Business Experience (BX)
We fix how the work gets done.
Then we do it.
BX is built for companies that want a function to run better. We look at the whole function: your systems, workflows, technology, customer lifecycle and how customers are managed. We implement what fixes it, then run the function every day with a team in our Amman hub: fluent English, American accents, and trained deeply on your operation.
- From day one
- An Operations Analyst
- Assigned at kickoff to learn your operation from the inside.
- From go-live
- A Function Manager
- Runs your team every day and answers for the results.
- Every day
- A dedicated team
- Trained deeply on your operation and never shared with other clients.
What BX means
How BX differs from traditional outsourcing
Traditional outsourcing adds people to the process you already have, problems included. BX starts by fixing the process, then puts a dedicated team and the right technology behind it, and takes responsibility for how it performs.
- What you buy
- With BX: A business function that runs well, with the people, process and technology behind it
- Traditional BPO: Headcount, priced per seat
- Starting point
- With BX: An assessment of your systems, workflows, technology and customer lifecycle
- Traditional BPO: Your current process, copied as it is
- Technology
- With BX: New software or a workflow layer on top of your stack, implemented by us
- Traditional BPO: Whatever tools you already have
- Who owns results
- With BX: A named Function Manager, accountable for the KPIs you agree with us
- Traditional BPO: You manage the vendor and chase the numbers
- Visibility
- With BX: Live performance data in NAS-AI
- Traditional BPO: A report at the end of the month
- People
- With BX: A young team with fluent English and American accents, dedicated to your business
- Traditional BPO: Hired to fill seats at the lowest cost, often shared across accounts
- Quality
- With BX: Every interaction reviewed against your standards
- Traditional BPO: A small sample of interactions reviewed
- Improvement
- With BX: Built into the operation and reviewed with you regularly
- Traditional BPO: Change requests and contract updates
Assess
The five things we look at in every function
Every BX engagement starts with your Operations Analyst learning how the function really runs today. We look at it through five lenses, because a problem in one usually shows up in another.
function
- 01
Systems
The tools your teams work in, how well they talk to each other, and where data gets typed twice.
A question we ask: Which systems hold the truth, and which ones people work around?
- 02
Workflows
Every step, hand-off, approval and delay in how the work actually gets done, as it happens day to day.
A question we ask: Where does work wait, and who is it waiting for?
- 03
Technology
Where automation and AI can take routine work off people, and where a person must stay in charge.
A question we ask: Which tasks are repeated the same way hundreds of times?
- 04
Customer lifecycle
Every touchpoint from first inquiry to purchase, onboarding, support, renewal and beyond.
A question we ask: Where do customers drop out or call back with the same question?
- 05
Customer management
How customers are handled, followed up, escalated and retained, and who owns each of those moments.
A question we ask: Who owns a customer account when something goes wrong?
Implement
Three ways we implement the fix
What we implement depends on what the assessment finds. Some functions need a layer that connects what is already there. Some need a tool replaced. Some need to be built from nothing.
Layer on top
A workflow layer on top of your current stack
When it fits
Your core systems are sound, but work falls between them.
- Connects the tools you already use so data is entered once
- Routes work to the right queue and person automatically
- Adds AI assist, summaries and quality review where they help
Replace
Replace the tools that hold the function back
When it fits
A system is slowing the team down, costing too much, or blocking what customers need.
- We recommend the replacement and explain why
- You approve it before anything changes
- We migrate the data, configure it and train the team
Build from scratch
Build the function from the ground up
When it fits
The function is new, or it runs on spreadsheets and inboxes today.
- We design the workflow around your customers and goals
- We choose or build the software to run it
- Reporting and quality review are set up from the start
Whichever path fits, you review and approve the design before we build anything.
Run
The people who run your function
Every BX function is run by a dedicated team with clear leadership. You always know who is responsible, and they know your business.
Operations Analyst
Assigned at kickoff. Maps your operation, owns the data, and makes sure what we build fits how you work. Stays with the function after go-live to track performance and find the next improvement.
Function Manager
Leads your dedicated team every day, reviews performance with you, and is accountable for the KPIs you agreed. Your single point of ownership for the function.
Team leads
Coach a small group every day, handle escalations, and keep schedules and standards on track.
