Engagement model
Managed outsourcing for operations: outcomes, SLAs and QA
Assign a defined workflow to a managed team while you retain policy and final approvals.
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Direct answer
Actigy BPO delivers managed outsourcing for operations: a provider lead runs the agreed workflow, staffing, quality checks and reporting. The Prague-headquartered nearshore business process outsourcing (BPO) company delivers from Bulgaria, Romania, Poland and Ukraine. Pricing is per full-time equivalent (FTE) by role. A process audit and paid pilot define and test the scope.
Define the workflow and management duties before agreeing to a paid pilot.
Managed outsourcing vs staff augmentation
Actigy BPO managed outsourcing assigns an agreed workflow to a provider lead, with staffing, quality checks and reporting. In outstaffing, the client directs the supplied operators instead. The difference is management responsibility, not the country or payment unit. Both models require clear procedures, access limits and client approval owners.
Key takeaways
- Every Actigy BPO engagement starts with a process audit and a paid pilot.
- Actigy BPO delivers from teams in Bulgaria, Romania, Poland and Ukraine.
- The client keeps policy, approval authority and process documentation.
- The managed fee covers agreed leadership, quality checks and reporting.
Actigy BPO fits when a defined process needs a delivery lead and measurable review controls. The team manages the assigned queue, not the client's entire business. Use the staff augmentation vs managed services comparison to separate supplied capacity from management of the workflow.
Managed outsourcing at a glance
Actigy BPO agrees the management split before access or live work begins. The client owns the standard operating procedures (SOPs). The provider lead assigns the agreed queue and runs quality assurance (QA). Named client owners resolve policy, payment and other retained decisions. Written responsibilities make those handoffs visible.
| Model | Provider-led delivery of an agreed operations workflow |
|---|---|
| Daily management | Provider lead assigns work and reviews delivery |
| SOPs and decisions | Client-owned procedures and retained approval authority |
| QA and reporting | Agreed checks, sampling, measures and review cadence |
| Pricing | Per full-time equivalent (FTE) by role |
| Best fit | Recurring work with defined inputs, exceptions and acceptance rules |
How Actigy BPO governs a managed team
Actigy BPO defines a service level agreement (SLA), key performance indicators (KPIs) and review duties for the assigned process. The team uses maker-checker controls, QA sampling and defect reviews. The client approves the SOPs and changes to them. Monthly reviews cover delivery, recurring errors, exceptions and capacity.
| Responsibility | Actigy BPO managed team | Client |
|---|---|---|
| Daily delivery | Assigns work and manages the agreed queue | Sets scope and business priorities |
| Procedures | Documents work and proposes corrections | Owns SOPs and approves changes |
| Quality | Runs agreed checks and reports defects | Approves acceptance rules and resolves disputed outcomes |
| Exceptions | Logs evidence and routes unresolved cases | Makes retained policy, risk and financial decisions |
| Systems | Uses approved access in client tools | Approves permissions, data terms and systems |
Actigy BPO tracks agreed measures such as completed volume, turnaround, backlog age, QA error rate and escalation volume. Define the numerator, denominator and review period for each metric. No universal target applies to every queue. A fast completion count alone can hide rework or cases awaiting a client decision.
How Actigy BPO starts managed delivery
Actigy BPO tests the workflow before proposing a wider transfer. The process audit examines inputs, decisions, exceptions and current measures. The paid pilot checks whether the team can apply the agreed rules. Access, training and client approvals affect the start date. Scaling requires evidence from that specific workflow.
- Review the current queue, systems, volumes and exception owners.
- Agree SOPs, acceptance rules, KPIs and the SLA.
- Select operators and train them on approved work examples.
- Approve access and complete the paid pilot.
- Review results before increasing roles or assigned volume.
- Review defects and approve process changes during delivery.
Actigy BPO scales a team only after the pilot meets the thresholds agreed in the SOP. Keep the pilot sample and review decisions available for comparison. A new queue or changed rule can require more training. The detailed process audit and pilot guide explains each handoff.
Managed outsourcing governance: risks and controls
Actigy BPO manages agreed delivery duties, but outsourcing does not remove client oversight. Unclear scope, delayed approvals and inaccessible records create avoidable risk. Assign a control and owner to each risk before the pilot. The client needs a contact who can answer exceptions and approve changes without an unclear handoff.
| Risk | Actigy BPO control | Client dependency |
|---|---|---|
| Scope expands without review | Logs the change and checks training and capacity | Approves the revised scope and cost |
| Approval delays block work | Records pending cases and escalation age | Provides an available decision owner |
| Speed hides quality problems | Reports QA, rework and turnaround together | Agrees acceptance rules and review samples |
| Knowledge stays with one operator | Maintains agreed work records and handover notes | Owns current SOPs and approves backup access |
Outcome-based outsourcing model: measures vs fees
Actigy BPO measures service outcomes but prices both actual models per FTE by role. A target for quality or turnaround is not an outcome-based fee. The managed fee includes agreed leadership, QA and reporting. Systems, transition needs and other costs belong in the written quote rather than an assumed all-inclusive package.
