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Technology, media and large firms

Contact centres and BPO firms.

Where it usually hurts first

We check two calls in a hundred, and the client's audit finds the rest.

Where we would start: Every call checked. Every call and chat transcribed and scored against each client's checklist and your own, with the calls at risk sent to a team leader the same day.

Book the session What we would build
A team's floor, desks and phones
A team's floor, desks and phones. Photograph: Arlington Research, Unsplash.
Every call checked, with it running

Every call is scored against the client's checklist, and the audit finds what you already fixed.

An example, never a client's result

Safe to say yes, in writing.

  1. “I'll pay and nothing will work.”
    It has to pass on your old work before it touches today's.
  2. “The price will creep.”
    One fixed price, in writing, before any work.
  3. “I'll be locked in.”
    Stop any month and keep everything.
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Your week, as it runs today.

Contact centres and BPO firms answer calls, chats and back office work for other companies, billed per seat, per hour or per transaction, against quality and speed targets written into each client's contract. The work is hiring and training agents, staffing every shift, scoring calls, meeting service levels and reporting to clients, in English and many other languages. The Philippines' IT and business process industry passed $40 billion of revenue in 2025 with about 1.9 million workers (IBPAP, reported by The Philippine Star, January 2026).

Source
  1. 01

    Monday: the client's audit flags twelve calls the quality team never heard.

  2. 02

    Thirty new agents start on Wednesday, and the trainer has one deck and two weeks.

  3. 03

    Eight agents leave mid-month, and the night shift runs short.

  4. 04

    The client wants the monthly report in their format by the 3rd, built from three tools.

  5. 05

    A team leader spends Friday listening to calls instead of coaching.

What it costs.

Our own sum

We check two calls in a hundred, and the client's audit finds the rest.

And the rest of the week

  1. Our own sum

    Agents leave within months, and every new batch takes weeks to hire and train.

    Replacing 10 agents a month at Rs 40,000 each to hire and train is Rs 48 lakh a year.

    Drawn in our report: New people take six months
  2. Our own sum

    The client's service levels slip on the night shift, and the penalty lands on our invoice.

    A 2% service level penalty on a Rs 50 lakh monthly invoice is Rs 12 lakh a year.

  3. No number yet

    Clients ask what AI is doing for them, and want it cheaper every year.

    No figure we can stand behind yet, so we print none.

  4. Our own sum

    The same customer questions come in all day, in six languages.

    If a third of 16,000 daily calls are the same five questions, about 5,300 calls a day could be answered without an agent.

    Drawn in our report: The same twenty questions, all day
  5. Our own sum

    Client reports take days to build from three tools.

    Two analysts spending four days a month on client reports is about 100 working days a year.

What we would build

Ten systems for contact centres, under the six offers.

We plan the whole company, then build the first three. The usual first build here is marked, and the window beside the cards shows the one you are reading.

Every call checked, the usual first build here. Shown with sample data.

Win customersLeads wait until Monday. The buyer doesn't.

  1. The usual first buildVoice

    Every call checked

    Every call and chat transcribed and scored against each client's checklist and your own, with the calls at risk sent to a team leader the same day.

  2. Knowledge

    Coaching from real calls

    Each agent's three things to fix, with the call clips to show, and short lessons built from your best calls.

  3. Agents

    AI agents you run for clients

    Voice and chat agents that handle the simple calls for your clients under your name, with your people taking the rest, so you sell a new line instead of losing one.

  4. Conversations

    Voice and chat agents in every language

    Answers the routine questions on calls and chats in the customer's language, from Hindi and Tamil to Arabic, and hands anything unusual to an agent with notes.

Get the work doneEverything comes to you. Most of it shouldn't.

  1. Agents

    Hiring at volume

    Reads every application, runs a first voice screen for language and fit, and books the interviews for your recruiters.

  2. Operations

    Shift planner

    Forecasts calls by hour from each client's history and plans shifts and breaks to meet the service level.

Know your companyOnly one person knows how pricing works.

  1. Voice

    Practice calls with an AI customer

    New agents practise on mock calls with an AI customer who pushes back like a real one, and get scored before they take a live call.

  2. Knowledge

    Process brain for agents

    Each client's process, policies and answers searchable during a live call, with the right page shown to the agent as the customer speaks.

  3. Intelligence

    Live service level watch

    Watches queues, wait times and service levels for every client as they happen, and moves people before a breach.

  4. Documents

    Client reports that build themselves

    Each client's weekly and monthly report drafted from the call and ticket data in their format, for the account manager to check.

A sample call: an AI voice agent books a dental appointment in Hindi and English. Shown with sample data.

The same week, with them running.

The five moments from the top of this page, once the first systems do their part. Flip back to see how it runs today.

An example week. It shows how the work changes, never a measured result from a client.

  1. 01

    Every call is scored against the client's checklist, and the audit finds what you already fixed.

  2. 02

    New agents practise on mock calls with an AI customer and learn from the best calls.

  3. 03

    Shifts are planned from the forecast, and gaps are filled before the night begins.

  4. 04

    The client report is drafted from the call data in their format, for the account manager's check.

  5. 05

    Team leaders get each agent's three things to fix, with the call clips to show.

  1. 01

    Monday: the client's audit flags twelve calls the quality team never heard.

  2. 02

    Thirty new agents start on Wednesday, and the trainer has one deck and two weeks.

  3. 03

    Eight agents leave mid-month, and the night shift runs short.

  4. 04

    The client wants the monthly report in their format by the 3rd, built from three tools.

  5. 05

    A team leader spends Friday listening to calls instead of coaching.

The nearest work we have built.

Each piece names the kind of company it was built for. None of them is in your trade yet, and we say so. Ask to see it running.

Signs it is time.

  • Quality checks a small sample of calls by hand.
  • Attrition runs high, and training never stops.
  • Clients ask for AI and lower prices at renewal.
  • Service level penalties show up on invoices.
  • They're adding a client, a language or a site.

Who decides.

The founder or chief executive of the contact centre or BPO firm, with the head of operations or quality; at a captive centre, the site head.

Why this time is different.

AI that was bought and changed nothing.

A tool was bought and nobody owned the job. We take the whole job, test it on your past work, and stay to run it.

What centre heads ask first.

Who says yes before anything goes out?

The person who owns that job at your company today. You name them when we write the rules with you. Inside those rules the agent acts at once. Anything outside them waits for one tap from the person named, on their phone, ready to approve or to change.

Do we have to change the software we use?

No. We build around the systems you already run, in accounts in your company's name, and we confirm each one before we start.

What does it cost?

There is no price on this page, because it depends on the work. After the session you get a written proposal with the scope, the test it has to pass, who works on it and one fixed price, before any work.

Where we would start for contact centres: Win customers

Leads wait until Monday. The buyer doesn't.

Every enquiry gets an answer and a price while the buyer still wants one, on the channel they wrote in.

What changes. Enquiries get an answer and a price while the buyer still wants one, and you hear a customer is leaving while you can still act.

What we measure, before and after. Time to a first reply and to a priced quote, quotes that got an answer and customers who came back.

See Win customersAll six

The old way keeps running until the new one has passed on your own work.

The eight problems it answers

What costs your centre most? Bring us that.

45 minutes on a video call with our founder and the people who live with the problem. Nothing to sign. You leave knowing what we would build first, and why.

Book the sessionSee Win customers

Or write to us.hello@agentec.cloudAgentec on LinkedIn

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