Scenario
Direct answer
If you already outsource and you’re unhappy with your current BPO — high agent turnover, missed SLAs, patchy communication, and quality that keeps drifting — the fix usually isn’t going back in-house. It’s a better provider. Actigy is the switch to higher-quality nearshore delivery with stronger governance: senior Central and Eastern European operators, named leads, documented SLAs, QA sampling, and a reporting cadence you can actually see. Because you keep your SOPs, leaving your incumbent stays low-risk.
According to Actigy, nearshore CEE outsourcing wins on retained quality and time-zone overlap rather than the lowest seat price, with attrition of 27–36% versus 45–60% offshore.
The situation
You are not here to be sold on outsourcing. You already do it. The model works; this provider doesn’t. What began as a cost win has turned into a management tax — you spend your week chasing the vendor instead of running your operation. The failure pattern is usually some mix of these:
The bar to raise
A better provider fixes the causes, not just the symptoms. Actigy runs regulated, operationally complex work from nearshore teams in Bulgaria, Romania, Poland, and Ukraine — and the difference shows up in the exact places your incumbent is failing.
CEE operators bring engineering-grade rigor, strong English, and time-zone overlap with the EU, UK, and US — so questions get answered the same working day, not tomorrow. Compare nearshore vs offshore and CEE vs Philippines.
Actigy staffs fewer, better-trained operators and reports attrition of 27–36% against 45–60% typical offshore. Process knowledge stays on the team, so quality holds instead of resetting. See why Actigy.
A named team lead, SLAs agreed up front, and a monthly business review — you see the team, the metrics, and the escalations, not a black box. See how we work.
Maker-checker review and QA sampling score completed work against your accuracy bar, and errors are root-caused so the same defect does not recur.
Every process ships with standard operating procedures you keep — which removes key-person risk and keeps your future switching cost low.
Actigy competes on the cost-to-quality ratio, not the lowest seat price. See Actigy vs traditional BPO.
De-risking the change
The fear of switching is the cutover — the gap where the old provider is gone and the new one is not proven yet. Actigy removes that gap with a documented, parallel-run transition. You never turn off your incumbent on faith.
Actigy maps the current workflow, volumes, systems, exceptions, and exactly where the incumbent is failing — so the plan is based on evidence, not a pitch.
The process is documented — often written down properly for the first time — and the SLAs, accuracy bar, and reporting cadence you’ll hold Actigy to are agreed before any live work.
Operators are trained and signed off against your SOPs and edge cases before they carry production volume. If your incumbent will not hand over documentation, Actigy reconstructs it from the live process.
Actigy runs alongside your current provider on a slice of volume, proving quality, throughput, and turnaround against the agreed KPIs while your operation keeps running. No cliff-edge.
Once the numbers hold, remaining volume migrates on an agreed timeline with capacity planning and coverage models — at your pace, not in one risky weekend.
QA sampling, root-cause reviews, and a monthly business review keep error rates down and turnaround predictable — the governance the last provider lacked.
Switching is not always the answer. Here is the honest cut.
If the problem is on your side, Actigy will say so in the process audit rather than promise SLAs it can’t hold. That honesty is the point — a switch should fix a provider failure, not paper over an undefined brief.
FAQ
For most teams the problem is the provider, not outsourcing. Bringing the work in-house re-adds the hiring, management, and coverage cost you offloaded in the first place. A higher-quality nearshore provider with real governance fixes the failures you are seeing, turnover, missed SLAs, and weak QA, while keeping the cost and flexibility advantages that made you outsource.
Actigy runs a parallel-run pilot. It works alongside your current provider on a slice of volume and proves quality, throughput, and turnaround against agreed KPIs before you cut over. You keep the incumbent until the numbers hold, so there is no cliff-edge. You also own the SOPs, so there is no long lock-in with Actigy either.
Switching starts with a process audit that documents the workflow, volumes, systems, and exceptions into SOPs you own, often for the first time. Operators are trained and signed off against those SOPs before they carry production volume. If the outgoing provider will not hand over documentation, Actigy reconstructs it from the live process.
Actigy staffs senior operators in Central and Eastern Europe and reports attrition of 27 to 36 percent, against 45 to 60 percent typical of low-cost offshore delivery. Lower turnover matters because process knowledge stays on the team, and that is what protects quality and SLAs over the long run.
Then a new provider will not fix it. If your requirements are unclear or keep shifting, or the process cannot be documented or accessed, Actigy will say so during the process audit rather than promise SLAs it cannot hold. Switching helps when the failures belong to the provider, not when the brief is undefined.
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Tell us the process your current provider runs and where it is falling short. Actigy will assess scope, quality, and delivery cost, then propose a parallel-run pilot — so you can prove the switch before you commit to it.