The Insaan Global Control Model
Outsource the work.
You stay in control.
Handing over a function shouldn’t mean giving up control of it. The Control Model gives you live visibility, the final say on what changes, and named people who answer for the results, whether we work alongside your team or run the whole function.
Why it matters
Black-box outsourcing compared with the Control Model
In the traditional model, the provider holds the detail and shares a summary. When something goes wrong, you learn about it late, and the explanation arrives as a story rather than a record. The Control Model turns that around: the data our team manages to is data you can see.
- What you can see
- Live data in NAS-AI, plus a steady review rhythm
- Black-box outsourcing: A curated monthly summary
- Who decides changes
- You, at an approval gate
- Black-box outsourcing: The provider, often without asking
- How quality is checked
- Every interaction reviewed, calibrated by people
- Black-box outsourcing: Often a small sample of interactions
- Who answers for results
- A named Operations Analyst and Function Manager
- Black-box outsourcing: An account manager at a distance
- Who is on your work
- A team dedicated to your account
- Black-box outsourcing: Often a shared pool
- When you hear about problems
- Early, through live data and regular check-ins
- Black-box outsourcing: After customers notice
| Question | Black-box outsourcing | The Control Model |
|---|---|---|
| What you can see | A curated monthly summary | Live data in NAS-AI, plus a steady review rhythm |
| Who decides changes | The provider, often without asking | You, at an approval gate |
| How quality is checked | Often a small sample of interactions | Every interaction reviewed, calibrated by people |
| Who answers for results | An account manager at a distance | A named Operations Analyst and Function Manager |
| Who is on your work | Often a shared pool | A team dedicated to your account |
| When you hear about problems | After customers notice | Early, through live data and regular check-ins |
Six controls
The six controls you keep
Select a control to see what you hold, who answers for it and where you can check on it.
Your control panel
Select a control
Live data on performance, workload and quality
NAS-AI, our operational intelligence platform, shows performance, workload and quality live. You can move from the whole function down to a single team, and check it whenever you like between reports.
- You hold
- Access to live NAS-AI dashboards, built around your KPIs
- Who answers
- Your Operations Analyst sets them up and keeps them accurate
- Where you see it
- NAS-AI, any time; weekly reports in between reviews
Visibility through NAS-AI
What you can see in NAS-AI
NAS-AI is our operational intelligence platform. It is set up around your KPIs from the start, so the numbers you review are the numbers the team is managed to.
Performance against KPIs
The measures you agreed, tracked live against target.
Workload and backlog
What is coming in, what is waiting and how the team is keeping up.
Quality and compliance
Scores against your scorecard, with the themes behind them.
Trends over time
Whether things are getting better, and where they are not.
Team view
How the team is performing, and where coaching is focused.
Improvement backlog
What we plan to fix or automate next, ranked by value.
Approval gates
The six decisions that need your approval
For each of these, we bring a written proposal and the data behind it, and nothing goes ahead until you sign off.
- Gate 1ScopeWhich function, and which problems to solve first
- Gate 2DesignThe future-state workflows and technology route
- Gate 3StandardsThe KPIs and quality scorecard
- Gate 4Go-liveThe readiness checklist, and each cutover stage
- Gate 5ChangeProcess changes and new automation
- Gate 6SizeChanges to scope and team size
Data-driven QA
How we review quality
A small sample of interactions tells you very little about the whole operation. We review every interaction, use human calibration to keep the scores accurate, and report what we find.
- Step 1
Every interaction
Calls, chats, emails and transactions
- Step 2
AI scoring
Checked against your scorecard and compliance rules
- Step 3
Human calibration
QA analysts check the scores stay fair and accurate
- Step 4
Targeted coaching
On the exact moments that affected quality
- Step 5
Root-cause fixes
Repeated issues traced to process, training or tools
- Step 6
Reported to you
Themes, risks and fixes in NAS-AI and your reviews
Accountability
Who does what on your account
Your Operations Analyst joins on day one and owns the data and the improvement backlog. Your Function Manager joins at transition and owns the team and the results from go-live.
Set goals, KPIs and standards
- You
- Decides
- Operations Analyst
- Proposes and measures
- Function Manager
- Delivers against them
Learn the operation and own the data
- You
- Shares access and context
- Operations Analyst
- Owns
- Function Manager
- Supports
Lead the team day to day
- You
- Stays informed
- Operations Analyst
- Supports with data
- Function Manager
- Owns
Review quality and coach
- You
- Sees the results
- Operations Analyst
- Finds patterns
- Function Manager
- Owns
Propose improvements
- You
- Approves or declines
- Operations Analyst
- Owns the backlog
- Function Manager
- Puts them into practice
Run reviews
- You
- Attends and sets priorities
- Operations Analyst
- Brings the analysis
- Function Manager
- Runs the meeting
Governance cadence
Our review and reporting schedule
Live
Every day
NAS-AI
Performance, workload and quality, whenever you want to look.
Weekly
Check-in
Performance report
Results against KPIs, what changed, and what we are doing about it.
Monthly
Business review
Trends and risks
Quality themes, risks and the improvements we propose.
Quarterly
Strategic review
Direction
Scope, capacity and the improvement roadmap for the next quarter.
When something needs attention
How issues are escalated
You can raise a concern at any time, without waiting for a review. Each issue has an owner, and each owner knows when to take it higher.
Team Lead
Handles day-to-day issues on the floor, right away.
Function Manager
Owns anything that affects results, customers or the team.
Insaan account leadership
Steps in for anything that needs a decision at the top.
- You, at any level. Call your Function Manager, your Operations Analyst or account leadership directly, whenever you need to.
Works with both engagement models
How the Control Model works in each engagement model
Co-sourcing
Your leaders keep running the function
Our dedicated team works beside yours, and the Control Model gives your leaders the same visibility and reviews to direct both.
Explore co-sourcingFull outsourcing
We run the function and you set direction
We take on the whole function, from redesign to daily operations. The Control Model is how you set direction and approve changes without doing the daily work.
Explore full outsourcingKeep exploring
FAQ
Questions about the Control Model
What is the Insaan Global Control Model?
It is the way we make sure you stay in control of any function we run for you. It combines live visibility in NAS-AI, approval gates for important decisions, standards and KPIs that you set, data-driven quality assurance, named people who answer for results, and a steady cadence of reviews.
Does the Control Model apply to co-sourcing and full outsourcing?
Yes. In co-sourcing, your leaders keep running the function and use the same visibility and reviews to direct our team. In full outsourcing, we run the whole function and the Control Model is how you steer it without doing the daily work.
What needs our approval?
The scope of the function, the future-state design and technology route, the KPIs and quality standards, go-live and each cutover stage, process changes and new automation, and any change in scope or team size.
Who is accountable if results slip?
Your Function Manager leads the team from go-live and is accountable for results against the KPIs you agreed. Your Operations Analyst owns the data and the improvement backlog. If something needs a bigger decision, Insaan account leadership steps in.
How often do we meet?
A weekly check-in, a monthly business review and a quarterly strategic review, with live data in NAS-AI in between. You can raise anything at any time without waiting for a meeting.
Can we change the team size or scope?
Yes. Changes to scope and team size are planned with you and approved by you, so capacity follows your business rather than a fixed plan.
See how you would stay in control.
We will walk through the Control Model against your own function: what you would see, what you would approve, and who would answer for the results.