BX engagement model · Co-Sourcing
Side by side.
You keep the lead.
Co-sourcing puts a dedicated Insaan team next to your in-house team, working in the same tools, from the same playbooks and toward the same goals. You keep leadership of the function. We hire the people, a team in our Amman hub with fluent English and American accents, train them on your operation and manage them every day.
Our operations hub in Amman
- You keep
- Leadership, direction and the final say on priorities and quality.
- We add
- A dedicated team, managed by us, working in your tools and to your standards.
- Never shared
- Your Insaan team works only on your business and is never split across other accounts.
Why teams co-source
Common reasons teams choose co-sourcing
Most companies that co-source already run the function well. They’re short on room: more hands, more hours or more help with the back-office work. These are the situations we hear about most, and what we do in each.
Your team is at capacity.
New leads, customer calls and tickets come in faster than you can hire. Good people burn out covering the gaps.
How co-sourcing helps: We add a dedicated team that works your queues with you, so your people get their focus back.
After-hours and overflow slip.
Leads that come in at night wait until morning, and customers who reach out on a Saturday get voicemail.
How co-sourcing helps: We staff the hours and the peaks your in-house team can’t cover, on the same tools and standards.
Texting or chat needs a team.
Many of your customers would rather text or chat than call, but nobody is free to run a messaging channel.
How co-sourcing helps: We recruit and train a team for the new channel while your team keeps the channels it knows.
The back-office backlog keeps growing.
Orders, forms, invoices and records pile up, and your specialists wait on missing information.
How co-sourcing helps: We add people who process, check and log the work, trained on your process and your data standards.
Headcount is frozen.
The work keeps growing, but opening new roles in-house isn’t an option right now.
How co-sourcing helps: Our team adds capacity as a service, without new permanent roles on your side.
You want to test before you commit.
Handing over a whole function to a new partner feels like a big first step.
How co-sourcing helps: Start with part of a function, see how we work, and decide later how far to go.
What you can co-source
Functions you can co-source
Co-sourcing works across the whole customer journey, from the first sales call to support and the back office. Choose a function to see the work our team can take on, what usually stays with your team, and one way to split it.
Our team can take on
Customer Experience
Add people to your support line, take on a full channel, or cover the hours your team can’t. Our team works in your tools, follows your approved language and treats every customer with patience and respect.
- Overflow on inbound customer calls, chats and email
- Evening, weekend and holiday coverage
- Order status, account and "how do I" questions
- Billing questions and help with account changes
- Listening to concerns and logging complaints
- Refund and cancellation requests handled and routed the way you choose
- Knowledge base updates based on what customers ask most
Usually stays with you
- Service policy and approved language
- Retention decisions and exceptions
- Complaint handling you want kept in-house
One way to split it
Our team takes first-line calls and messages. Your in-house team keeps retention saves and complex complaints.
More about CXOur team can take on
Revenue as a Service
Give your sales team more time with people who are ready to buy. Our team works your leads in your CRM, follows your playbook and hands off the way your team prefers.
- Speed-to-lead calls on new inquiries
- Lead follow-up and qualification against your criteria
- Booked meetings and warm transfers to your account executives
- Overflow sales calls during busy hours
- Follow-up on trials, quotes and abandoned carts
- Onboarding calls for new customers
- CRM updates and clean call dispositions
Usually stays with you
- Your qualification criteria and playbook
- Pricing, contract terms and closing the deal
- Any required disclosure language, set by your team
One way to split it
Our team calls and qualifies new leads. Your account executives take the booked meetings and close.
More about RevenueOur team can take on
Back Office
Our team works through the back-office backlog and keeps it down, inside your systems, while your specialists keep the approvals and the judgment calls.
- Order processing, returns and account setup
- Checking documents for completeness and chasing what’s missing
- Data entry and record updates across your systems
- Invoice processing and reconciliation
- Claims, applications and ticket follow-up
- Keeping customer records and your CRM up to date
Usually stays with you
- Policy decisions and process strategy
- Payment approvals and financial controls
- Exceptions outside agreed rules
One way to split it
Our team processes, checks and tracks. Your specialists make the decisions.
