People Chosen for the Work
The skills needed for customer conversations differ from those needed for research or administration. Team roles should be defined before people are assigned.
Industry Outsourcing
Professional Services BPORun by Your Rules
Operix builds and manages offshore teams for professional services businesses. They work inside your systems, follow your SOPs, and take on the volume your in-house team should not have to carry.
Industry Challenges
What Slows Professional Services Teams Down
Demand in professional services rarely arrives evenly. When volume spikes, routine work competes with the decisions only your team can make. A managed team takes the repeatable work and gives it a standard.
The pressure
The Operix response
Coverage Planned Around Demand
Operix staffs the shifts and channels your volume actually needs, so response times hold when demand rises.
- Operix response
Coverage Planned Around Demand
Operix staffs the shifts and channels your volume actually needs, so response times hold when demand rises.
Industry Solutions
Our Professional Services BPO Solutions
Start with one function or connect several. Each team is trained on your professional services terminology, systems, and escalation rules before it goes live.
Virtual Assistants
A trained team runs virtual assistants inside your systems, to your rules.
Lead Generation
A trained team runs lead generation inside your systems, to your rules.
Appointment Setting
A trained team runs appointment setting inside your systems, to your rules.
Bookkeeping
A trained team runs bookkeeping inside your systems, to your rules.
Administrative Support
A trained team runs administrative support inside your systems, to your rules.
Research & Data Entry
A trained team runs research & data entry inside your systems, to your rules.
What We Can Handle
What Your Team Can Handle Day to Day
Agents work inside your tools from the first shift. The scope is set during onboarding and grows as the team proves it can carry more.
Answer calls, email, chat, and social messages
One team covers the channels your customers already use, with consistent answers across all of them.
Process requests and update CRM systems
Every request is worked to completion and recorded in your CRM, help desk, or order system.
Escalate complex cases
Cases outside the agreed scope go to the right person on your team with the context already gathered.
Create reports and manage documentation
Daily and weekly reports show volume, outcomes, and trends, and process documents stay current.
Follow your SOPs and brand voice
Scripts, macros, tone, and approval limits come from you. The team is trained and reviewed against them.
Why Operix
An Outsourcing Company Should Make Work Easier to Manage
Operix is built around a practical standard: outsourced people should work within a clear process, understand what good performance looks like, and make it easier for your team to stay in control.
Training Based on Your Process
A team needs to learn your systems, terminology, scripts, qualification rules, and handoffs before taking on the work.
Visibility Into Daily Delivery
Clear responsibilities, reporting, and regular reviews help you see what has been completed and where the process needs attention.
Capacity Without Another Department to Build
Add support around a defined function while Operix manages the offshore team. Your business retains direction over priorities and standards.
How it works
How We Launch Your Team
A defined launch plan, so you know what happens before go-live and who owns each step after it.
- 01
Scope the work
We map the tasks, channels, volumes, hours, and systems involved, and agree what success looks like.
- 02
Recruit and train
We select people for the role and train them on your professional services products, policies, tools, and SOPs.
- 03
Go live with support
The team starts on a defined scope with close QA, daily check-ins, and a clear escalation route.
- 04
Review and expand
Regular reviews track agreed measures. Scope grows as the team shows it can take on more.
Results
What a Managed Team Can Look Like
Example engagements show how a team could be organised. They are not client case studies or claims of achieved results.
Example Engagement 01
Virtual Assistants Coverage for a Growing Professional Services Business
Situation
Requests arrive across chat, email, and phone faster than the in-house team can answer, and response times slip during peak periods.
Team scope
A dedicated team handles virtual assistants across all channels, resolves routine requests inside the client's systems, and escalates exceptions with full context.
Measures to agree
- First response time
- Resolution rate
- Quality score
- Backlog
01·1 of 2
Security and Compliance
Security and Compliance Agreed Up Front
Access, data handling, and quality controls are part of the operating plan. The right controls depend on the systems and the professional services information the team works with.
Security
- Role-based access limited to the systems each task needs.
- Agreed handling for credentials, files, and customer data.
- Secure, monitored workstations in a controlled facility.
- NDAs and confidentiality training for every team member.
- Permissions reviewed whenever responsibilities change.
Compliance
- Workflows mapped to the regulations that apply to your professional services business.
- Scripts and disclosures approved by your team before use.
- Call and ticket QA against your compliance checklist.
- Audit-ready records of actions taken in your systems.
- Clear escalation for any data or compliance concern.
Testimonials
You Should Know What Your Outsourced Team Owns
A productive partnership starts with a defined scope and stays useful through regular review.
Our team was spending most of the day on routine virtual assistants work. Operix took it on under our rules, and now every request is answered on time and logged where we can see it, while our people focus on the cases that need them.
FAQs
Questions About Professional Services Outsourcing
The right setup depends on your volume, the systems involved, and how much oversight you want to keep.
Ready to Build Your Professional Services Team?
Tell us which work is taking too much of your team's time. We will map the process and show you what a managed team would take on.