Documented SOPs
Every process ships with standard operating procedures, exception handling, and decision logic, so delivery is repeatable.
How we work
How does Actigy BPO work?
Direct answer
Actigy BPO starts with a process audit and written scope. A paid pilot then tests the workflow, training, quality checks and reporting before the team scales. Operators work in your approved systems. You keep the procedures, policies, approvals and final decisions, including regulated decisions and payment release.
Handover checks: Check the proposed shifts, data-processing terms and handover plan before moving work. For retention evidence, compare the populations and definitions in the BPO attrition rate benchmark before you rely on one.
Describe your current workflow and access requirements. Agree the pilot scope and success measures before work starts.
Key takeaways: how an engagement runs
- Document the process, train operators, test quality in a pilot, then scale with QA and reporting.
- You keep policy, approvals and final decisions; the managed team executes the documented work.
- Quality is governed by SOPs, workflow training, maker-checker controls and QA sampling.
- Data is handled with scoped, logged access and segregation of duties in the systems the client approves.
- You own the documentation - low switching cost, clean exit, no lock-in.
- Performance is reviewed every month against SLAs and accuracy targets.
Delivery method
How a managed team launches and runs
A documented, pilot-first method that de-risks quality and throughput before any team scales to full volume.
- 01
Process audit
We map the current workflow, volumes, systems, exceptions, and quality bar so scope and staffing are based on evidence.
Use the process scoping form to share the workflow, volumes and dependencies before review.
- 02
SOP & KPI design
We document standard operating procedures and define the KPIs and SLAs we will be measured against before any live work.
- 03
Team selection
We assemble operators and team leads matched to your domain and tooling.
- 04
Training & knowledge transfer
We run structured onboarding against your SOPs and edge cases, with sign-off before the team carries production volume.
- 05
Pilot
A controlled pilot validates quality, throughput, and turnaround against the agreed KPIs before scaling.
- 06
Scale
We ramp to full volume with capacity planning, coverage models, and the agreed reporting cadence.
- 07
Continuous improvement
QA sampling, root-cause reviews, and monthly business reviews keep error rates down and throughput predictable.
Actigy BPO explains role selection and client training approval for a dedicated team before customer-support work begins.
Quality
How is quality checked?
Workflow training and sign-off
Operators train against your procedures and complete agreed readiness checks before live work. Confirm any professional credentials that your process requires.
Maker-checker & QA sampling
Sensitive work is reviewed by a second person, and completed work is sampled and scored against your accuracy bar.
Root-cause & review
Errors are root-caused, SOPs are updated, and a monthly business review keeps quality and throughput on track.
Reporting
Example monthly business review (MBR)
Every engagement reports on the same kind of scorecard, reviewed with you each month. The exact metrics and thresholds are set during SOP & KPI design - the figures below are illustrative, not a guarantee.
| Metric | What it tracks | Example target |
|---|---|---|
| Accuracy | QA-sampled error rate on completed work | ≥ 99% |
| SLA adherence | Share of items completed within agreed turnaround | ≥ 95% on time |
| Throughput | Volume processed versus forecast | ±5% of plan |
| Backlog & aging | Open items and how long they have waited | within agreed limits |
| Escalations | Items routed to you for a decision, with reasons | trended monthly |
| Defect root cause | What caused errors and the corrective action taken | reviewed each MBR |
Targets are illustrative; your actual KPIs and thresholds are agreed together before go-live.
Security & compliance
How is data access controlled?
GDPR-compliantEU data protection
ISO 9001-alignedQuality management
SOC 2-alignedSecurity controls
Scoped access
Operators access only the data and systems their role requires, within the authority you define.
Segregation of duties
Conflicting steps are split across people so no single operator controls an end-to-end sensitive process.
Audit-ready records
Actions and escalations are documented for your review. Your compliance team or auditor decides whether the records meet the applicable requirements.
Compliance by agreement
Delivery locations, permitted access and data-processing terms are agreed before work starts.
Transparency & control
What stays in your hands?
Compare staff augmentation vs managed services before assigning daily supervision. The model changes who manages operators, not who approves your policies or final decisions.
The outsourcing models guide helps assign daily work. In outstaffing, your manager directs operators. In managed outsourcing, a provider lead runs the agreed queue.
Compare outsourcing vs outstaffing before assigning review duties. For a US team considering CEE delivery, the offshore staffing for US operations guide explains hours, handoffs and location checks.
You own the documentation
SOPs and process knowledge stay yours, which keeps switching costs low and reduces key-person risk.
No black box
You see the team, the metrics, and the SLAs - quality is reported, not asserted.
Flexible capacity
Teams scale up or down with your volume, seasonality, and release cycles - as a fully managed team or staff augmentation.
Clean exit
If you wind an engagement down, Actigy BPO returns current documentation and supports knowledge transfer.
Honesty
Which responsibilities stay outside the scope?
Out of scope - on purpose
- Sell software - the team runs the process, not a SaaS product
- Assume your regulatory accountability (MLRO, auditor, licensed adjuster)
- Make final regulated decisions on your behalf
- Compete as the lowest-rate vendor at the expense of quality
What you can expect instead
- Documented, repeatable execution you can audit
- Operators trained and signed off for your workflow
- Quality reported monthly against SLAs
- Control, ownership, and a clean exit retained by you
FAQ
Trust & delivery questions
Is my data safe with Actigy BPO?
Actigy BPO agrees delivery locations, permitted systems and data-processing terms for each client. The scope sets access roles, logging, segregation of duties and review steps before access is granted.
What happens if quality drops?
Quality is sampled continuously and tracked against the targets set at go-live. If a metric slips, the team investigates the cause, updates the SOP and checks the corrective action. Recurrence is tracked in later quality reviews.
Who is accountable for decisions?
You are. The team executes the process and prepares decision-ready work, but policy, approvals, and final regulated decisions (for example KYC risk acceptance or claim settlement) stay with your team.
Can we leave or switch later?
Yes. You own the SOPs and documentation. Review notice periods, knowledge transfer, data return and any exit charges in the contract; ownership alone does not establish a zero-cost exit.
How long does a pilot take?
A paid pilot usually runs for 2 to 4 weeks after the process audit. Access, training and approvals can affect the schedule. Agree the scope, start date and acceptance thresholds before the pilot begins.
Outsource the process. Keep control of the outcome.
Tell us which process you want to outsource. The scoping review covers complexity, staffing and delivery cost.
Describe your current workflow and access requirements. Agree the pilot scope and success measures before work starts.
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.
Thank you. Your request was received. The team will review the workflow before discussing next steps.