More about Back OfficeWho does what
How responsibilities are split
Co-sourcing only works when everyone knows who owns what. We agree this split with you before our team starts and revisit it at each quarterly planning session. You set direction; we manage our own people, so your managers aren’t running a second team.
- You lead
- Insaan leads
- Shared
- Direction and prioritiesYou lead
- You set the goals, the priorities and what good looks like. You have the final say.
- Standards and policiesYou lead
- Your policies, approved language and service standards apply to both teams.
- Tools and systemsYou lead
- Your platforms and your access controls. Our team works inside them.
- Hiring our teamInsaan leads
- You help define the profile. We recruit, select and retain the people.
- TrainingShared
- You bring the product knowledge and playbooks. We run onboarding and ongoing training, so our team knows your operation deeply before going live.
- Scheduling and coverageInsaan leads
- We schedule our team against the coverage plan we agree with you.
- Day-to-day coachingInsaan leads
- Our leads coach our people every day, so your managers aren’t running two teams.
- Quality assuranceShared
- One QA standard for both teams, including accuracy, tone and any required disclosures. We review every interaction our team handles and calibrate with you.
- ReportingInsaan leads
- We build and maintain the reporting in NAS-AI, so you can check performance live instead of waiting for month end.
- Improvement ideasShared
- Both teams spot what slows the work down. We turn ideas into proposals you approve.
| Area | You | Insaan | Shared | How it works |
|---|---|---|---|---|
| Direction and priorities | You lead | You set the goals, the priorities and what good looks like. You have the final say. | ||
| Standards and policies | You lead | Your policies, approved language and service standards apply to both teams. | ||
| Tools and systems | You lead | Your platforms and your access controls. Our team works inside them. | ||
| Hiring our team | Insaan leads | You help define the profile. We recruit, select and retain the people. | ||
| Training | Shared | You bring the product knowledge and playbooks. We run onboarding and ongoing training, so our team knows your operation deeply before going live. | ||
| Scheduling and coverage | Insaan leads | We schedule our team against the coverage plan we agree with you. | ||
| Day-to-day coaching | Insaan leads | Our leads coach our people every day, so your managers aren’t running two teams. | ||
| Quality assurance | Shared | One QA standard for both teams, including accuracy, tone and any required disclosures. We review every interaction our team handles and calibrate with you. | ||
| Reporting | Insaan leads | We build and maintain the reporting in NAS-AI, so you can check performance live instead of waiting for month end. | ||
| Improvement ideas | Shared | Both teams spot what slows the work down. We turn ideas into proposals you approve. |
Your people
How the two teams are organized
Your function leader sets the direction for everyone. On our side, an Operations Analyst joins from day one and a Function Manager leads our team from go-live, so you always have a named person to call. Our team works in your tools, under your brand and to your standards, and your customers get the same experience whichever team picks up.
Your function leader
Sets goals, priorities and standards for both teams. Has the final say.
Your in-house team
- Your managers and team leadsLead your own people and partner with ours on shared queues.
- Your specialistsTake the escalations, exceptions and decisions you keep in-house.
- Your QA and training ownersOwn the standard and calibrate with our QA leads.
Your Insaan team
- Operations Analyst, from day oneLearns your operation from the inside, owns the data and makes sure our team works the way yours does.
- Function Manager, from go-liveLeads our team every day and is your single point of contact for how it performs.
- Dedicated team and team leadsA team in our Amman hub with fluent English and American accents. Recruited, trained, scheduled and coached by us, working only on your business.
Shared by both teams
- Goals and KPIs
- Queues and routing
- One QA standard
- Knowledge base
- Live data in NAS-AI
A week in a co-sourced team
An example week, Monday to Friday
An example week. We shape the rhythm around your operation, your hours and the way your team already works.
