BPO operations that scale with your business
Flexible, scalable teams for customer service, technical assistance and back-office work — recruited, trained and managed by SundSpeak, so you can focus on growing your business.
Three operations, one accountable partner
Hand us one function or all three. We build the team, run the day-to-day and report back on the results that matter to you.
Front-line care your customers can count on
Friendly, well-trained agents who answer questions, solve problems and look after your customers across voice, email, chat and social.
- Inbound customer care
- Order & delivery support
- Billing & account queries
- Complaints & retention
- Outbound follow-ups
- Multilingual coverage
Multi-tier technical support for your users
From first-line troubleshooting to complex cases, our technical teams follow your knowledge base and escalation rules — and keep your users up and running.
- Troubleshooting & diagnostics
- Set-up & configuration help
- App & software support
- Device & hardware support
- Ticket management
- Clear escalations to your teams
Accurate, secure processing behind the scenes
The work your customers never see but always feel — handled accurately, on time and according to your rules.
- Data entry & data cleansing
- Order & transaction processing
- Document & claims handling
- Account verification checks
- Content moderation
- Reporting & admin support
Choose how you want to work with us
Every business is different. Start with the model that fits today — and change it as your volumes and goals evolve.
Dedicated team
A team built exclusively for your brand — trained on your products, using your tools and led by a team leader who knows your business inside out.
Best for
- Steady, predictable volumes
- Complex products or processes
- Brands that want an extension of their own team
What you get
- Agents focused 100% on your account
- Dedicated team leader & QA
- Deep product knowledge over time
Shared team
Trained agents who support your customers alongside a small number of other accounts — a cost-efficient way to get professional coverage.
Best for
- Smaller or variable volumes
- Start-ups and growing brands
- Testing a new market or channel
What you get
- Professional coverage without full-time seats
- Shared knowledge of your processes
- Easy move to a dedicated team later
Overflow & peak support
We back up your in-house team when contacts spike — during launches, seasonal peaks, promotions or outside your working hours.
Best for
- Seasonal or campaign peaks
- Product launches
- Evening, weekend or night coverage
What you get
- Shorter queues and waiting times
- Your team stays focused on core work
- Capacity that grows and shrinks with demand
Project-based
A clearly scoped project with an agreed timeline and outcome — from data clean-ups and migrations to outbound campaigns.
Best for
- One-off or time-limited work
- Data projects and backlogs
- Customer outreach campaigns
What you get
- A fixed scope and timeline
- Progress reporting throughout
- A clear hand-over at the end
From first call to full operation
A structured transition that protects your customers while we take over — with clear milestones at every stage.
Understand your operation
We review your processes, volumes, channels, tools and the KPIs you measure success by.
- Process & volume review
- Current KPIs & pain points
Design the solution
Team structure, engagement model, coverage hours, reporting and quality framework — agreed with you.
- Team & shift structure
- Reporting & QA framework
Recruit & train
We hand-pick the right people and train them on your product, your systems and your brand voice.
- Hand-picked agents
- Product & systems training
Test before scaling
A controlled start on part of your volume, with close monitoring and quick adjustments.
- Controlled first volumes
- Daily feedback loop
Operate & optimise
Full go-live, daily management, regular business reviews and continuous improvement.
- Full go-live
- Business reviews & improvements
You always know how your operation performs
Clear reporting and quality standards are built in from day one — so you can see results, spot trends and make decisions with confidence.
The foundations behind every operation
Secure data handling
Controlled system access and processes built around your data-protection requirements.
Workforce management
Forecasting and scheduling that match staffing to your contact volumes and hours.
Business continuity
Plans and back-up arrangements that keep your service running if something goes wrong.
Continuous improvement
Root-cause analysis, coaching and process changes that lift results over time.
Questions about BPO operations
How quickly can you set up a new team?
It depends on team size, languages and training needs. We agree a clear timeline with you during the design stage and share progress at every milestone.
Can we start small and scale up later?
Yes. Many clients start with a small team or a pilot and grow as results come in. We’re set up in Egypt to open and expand quickly as you grow.
Do you work with our tools and systems?
Yes. Our teams can work in your CRM, ticketing and telephony platforms, following your processes and knowledge base.
How do you measure and report performance?
We agree KPIs with you — such as service level, handle time, first-contact resolution, CSAT and quality scores — and report on them regularly, with business reviews to discuss results.
Can you combine BPO with multilingual support?
Absolutely. Any of our operations can be delivered in the languages your customers speak.
Ready to scale your operations?
Tell us what you need to run and how you want to grow — we’ll design an operation around it.
Plan your BPO operation
Tell us what you need to run — we’ll design a team, model and reporting setup around your goals.
- Customer service, technical & back-office
- Dedicated, shared or overflow teams
- Clear reporting from day one
- Reply within one business day