Specialists
The sales agents, customer support agents and back-office processors who do the work under your brand, trained on your product, your customers and your tools.
How an engagement runs
From the first call to a function that runs every day
Every engagement moves through the same six stages. The pace depends on the function and what the assessment finds, and you sign off before each major step.
- 1
Assess
We map how the function runs today
Your Operations Analyst joins and looks at the five lenses: systems, workflows, technology, the customer lifecycle and customer management.
What you get
A clear picture of what works, what slows the function down and where the waste is
Operations Analyst joins
- 2
Design
We design the new operation
The workflow, the technology, the team structure, the KPIs and how quality will be reviewed.
What you get
A design you review and approve before anything is built
- 3
Build
We implement it
A workflow layer, a replacement tool or a function built from scratch. We recruit and train your dedicated team in parallel.
What you get
A working setup, tested on real scenarios, and a team trained on your business
- 4
Transition
We move the work over with care
Work moves in planned stages, with your team and ours side by side until the new setup is proven.
What you get
A controlled handover, with checkpoints you sign off
- 5
Run
Our team runs the function
Your Function Manager takes over day-to-day leadership and runs the operation against the KPIs you agreed.
What you get
A function that runs every day, with live visibility in NAS-AI
Function Manager takes over
- 6
Improve
We keep making it better
Data from every interaction shows where to remove waste, automate more or coach better.
What you get
Regular reviews with recommendations you decide on
How we engage
Two ways to work with us: co-sourcing or full outsourcing
Keep leadership in-house and add our team alongside yours, or hand us the whole function. Both follow the BX method, and many clients start with one and grow into the other.
You lead, we add the team
Co-Sourcing
Our team works alongside yours. You keep the lead.
Keep leadership of your operation in-house and add a dedicated Insaan team alongside it. Same CRM, same scripts, shared goals, with a young team of fluent English speakers giving you the capacity you have been missing.
Explore co-sourcingCo-sourcing is right when…
- You have an in-house team and want to keep managing the function yourself
- You need more capacity: sales overflow, after-hours customer support or a growing backlog
- You need fluent, American-accent English speakers without a long hiring cycle
- You want to test working with us on part of your operation before handing over more
You keep
- Leadership and direction of the function
- Your tools, processes and standards
- Final say on priorities and quality
We handle
- Recruiting, training and retaining our team
- Scheduling, coverage and day-to-day management
- Reporting, quality monitoring and improvement ideas
We run it end to end
Full Outsourcing
We own the whole function, end to end.
Hand us an entire function, from customer support to sales to back-office work. We assess how it runs, rebuild what slows it down, and run it every day with a dedicated team that is accountable for the results you agree with us.
Explore full outsourcingFull outsourcing is right when…
- You want the function to run well without managing it day to day
- The current setup is costly, inconsistent or hard to scale
- You want the systems and workflows fixed, not just more people added
- You want one partner accountable for the outcome
You keep
- The standards and KPIs the function is measured on
- Approval of the design before we build
- Live visibility into every hour of work
We handle
- Systems, workflows and technology
- Recruiting, training and managing the team
- Day-to-day operations and continuous improvement
Functions we run
The functions we run for our clients
Each function is run with the same method: assess, implement, run and improve. Many companies start with one function, such as customer experience or sales, and add another once the first is running well.
01
Customer Experience
Customer support by phone, chat and email: orders, accounts, questions and complaints, handled under your brand.
What is included
- Inbound and outbound customer calls
- Chat, email and SMS support
- Order, account and billing questions
- Complaints and cancellation requests
- Technical and product support
What improves
- Higher first-contact resolution
- Faster responses
- Consistent quality
Explore Customer ExperienceKPIs we can run it against
- Customer retention
- First-contact resolution
- Response time
- Customer satisfaction
- Quality score
02
Revenue as a Service
Sales: lead follow-up, qualification, booked meetings and onboarding new customers, run in your CRM and to your playbook.
What is included
- Inbound sales calls
- Outbound follow-up on web leads
- Qualification against your criteria
- Meeting booking for your account executives
- Onboarding new customers
What improves
- More closed deals
- Faster follow-up
- Clean, reliable data
Explore Revenue as a ServiceKPIs we can run it against
- Speed to lead
- Contact rate
- Qualified leads
- Meetings booked
- Win rate
03
Back Office
Order processing, documents, data entry and account updates, with people handling every exception.
