you do not want to hire directly, we structure the program around the SLA and the error rate you can sign off on.
Key benefits
Accuracy as the headline KPI
Programs run against documented error-rate and SLA targets reviewed weekly, not just volume cleared.
Process discipline you can audit
Every action is logged, sampled, and reviewable so internal and external audits run smoothly.
Secure delivery where it matters
ISO 27001 and SOC 2-aligned sites for programs with regulated or sensitive data.
Headcount flexibility without overhead
Scale up for backlogs or peaks and right-size again without HR overhead or long-term commitments.
Services in Operations & Back-office
4 services available in this group.
Quality Assurance & Call Monitoring
Structured call reviews that lift agent performance and customer experience.
We audit calls, chats, and emails against your quality framework and deliver coaching insights that improve agent consistency and customer outcomes.
Learn moreWorkforce Management & Scheduling
Forecasting, scheduling, and intraday support for steady service levels.
We plan headcount, build schedules, and manage intraday adjustments so your contact center hits service levels without overstaffing.
Learn moreBack-office Support (Data Entry, Document Processing)
Data entry and document processing that keeps your front office moving.
We handle data entry, document processing, and case work so customer-facing teams stay focused on conversations rather than paperwork.
Learn moreKnowledge Base Creation & Management
Searchable knowledge that helps agents and customers find answers fast.
We build and maintain knowledge bases for support teams and customers, with clear articles, governance, and regular content reviews.
Learn moreOur approach
Process discovery
We document the workflow, the SOP, the systems, and the accuracy and SLA targets that matter.
Pilot batch
We run a controlled batch to validate quality, throughput, and the exception-handling rules.
Steady state
We staff to volume, run daily QA samples, and report weekly against SLA and error rates.
Improve and automate
We identify steps suitable for automation, then implement where the business case holds up.
Frequently asked questions
What is the minimum program size?
How do you handle sensitive data?
Can you clear a one-off backlog?
Do you provide dedicated virtual assistants?
Want help with operations and back-office?
Book a 30-minute call. We will scope the right path for your goals.