Global outsourcing
One outsourcing partner. Global delivery options.
One outsourcing relationship gives access to a global network of 43 contact centre and BPO (business process outsourcing) delivery partners, matched to the skill, language, scale, location and budget your operation needs.
Why one partner
Not a call centre. The right call centre.
Every outsourcing decision comes down to delivery model, location, skills, languages and price. Get one wrong and it does not work.
The right delivery model
A dedicated team, a shared team, a hybrid or individually assigned seats: the right one follows your volumes and control needs.
The right location
Onshore, nearshore and offshore trade off differently on cost, time zone and language. The right one fits your customers and your budget.
The right skills and languages
Capability differs from centre to centre inside the same network. What your work needs gets confirmed during selection, then matched to a partner that has it.
Pricing you can fairly compare
A headline rate rarely includes setup, training, technology and telecom costs. A fair comparison puts all of it on the table before anything is signed.
Operational risk, understood upfront
Attrition, continuity, data handling and what happens if a site loses power or connectivity are questions worth answering before go-live.
A team that can scale
The team is sized to what you need now, with a structure that can grow without renegotiating the relationship from scratch every time volume moves.
Avoiding the wrong BPO
A provider excellent at one type of work can be a poor fit for yours: expensive and slow to unwind. That is better caught during selection than after go-live.
One relationship, not forty sales calls
Instead of researching, contacting and evaluating dozens of providers yourself and hoping you asked the right questions, one experienced relationship does the comparing on your behalf.
Where it starts
What brings people to this conversation
No two get here for exactly the same reason. These are the situations that come up most.
Outsourcing for the first time
No internal experience of managing an outsourced relationship, and no wish to learn the hard way through a badly matched first attempt.
Replacing or reviewing an existing BPO
A current partner that has drifted in quality, been through an acquisition, or simply never had an honest, independent look before the next renewal.
Adding a second provider
Reducing reliance on a single partner, or splitting volume across two locations or skill sets on purpose rather than by accident.
Overflow capacity
A core team that needs support at peak, out of hours or during a launch, without recruiting and training permanent headcount for a temporary spike.
Entering new markets
Expansion into a region or language with no internal presence yet, where building one from nothing is slower than the opportunity allows.
Extending operating hours
Evening, weekend or genuinely round-the-clock coverage, without asking an internal team to run shift patterns it was never built for.
Reducing recruitment pressure
A local labour market that is tight, slow or expensive to hire in, where an outsourced team gets capacity live faster than an internal pipeline can.
Specialist support
Skills or language coverage that the internal team does not have, and that is not the right long-term investment to build permanently in-house.
Moving selected work offshore, keeping the rest close
Defined, lower-risk processes move to an outsourced team while judgement-heavy or sensitive work stays exactly where it is.
Cost pressure, without cutting service
Budget under genuine pressure, with a real need to protect standards rather than trade one for the other. That trade-off gets worked through honestly.
What teams deliver
Outsourcing across every part of the operation
Each of the six categories stands on its own. Discovery decides which processes belong in an outsourced team.
Customer Service
Inbound calls, email, chat and overflow support, matched to your hours, volumes and standards, with capability confirmed before any team goes live.
Explore customer service outsourcingSales
Lead qualification, appointment setting and follow-up that keeps a pipeline moving, so your closers spend their time where it counts.
Explore sales outsourcingBack Office
Data entry, order processing, claims and verification work sized to your volumes, freeing skilled people for work that needs their judgement.
Explore back-office outsourcingTechnical Support
Frontline technical support trained specifically on your product, with a clear escalation path to your engineers for anything more complex.
Explore technical support outsourcingAdministration
Diary management, inbox triage, records upkeep and general administrative support, from one virtual assistant through to a coordinated team.
Explore administration outsourcingCollections
Early-stage reminders and payment arrangement conversations, built to protect cash flow and the customer relationship together.
Explore collections outsourcing
The delivery network
How a 43-partner network works for you
The Cattalyst works with a global network of 43 contact centre and BPO delivery partners, spanning onshore, nearshore and offshore delivery across the Caribbean, North America, the United Kingdom, South Africa and international markets. No single partner is the default answer. The network exists so the answer can change to fit what your operation needs.