Mon
Day 1Set the week
- Both teams
Joint stand-up. Your lead shares the week’s priorities and anything new in your product, policies or approved language.
- Insaan
Our team lead turns priorities into schedules and queue assignments.
- Both teams
Tue
Day 2Work the shared queues
- Both teams
One set of queues, one set of routing rules. Work goes to whoever is best placed to handle it.
- You
Your specialists take the escalations our team routes to them, such as refunds, cancellations and complaints, with full context attached.
- Both teams
Wed
Day 3Coach and calibrate
- Insaan
One-to-one coaching for our people, based on QA findings from every reviewed interaction.
- Both teams
QA calibration: your QA lead and ours score the same interactions and align on the standard.
- Insaan
Thu
Day 4Review together
- Both teams
Weekly review in NAS-AI: performance, trends, blockers and what to change next week.
- You
You decide on process changes and priorities for the week ahead.
- Both teams
Fri
Day 5Report and share what we learned
- Insaan
Weekly summary, with the improvement ideas both teams raised.
- Both teams
Knowledge base updates, so next week starts with better answers for everyone.
- Insaan
Governance
Meetings and reviews
Daily and weekly meetings deal with the work itself. Monthly and quarterly reviews cover bigger questions like scope and capacity. Your side is part of every one of them.
Daily
Huddle
Who: Team leads from both sides
- Today’s volume and staffing
- Anything urgent or unusual
- Quick adjustments to queues
Weekly
Performance review
Who: Your function lead, our Operations Analyst and team leads
- KPIs for both teams in NAS-AI
- QA calibration results
- Process changes to approve
Monthly
Business review
Who: Your leadership and our account leadership
- Trends and root causes
- Improvement backlog and progress
- Capacity for the month ahead
Quarterly
Planning
Who: Your executive sponsor and ours
- Scope and team size
- New channels or functions
- Whether to expand, hold or change the model
Hybrid Intelligence and QA
AI support and QA for both teams
The AI support, quality reviews and data our team uses can be extended to your in-house team as well, so one team doesn’t end up working faster or to a different standard than the other.
- 1
Hybrid Intelligence at every desk
AI helps with routing, suggested answers and call notes, and people make the judgment calls. Every conversation with a customer is held by a person.
- 2
Every interaction reviewed
QA covers every interaction our team handles rather than a small sample: accuracy, approved language, contact preferences and tone. It is calibrated with your team, so coaching is specific and consistent.
- 3
Shared visibility in NAS-AI
Our operational intelligence platform shows both teams side by side, live, so you’re looking at the same numbers we are.
Timeline
Your first 90 days
The pace depends on your function, your tools and how much we take on. The order doesn’t change: we learn your operation first, go live alongside your team, then adjust.
Days 1–30
Learn and mirror
Your Operations Analyst joins on day one.
- Map your workflows, tools, queues and escalation paths
- Agree the coverage plan, KPIs and QA standard
- Recruit and train our team on your product, your processes and your approved language
- Set up access in your systems and live views in NAS-AI
Days 31–60
Go live side by side
Your Function Manager takes the lead of our team at go-live.
- Our team starts on an agreed part of the work
- Close support from our leads and your specialists
- Every interaction our team handles is reviewed
- Daily huddles and weekly reviews begin
Days 61–90
Tune and plan ahead
The two teams work as one.
- Widen the scope as quality holds
- First improvement ideas from both teams, ready for your approval
- First monthly business review
- Plan the next quarter: hold, grow or add a function
Where to start
Common starting points
It usually pays to start with a small, well-defined piece of work. Each of these has an obvious next step once both teams are working well together.
Overflow sales calls
Your sales team handles the steady volume. Ours picks up the calls and new leads that spill over, so nobody waits too long when a campaign lands or a busy season hits.
- Start with
- An overflow queue for new lead calls
- Grow into
- A standing share of lead follow-up and qualification
After-hours customer support
We answer the evening and weekend calls, chats and emails from your customers: order questions, account help and billing issues, in the same tools and to the same standards.