What is included
- Order processing
- Document collection and review
- Data entry and validation
- Account setup and updates
- Billing and invoice support
What improves
- Less operational waste
- Higher accuracy
- Faster turnaround
Explore Back OfficeKPIs we can run it against
- Accuracy rate
- Turnaround time
- Backlog
- Items past due
- Rework rate
04
Talent Operations
Sourcing, screening and scheduling, so your managers can focus on choosing the right people for your teams.
What is included
- Candidate sourcing
- Screening and qualification
- Interview scheduling and coordination
- ATS management and data hygiene
- Offer and onboarding coordination
What improves
- Faster time to fill
- Better candidates
- Less admin for your team
Explore Talent OperationsKPIs we can run it against
- Time to fill
- Candidates per role
- Interview-to-offer rate
- Offer acceptance
- Candidate satisfaction
Hybrid Intelligence
Artificial intelligence and human intelligence in every function we run
AI is good at patterns and routine checks. People are good at judgment, empathy and the unexpected, and customers with a real problem want a person. Our hybrid model gives each the work it does best, so every function we run gets faster, more accurate and less wasteful.
intelligenceHuman
intelligence
AI handles
- Routes and prioritizes work
- Surfaces the right answer in the moment
- Automates routine, repetitive steps
- Reviews 100% of interactions for quality
- Finds bottlenecks and waste in the process
People handle
- Holds the conversation
- Applies judgment and empathy
- Handles exceptions and edge cases
- Builds relationships and trust
- Decides what should change
What it changes for you
- Higher first-contact resolutionAgents have the customer history and account status during the call, so customers get answers the first time.See it in practice
- More closed dealsSales agents reach the right people at the right moment, with insight from every call before.See it in practice
- Operational waste removedWe map the process, cut the steps that add nothing, and automate the routine before we scale.See it in practice
How we remove waste before we scale
- 1
Map. We see every step, hand-off and delay in how the work gets done today.
- 2
Remove. We cut the steps that add no value: duplicate entry, needless hand-offs, rework.
- 3
Automate. AI takes the routine work: routing, lookups, summaries, validation.
- 4
Refocus. People spend their time on the conversations and decisions that need them.
Quality and compliance
Quality assurance overseen and trained by data
Traditional QA reviews a small sample of interactions and hopes it is representative. Ours starts from all of them. Deep data oversees the QA function itself and trains the people in it, which is why compliance runs much higher.
The result: much higher compliance and quality scores than sample-based QA, and a clear record of it.
Every interaction reviewed
AI scores 100% of calls, chats, emails and transactions against your standards and compliance rules, not a small random sample.
QA that is checked by data
AI scores and human reviewers are calibrated against each other, so scoring stays consistent across reviewers, shifts and months.
Reviewers trained on the full picture
QA analysts learn from patterns across all of your interactions, so they know exactly what good and risky look like for your business.
Coaching that targets the moment
Each agent gets coaching on the specific moments that affected quality or compliance, not generic refreshers.
Risks flagged early
Missed disclosures, overstated outcomes, script deviations and data-handling issues are flagged quickly and fixed before they become a pattern.
NAS-AI
Live visibility into your operation with NAS-AI
NAS-AI is our operational intelligence platform. It runs underneath every BX engagement, powering quality review and improvement recommendations, and it gives you a live view of how your function is performing.
- See the operation as it runs, without waiting for a monthly report
- Track the KPIs you agreed with us, in one place
- Bring the same view to every review with your Function Manager
Queues and backlog
What is waiting, where, and for how long
Quality and compliance
Scores and flags from every reviewed interaction
KPIs you agreed
Performance against the targets in your design
Improvement ideas
Recommendations for your next review
Amman · North America
Young talent from Amman, with no trade-off between quality and price
Many offshore markets win on cost and lose on quality. Amman gives you both: a deep pool of young, university-educated people who speak fluent English with the patience your customers need, comparable to the people you would hire in North America.
- A team in our Amman hub with fluent English and American accents
- Trained deeply on your operation before going live
- Working in your business hours, under your brand
- Client-facing leadership in North America
Our team in Amman
Why the people on your team stay, grow and care about the work
Our team in Amman is young, and we invest in them. People who are offered a real career learn your business deeply and stay with it. That continuity is part of what you get with BX.