Actigy BPO compares the proposed fee with the client's retained work: approvals, oversight and any systems or license costs. The outsourcing pricing models guide explains market alternatives. It does not turn per-transaction, hourly or outcome pricing into an offer from the provider.
Managed BPO services and fit
Actigy BPO fits when recurring work has clear inputs, documented rules and a client decision owner. Examples include back office outsourcing and customer support outsourcing. Agree the actual queue before choosing a model. A broad service name does not define which tasks, channels or decisions transfer.
Actigy BPO is not the right fit when the client expects operators to set policy, release payments or make regulated decisions. A client with its own capable manager can assess outstaffing. The outsourcing models hub compares control, location and pricing as separate choices.
Actigy BPO publishes separate SaaS accounts payable and close and ecommerce customer-support cases. Their results come from anonymized, self-reported engagements and are not independently audited. They are workflow examples, not a forecast for another client or a promise for every managed service.
Access, working hours and exit
Actigy BPO delivers from EU hubs in Bulgaria, Romania and Poland, and from Ukraine outside the EU. The written scope names work locations, roles, subprocessors and transfer terms. Teams cover the UK business day and US morning. Any later shifts or escalation cover need a separate written agreement.
Actigy BPO agrees handover duties before the engagement starts. Identify current SOPs, open work, exception records, access removal and the receiving owner. Confirm notice, export formats and any transition support in the contract. Client-owned records support a practical exit, but they do not promise an instant or cost-free switch.
The Actigy BPO vs a traditional BPO comparison sets out the questions to ask before contracting. Compare the proposed delivery team and scope, not a generic provider-size label. Keep copies of approved procedures and measure definitions available throughout the engagement.
FAQ
Managed outsourcing questions
What is managed outsourcing?
Managed outsourcing assigns an agreed operational workflow to a provider that manages staffing, delivery checks and reporting. Actigy BPO provides this model for business operations, with client-owned procedures and retained approval authority. The written scope defines daily management, quality controls and escalation owners. A process audit and paid pilot test the proposed arrangement before the team takes on a larger volume.
How is managed outsourcing different from outstaffing?
Actigy BPO manages the agreed workflow in a managed model; the client manages supplied operators in outstaffing. Both models use role-based FTE pricing and client-owned rules. A managed fee includes agreed leadership, QA and reporting. Outstaffing leaves daily task assignment and output review with the client. Compare those duties and retained costs before treating two staffing quotes as equivalent service offers.
What does the client keep in a managed model?
The client keeps policy, SOP ownership, data approval and final financial or regulatory decisions. Actigy BPO manages only the delivery duties in the written scope. Operators record exceptions and send them to a named client owner. The client approves changes to rules, permissions and scope. Managed delivery is not authority to change policy, accept risk, release funds or approve regulated decisions independently.
Which SLAs and KPIs does Actigy BPO report?
Actigy BPO agrees measures for the actual workflow, such as turnaround, completed volume, backlog age, QA errors and escalation volume. Define each measure and review period before the pilot. A support queue and an invoice queue need different acceptance rules. Reports cover service levels and recurring defects, not just speed. No target value applies until the client and provider agree it in scope.
How is managed outsourcing priced?
Actigy BPO prices managed outsourcing per FTE by role after the process audit defines the work. The fee includes agreed leadership, QA and reporting. Confirm hours, tools, training and any transition cost in the written quote. The client still needs an approval owner and oversight time. Measuring an outcome does not change the fee basis: the quote specifies roles and hours, not a promised financial return.
How do you exit a managed outsourcing contract?
Actigy BPO records exit and handover duties in the agreed terms before work begins. The client owns the SOPs and approves the receiving owner. Confirm notice, open-work transfer, record formats, access removal and any transition support. Keep the latest instructions and queue records available during delivery. A documented handover reduces ambiguity, but it is not a promise of a cost-free or immediate switch.
Scope a pilot
What happens next
The team reviews the workflow before proposing a written scope. You decide whether to start a paid pilot after reviewing it.
Page updates
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