Not every partner in the network does every kind of work well. Some are built around voice, some around back-office processing, some around a specific language or industry. Capability is verified during selection and checked against the process you need delivered, separate from a partner's own marketing.
That verification is what you are buying access to. Instead of running your own search, contacting providers cold and hoping you asked the right questions, you compare a shortlist against your own requirements with the evidence already gathered, and meet the partner directly before any decision gets made.
- Skills required for the work
- Language coverage for your customers
- Relevant industry experience
- Scale, and room to grow
- Location and time zone fit
- Budget fit and operating model
Said plainly
Outsourcing is not always the answer
Outsourcing is not always the right answer, and we would rather say so before a contract is signed than after. Some processes are not ready to move. Some are too sensitive, too undocumented, or too dependent on judgement built up over years to hand to anyone outside the business, however capable the partner.
Where outsourcing does fit, the result depends on the process, the location, the partner and the operating model chosen. Get any one of those wrong and the arrangement quietly underperforms. Getting all of them right is what discovery, and the network behind it, exists to help with.
- What should be outsourced
- What should stay internal
- Where the work should be delivered from
- Which operating model fits
- How much transition support is needed
- How performance will be managed once live
Engagement sizes
Sized to what you need
There is no fixed size or package. Team size follows your volume, and grows as the evidence supports it.
- 01
Small pilot teams
Around five agents, often the right way to test a new process, a new location or a new partner relationship before committing further.
- 02
Mid-size teams
Tens of agents, typically once a pilot has proved the model and volume justifies a fuller team.
- 03
Large teams
Running into the hundreds, for operations with the volume and complexity to support them, built up in stages.
- 04
Phased growth
Most engagements start smaller than the eventual need and scale on evidence, proving the model before adding volume, processes or locations.
From first call to go-live
From first call to a live team
Every engagement moves through the same six phases. How long each one takes depends on what discovery finds.
Discovery
An honest picture of your operation, objectives, volumes and constraints, before anything gets designed.
Solution design
Which processes move, where they are delivered from, and how the team is structured and managed.
Partner shortlisting
Real partners from the network compared on verified skills, languages, scale and location.
Commercial review
Every cost that affects the true price, set out and compared line by line before anything is signed.
Implementation
Recruitment, training, systems access and a pilot, proven before the team takes full volume.
Stabilisation and growth
Performance reviewed against what was agreed, issues worked through, and the team scaled as volumes grow.
Asked before you ask
Straight answers, and a discovery call for everything else.
Which countries can teams be based in?
Partners across the network operate across the Caribbean, North America, the United Kingdom, South Africa and international markets, spanning onshore, nearshore and offshore delivery. Which one fits depends on language, time zone, cost and the nature of the work. See Delivery Locations for what each option is realistically good for.
Is The Cattalyst independent, or do you get paid by the partners?
Commercial arrangements are discussed openly from the first conversation, including how The Cattalyst is remunerated for a given engagement. The shortlist is built on verified capability against your requirements, and you meet and select the partner directly rather than taking our word for it. Ask the question outright on the first call and you will get a straight answer.
How is this different from finding a BPO ourselves through a directory or a broker?
A directory gives you names. It does not tell you which one can deliver what you need. We compare shortlisted partners against your specific requirements using an existing, verified network, and work through shortlisting and commercial review with you, rather than handing over a list and leaving you to run forty separate sales processes alone.
We already outsource. Why would we look at this?
Reviewing an existing arrangement is one of the most common reasons people start this conversation. Sometimes the review confirms the current partner is the right fit and nothing changes. Sometimes it surfaces a gap in cost, capability or service worth addressing, whether that means renegotiating, adding a second provider, or moving the work.
What does outsourcing cost?
There is no fixed price list, because the answer depends on the process, location, volumes and operating model agreed during design. What can be promised is that every cost, including setup, training, technology, telecom and management, gets compared line by line during commercial review and discussed openly before you commit to anything.
Find out which delivery model fits
Tell Oliver what you are trying to solve: cost, capacity, hours, a new market, or a partner that is not working out. Get a shortlist matched from the network to what your operation needs, compared on evidence before you decide.