- Start with
- Evening and weekend shifts
- Grow into
- Extended or around-the-clock coverage
Customer texting and chat
Give customers a way to text or chat without pulling people off the phones. We build and run the team, and you decide how it should sound.
- Start with
- One messaging channel, run by our team
- Grow into
- A blended team across phone and messaging
Back-office backlog pod
A small, dedicated group that processes orders, documents or records, checks them and logs them, so your specialists have what they need.
- Start with
- A focused pod on one back-office queue
- Grow into
- Data entry, reconciliation and account updates too
Room to grow
Moving from co-sourcing to full outsourcing
Many companies stay co-sourced for good, and that works well. Others hand over more as time goes on. Our team already knows your operation by then, so each step builds on work that’s already running.
- 1
Pilot pod
Our team takes one clearly defined part of the work. You see how we operate before going further.
- 2
Co-sourced team
Both teams share queues, standards and reviews. You lead; we manage our people.
- 3
Expanded co-sourcing
More hours, more channels or a second function. Still your lead, with more of the load on us.
- 4
Full outsourcing
We own the function end to end and are accountable for results. You keep the standards and live visibility.
More of the function moves to us at each step, and you decide whether and when to take it.
How full outsourcing worksGetting ready
What each side brings to the start
Having these in place makes the first weeks go smoothly. If something on your side isn’t ready yet, we help you build it during the assessment.
From your side
- A named lead on your side who sets direction
- Access to your systems, with the permissions you choose
- Your playbooks, scripts, knowledge base and approved language
- Your QA scorecard, or a willingness to build one with us
- The goals and KPIs you want both teams measured on
- Your escalation paths, including who takes refunds, cancellations and complaints
From ours
- An Operations Analyst from day one
- A Function Manager who leads our team from go-live
- A dedicated team, recruited and trained on your operation
- Scheduling, coaching and retention for our people
- Review of every interaction our team handles
- Live performance views in NAS-AI for both teams
FAQ
Co-sourcing questions
What is co-sourcing?
Co-sourcing is a partnership model where an outside team works alongside your in-house team on the same function. You keep leadership and control; the partner adds capacity and skills and manages its own people.
How is co-sourcing different from outsourcing?
With outsourcing, the partner owns the whole function and is accountable for results. With co-sourcing, you keep ownership and the partner works inside your operation. Many clients start with co-sourcing and move to full outsourcing later.
Will our customers know they are speaking with an outside team?
Our team works under your brand, on your systems and to your scripts. They speak fluent English with American accents, so the experience is consistent with your own team.
Can we move from co-sourcing to full outsourcing later?
Yes. Because our team already knows your operation, moving to full outsourcing is a planned transition rather than a fresh start.
Does our team need to change its tools or processes?
No. Our team works in your systems and follows your playbooks. If we see a better way to do something, we propose it and you decide.
How big does a co-sourced team need to be?
We size the team around the work. Some companies start with a small pod on one part of a function; others start with a larger share of the volume. We agree the starting point with you during the assessment.
What happens when our volume changes?
We review capacity with you every month and plan ahead every quarter. When volume shifts, we adjust the team and the coverage plan together.
Where does the Insaan team work from?
Our teams work from our operations hub in Amman, Jordan, and serve companies across North America, from technology and retail to financial services and healthcare administration.
Who will be talking to our customers?
A dedicated team in our Amman hub who speak fluent English with American accents. We train them deeply on your product, your processes and your approved language before they take a single live call.
Can your team help with compliance?
Our QA reviews every interaction our team handles against the rules you set: required disclosures, approved language, privacy and contact preferences, and a respectful, pressure-free tone. Your compliance team owns the rules; we make sure they are followed.
Explore Business Experience
How we engage
Plan a co-sourced team with us
Tell us which part of your operation needs more room. We’ll show you how a co-sourced team would work next to yours, who would lead it, and where to start.