📡 TelecommunicationsThe sector we run our own dealer operation in, so the training is not theoretical.
Customer-facing: new activations and provisioning, MACD orders, number-porting coordination and rejection chasing, billing and proration queries, plan and bundle upgrades, retention and win-back, trouble-ticket intake and outage status, field-dispatch scheduling.
Back office: order-fallout correction, billing exception queues, usage-record and rate-table maintenance, dealer and agent channel desk, collections and payment arrangements.
CPNI-aware authentication before any account detail is discussed, TCPA-aware outbound with DNC scrubbing and calling-window control, and the offshore-origination disclosure handled as standard on US outbound. Measured on answer speed, first-call resolution, provisioning cycle time and save rate.
🏥 Healthcare & Revenue CycleRun your entire back office, or the one part that keeps breaking. Independent practices, specialist clinics, behavioural and mental health, dental, physical therapy, pharmacy and billing companies, single provider to multi-site group.
Front office: patient scheduling, eligibility and benefits verification, prior authorisation, registration, reminders and no-show recovery, inbound patient calls and refills.
Coding & claims: ICD-10, CPT and HCPCS coding, charge entry, documentation and coding audit, claim scrubbing and submission, clearinghouse rejections.
Money in: payment posting, denial management and appeals, A/R follow-up by ageing bucket, patient statements, credentialing and payer enrolment, monthly reporting on collection rate, days in A/R and denial reasons.
Under BAA, inside your PM and EHR, with named staff you meet, not a ticket queue. Start with one function and add the rest, or hand over the whole cycle from day one.
🛍️ E-Commerce & RetailStorefront and marketplace operations across Shopify, Amazon, Walmart, eBay, Etsy, Magento and BigCommerce.
Customer-facing: WISMO and proactive shipment-exception outreach, order changes and address corrections, returns and RMA authorisation, refunds and exchanges, pre-sales and sizing questions, subscription pauses and swaps, loyalty queries, review and social-DM response.
Back office: catalogue and SKU setup, product copy and image tagging, pricing and inventory sync, manual fraud review, chargeback representment packs, marketplace case management and seller-account health, dropship and PO coordination.
Card data stays out of our hands, pause-and-resume recording and tokenised payment flows. The metric we hold ourselves to is contacts per order, not just handle time. Flexes two to three times for Cyber Week, the January returns wave and Prime Day, then flexes back.
🚗 Automotive & Dealership BDCThe phones a dealership never has enough people to answer: single rooftop to multi-store group, franchise or independent.
Sales BDC: internet and third-party lead response inside minutes, unsold-showroom and be-back follow-up, appointment setting and confirmation, trade-appraisal enquiries, inbound sales calls answered when the floor is busy, long-term nurture on leads the desk has given up on.
Service BDC: appointment booking and confirmation, declined and deferred service recall, first-service and maintenance-interval reminders, open-recall and campaign notification, loaner and transport coordination, post-visit CSI follow-up and detractor recovery.
Retention & equity: lease-end and pull-ahead outreach, equity mining against current book values, warranty and service-contract expiry, service-to-sales conversion.
Back office: CRM and DMS hygiene across CDK, Reynolds & Reynolds, DealerSocket, VinSolutions, Tekion, eLead: duplicate merging, source-code accuracy, inventory merchandising and listing upkeep, deal-jacket document chase.
Where we stop, deliberately: no F&I quoting, no credit decisions and no credit pulls. Payment questions are handed to your finance desk, not answered by us. TCPA-aware outbound with DNC scrubbing, calling-window control and the offshore-origination disclosure as standard.
Measured on the numbers a general manager already watches: speed to lead, appointment set rate, show rate and service absorption (not handle time.
🚚 Logistics & Supply ChainFull truck dispatching) our dispatchers work your loads end to end on DAT, Truckstop.com, 123Loadboard and your own TMS: sourcing and booking freight, negotiating rates, assigning drivers, issuing rate confirmations, tracking to delivery and handling detention, layover and accessorial claims. Alongside that we run carrier sales and marketing: shipper prospecting, carrier onboarding and packet collection, MC and insurance verification, and follow-up on lanes that go quiet.
Plus the wider back office: track-and-trace, proof-of-delivery reconciliation, exception management, loss and damage claims, and a driver or partner helpdesk, covering every US time zone so overnight exceptions are cleared before your morning.
⚡ Energy & UtilitiesRegulated utilities and deregulated retail suppliers, with the seasonality planned for rather than absorbed.
Customer-facing: start, stop and transfer of service, move-in and move-out scheduling, high-bill enquiries and bill explanation, tariff and plan switches, payment arrangements and assistance-programme enrolment, outage reporting and restoration-time updates, field appointment confirmation.
Back office: meter-read validation and estimated-read correction, billing exception and rebilling queues, enrolment and switch processing, rebate and efficiency-programme applications, interconnection document chase, regulatory complaint case files.
Emergency calls (gas odour, downed lines) are hot-transferred to your own dispatch on a defined protocol and never held in our queue. Built for the predictable peaks: the high-bill wave a cycle after a heatwave or cold snap, storm-event overflow, and the collections surge when winter moratoria lift.
🏢 SaaS & TechnologyThe support function, the revenue motions around it, or both.
Support: Tier 1 access, permissions, billing and how-to questions, Tier 2 API and webhook debugging, SSO and OAuth issues, log analysis and data-discrepancy investigation, bug reproduction written straight into Jira or Linear as a ticket your engineers can act on without a translation step.
Adoption: onboarding and implementation support, configuration and data migration, help-centre and knowledge-base authoring, community and app-store review response.
Revenue: trial-to-paid and product-qualified-lead follow-up, renewals and failed-payment dunning, churn-risk outreach on declining usage, SDR prospecting and inbound qualification, CRM hygiene and enrichment.
Follow-the-sun cover so your queue is not waiting for a US morning. Tier 1 productive inside the first month, Tier 2 by roughly week twelve.
🏠 InsuranceCarriers, MGAs and agencies: administrative and intake work, with anything requiring an adjuster or producer licence staying with your licensed staff.
Claims: first notice of loss intake and incident capture, claim record creation and routing, status enquiries and claimant follow-up, document indexing and file setup, medical record and police report retrieval, subrogation file preparation.
Policy: endorsements, cancellations, reinstatements and renewals processing, new-business data entry and ACORD form handling, certificate issuance and tracking, premium accounting and commission reconciliation.
Underwriting support: loss-run ordering, MVR and CLUE pulls, submission clearance and prep, producer desk and licensing data upkeep.
Worked inside your core system over secured access, with nothing resident on our side. Built for catastrophe surge, the reason FNOL gets outsourced is that hail or a hurricane multiplies volume overnight, and a standing trained bench is the only thing that answers it.
🏛️ Government ContractingCommercial back-office and proposal support behind SAM.gov-registered primes, across federal, state and local.
Capture & bid: solicitation monitoring and shortlisting across SAM.gov and state portals, bid/no-bid research, incumbent and award-history analysis, NAICS and PSC research, teaming target lists, contract-vehicle research.
Proposal desk: compliance matrix build, Section L and M shredding, boilerplate assembly, capability statements, resume and past-performance library upkeep, formatting and accessibility remediation of deliverables.
Contract back office: registration and rep-and-cert upkeep, subcontractor onboarding and document collection, CDRL and deliverable tracking, modification logging, invoicing preparation and payment follow-up, timekeeping and expense administration support.
Where we stop, deliberately: no controlled unclassified information, no export-controlled technical data, no classified work. That line is not a limitation we are working around, it is the reason a prime can use us for the commercial half of the workload without a compliance question.