We hire for how people speak
Fluent English, an American accent and the will to learn matter more to us than years on a CV.
We train deeply
Every hire learns your product, processes and standards before going live, then keeps learning through coaching on real work.
We promote from within
Team leads and managers come from our own people first, so leaders know the work from the inside.
Industries
Industries we serve
- Financial Resolution ServicesEnrollment, client services, document collection and case support for financial resolution companies.
- Financial ServicesAccount servicing, onboarding, payments and disputes, with compliance reviewed on every interaction.
- Technology & SaaSTechnical support, onboarding and customer success for software companies that live on retention.
- Professional ServicesScheduling, documents, billing support and client communication for consulting, legal, accounting and advisory firms.
- E-Commerce & RetailCustomer service, orders, returns and marketplace support, planned around your promotions and peaks.
- Logistics & Supply ChainDispatch support, tracking updates, exceptions, claims and freight billing for carriers, 3PLs and shippers.
- Energy & UtilitiesBilling support, service orders, outage communication and payment arrangements for energy providers and utilities.
- ManufacturingOrder processing, dealer support, warranty administration and supplier follow-up, working in your ERP.
- HospitalityReservations, guest support, loyalty and review management for hotels, resorts and hospitality groups.
Working with us
What we commit to in every BX engagement
These hold whichever function we run and whichever model you choose.
You approve the design before we build
No system, workflow or tool changes without your sign-off.
You always know who owns the outcome
A named Operations Analyst from day one and a named Function Manager from go-live.
Your team is yours alone
The people who run your function work only on your business.
We work under your brand and in your tools
Your customers deal with your company, the way you want them to.
You see performance as it happens
Live data in NAS-AI, and regular reviews with your Function Manager.
We bring you the next improvement
We look for waste to remove and work to automate, and we bring it to you with a recommendation.
Security and control
Security and control over the work we run for you
Our people work on secure, monitored workstations with access limited to what each role needs. You set the standards, approve the design and see performance live.
FAQ
Questions about Business Experience
What is Business Experience (BX)?
Business Experience (BX) is how we run business functions for our clients. We look at the systems, workflows, technology, customer lifecycle and customer management behind a function, implement new software or a workflow layer that fixes what is slowing it down, and then run the function with a dedicated team that combines AI with human intelligence.
How is BX different from traditional outsourcing (BPO)?
Traditional outsourcing usually takes your process as it is and adds headcount. BX fixes the process first, adds the right technology, and then staffs it with a dedicated team, an Operations Analyst from day one and a Function Manager from go-live who is accountable for results.
What is the difference between co-sourcing and full outsourcing?
With co-sourcing, our team works alongside yours and you keep leadership of the function. With full outsourcing, we own the whole function end to end and answer for the results you agree with us. Many clients start with co-sourcing and move to full outsourcing later.
Do we have to replace our existing tools?
No. We often build a workflow layer on top of the tools you already use. Where a tool is holding the function back, we recommend a replacement and you approve it before anything changes.
What do the Operations Analyst and Function Manager do?
Your Operations Analyst is assigned at kickoff, maps your operation, owns the data and makes sure what we build fits how you work. Your Function Manager takes over at go-live, leads your dedicated team every day and is accountable for the KPIs you agreed.
Who is BX built for?
Companies across North America that want a function to run better, in industries such as technology and SaaS, retail and ecommerce, financial services, professional services, logistics and healthcare administration. We run customer experience, sales, back-office work and recruiting operations.
Where is the team based?
Your team works from our flagship hub in Amman, Jordan, in your business hours, with client-facing leadership in North America. It is a young team, hired for fluent English and American accents and trained deeply on your operation.
How do we see what is happening in our operation?
Through NAS-AI, our operational intelligence platform. It gives you live visibility into queues, quality, compliance and the KPIs you agreed, and your Function Manager reviews performance with you regularly.
How do we get started?
Book a BX assessment. We will talk through the part of your operation you want to fix or scale, then show you what we would change, how we would implement it and who would run it.
Show us the function you want to fix
Tell us which part of your operation you want to fix or scale. We will show you what we would change, how we would implement it and who would run it.