Business Experience (BX)
We redesign how a function runs, then staff it with our own people.
About Insaan Global
Insaan
means human.
In Arabic, إنسان (insaan) means a human being. We named the company for what we believe: people belong at the center of every operation, and technology should serve them. Insaan Global is a Business Experience company for financial resolution companies, built on that idea and run by a Gen Z team in Amman.
- Word
- إنسان · insaan · noun
- Meaning
- A human being; a person.
- For us
- People at the center of the work, with AI supporting them.
Why the name
Why we named the company Insaan
Operations companies talk a lot about seats, volumes and handle times, and it’s easy to forget that every number is a person. Our name keeps that in front of us.
Behind every function we run there are three groups of people: the team members we hire and grow, the clients who trust us with their work, and the customers those clients serve. Insaan exists to do right by all three.
What we believe
Our values and how they show up in daily work
Pick a value to see how it affects the way we hire, lead and run your function.
Belief 01
People come first
We took our name seriously. Every function we run is staffed by people who were selected for it, trained on it and are led well. Technology matters to us because it makes those people better at their work and your customers better served.
What it looks like in practice
- Every client team is hired, trained and managed by us, for that client alone
- Team Leads coach daily, including when things are going well
- Career paths and promotion from within, so good people stay and grow
Our story
Why we started a Business Experience company
- 1
The usual bargain
Traditional outsourcing sells seats. You hand over a process as it is, a provider adds headcount, and a report arrives at the end of the month. The detail stays on the provider’s side of the wall.
- 2
What we saw missing
The problems clients wanted solved were rarely about headcount. They were about workflows that had grown messy, tools that did not connect, and customers who fell between the gaps. More people did not fix any of that.
- 3
What we built instead
A Business Experience company, starting with financial resolution services. We assess the whole function, redesign it, implement the systems and workflows, and then run it with a dedicated team. We are building that core carefully, one team at a time.
The difference
How BX compares with a traditional BPO
- What you buy
- A function that runs well, end to end
- Traditional BPO: Seats and hours
- Starting point
- An assessment and a redesign you approve
- Traditional BPO: Your current process, as it is
- The team
- Dedicated to your account only
- Traditional BPO: Often shared across several accounts
- Technology
- New software or a workflow layer on your stack
- Traditional BPO: Works in your tools, rarely improves them
- Who answers for results
- A named Operations Analyst and Function Manager
- Traditional BPO: An account manager at a distance
- How you see the work
- Live data in NAS-AI, plus a steady review rhythm
- Traditional BPO: A monthly report
See us at work
Inside our Amman office
Our Amman hub was designed around the people in it: dedicated team rooms, glass-walled suites, and murals of the city on the walls.
The Insaan Global film
Meet the people and the place behind the work.
A Gen Z team
The Middle East is full of exceptional talent. We give it a career.
Our team is Gen Z. Young people in Jordan are educated, fluent in English, often with natural American accents, and ready for world-class work. We hire for how well they speak and listen, train them deeply before they go live, and promote our own people first, so the ones who start with us become the leaders who run the work.
Talent from Amman
Why we hire in Amman
Many offshore markets compete on cost and give up quality to do it. Amman has a deep pool of young, university-educated people who speak fluent English with the patience your clients need: the kind of people you would hire at home.
We keep quality and price in balance.
Gen Z
A young team that learns fast, adapts quickly and wants to build a career.
Fluent, American-accent English
Clear, natural conversations that put American consumers at ease.
Trained deeply
Your program, scripts and communication rules, learned before live work begins.
Growing with us
Career paths and promotion from within keep good people on your account.
What we do
Business Experience for financial resolution companies
We do one thing and we want to do it very well: fix how a financial resolution operation runs, then run it with a dedicated team that knows your program.
Financial Resolution Services
Our focus. Enrollment, client services, document collection, case support and follow-up for financial resolution companies that help American consumers with financial troubles.
Two ways to engage
Co-source a dedicated team that works alongside yours, or hand us the whole function and we run it.
How we work
Who is accountable for your function
From kickoff through go-live and beyond, a named person owns your results, and you can check the data yourself at any time.
- Day one
Operations Analyst
Assigned at kickoff. Learns your operation from the inside, owns the data, and keeps finding improvements for as long as we work together.
- Go-live
Function Manager
Leads your dedicated team day to day and is accountable for results against the KPIs you agreed. You always know who owns the outcome.
- Every day
NAS-AI visibility
Our operational intelligence platform shows performance, workload and quality live, so you can see the work whenever you want to look.
Hybrid Intelligence
How we divide work between AI and people
We use AI to take repetitive work off people’s plates so they can give customers their full attention. We call this approach Hybrid Intelligence.
AI handles
- Routing each contact to the right person
- Pulling up history and likely reasons
- Drafting summaries and suggested answers
- Reviewing quality across all interactions
- Automating routine, repeatable steps
People handle
- Holding the conversation
- Reading tone and context
- Making judgment calls
- Handling exceptions and complaints
- Coaching, calibrating and improving
Our offices
Where we work
Open
Amman, Jordan
Flagship operations hub
Where client teams work every day, with dedicated team rooms and glass-walled suites.
Visit the Amman hubMore offices coming
We plan to open new locations as we grow. We will share them on our offices page when they are ready.
Careers
Working at Insaan Global
We are hiring young people in Amman who speak excellent English with an American accent, think clearly and care about doing good work. We train you deeply, we coach you, and we promote from within.
- Training from day one
- Daily coaching
- Promotion from within
- A modern office in Amman
FAQ
About Insaan Global
What does Insaan mean?
Insaan (إنسان) is the Arabic word for "human" or "human being." We chose it because people are at the center of everything we do: the people we hire, the clients we work with, and their customers. Insaan Global is the full name of the company.
What is a Business Experience (BX) company?
A Business Experience company takes responsibility for the whole function, including the headcount. We assess how a function runs, redesign it, implement the systems and workflows, and then run it with a dedicated team. It is a different approach from a traditional BPO, which usually takes a process as it is and adds people.
Is Insaan Global a BPO?
We do the work a business process outsourcing company does, such as customer experience, sales support, back office and recruiting support. But we start by fixing how the work gets done, and we stay accountable for results. That is why we describe ourselves as a Business Experience company.
Where is Insaan Global based?
Our flagship operations hub is in Amman, Jordan, and we serve clients across North America. We plan to open more offices over time; you can follow along on our offices page.
Which industry do you focus on?
Financial resolution services. We work with financial resolution companies that help American consumers with financial troubles, running enrollment, client services, document collection, case support and follow-up. We bring the same approach to a few other industries, but financial resolution is where we focus.
Why Amman?
Amman has a deep pool of young, university-educated people who speak fluent English, many with natural American accents. It lets us build a Gen Z team that American consumers are comfortable talking to, without the trade-off in quality that often comes with lower cost.
How can I join the Insaan team?
Send a general application through our careers page. It goes straight to our HR team. Fluent English with an American accent is the main requirement.
Let’s put the right people on your work.
Tell us which part of your financial resolution operation you want to fix or scale. We will show you what we would change, and who would run it.