Fully managed call center services on a monthly contract
A managed service contract gives KCG BPO full responsibility for running your customer contact operation for a monthly fee. We handle staffing, scheduling, training, quality assurance and reporting, measured against service levels agreed with you.
What's included
- End-to-end operations management
- Workforce planning and scheduling
- Agent training and development
- Quality assurance program
- Performance analytics and reporting
- Dedicated account manager
Who it's best for
- Companies that want one partner accountable for results
- Multi-channel programs covering voice, email and chat
- Replacing or adding capacity to an in-house contact center
How pricing works
Managed services are billed as a monthly contract. The fee reflects your volumes, channels, hours of coverage and the service levels we agree to meet. Every contract is quoted to your requirements.
What we measure and report
Targets for these metrics are agreed with you before launch and reported throughout the engagement.
- Service level
- The share of contacts answered within an agreed time, across every channel.
- Average handle time
- The average length of an interaction, including after-call work.
- First contact resolution
- The share of issues resolved on the first contact.
- Customer satisfaction (CSAT)
- How satisfied customers say they are after an interaction.
- Schedule adherence
- How closely agents follow the planned schedule, a key driver of service level.
- Quality score
- Scores from call and ticket monitoring against your quality scorecard.
Why run it from Jamaica?
Our agents work from Kingston, Jamaica, where English is the official language and the time zone (UTC−5, with no daylight saving) overlaps the full North American business day. Learn more about outsourcing to Jamaica.
How Onboarding Works
Most programs go live in 2–4 weeks, depending on complexity
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Discovery
We learn about your customers, channels, volumes, service levels and how success will be measured.
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Program design and recruitment
We agree the engagement model, set up workflows, and recruit agents matched to your program.
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Training and integration
Agents are trained on your products, tone of voice and systems, and we connect and test our platform with your tools.
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Go-live and ongoing QA
We launch, monitor quality and report performance so the program keeps improving.
Managed Services: Common Questions
What is a managed call center service?
A managed call center service is an outsourcing contract where the provider runs the whole operation (staffing, scheduling, training, quality and reporting) for a monthly fee, and is measured against agreed service levels.
What is included in a KCG BPO managed service contract?
End-to-end operations management, workforce planning and scheduling, agent training, a quality assurance program, performance analytics and reporting, and a dedicated account manager.
How do you report performance?
You receive regular performance reporting against the service levels and metrics agreed at the start of the contract, and your account manager reviews results with you.
Other engagement models
Ready to talk about managed services?
Tell us about your volumes, hours and channels, and we'll send a tailored quote.