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BX engagement model · Full Outsourcing

One roadmap.
We own every step.

Hand us customer support, sales or back-office work. We assess it, redesign it, build the systems, hire the team, move the work across and run it every day. You set the standards and approve every major decision.

The full outsourcing roadmap

Select a phase to jump to the detail

  1. 01AssessMap how the function really runs
  2. 02DesignAgree the future state
  3. 03BuildImplement systems, hire the team
  4. 04TransitionMove the work without disruption
  5. 05RunOperate every day against KPIs
  6. 06OptimizeKeep making it better

Operations Analyst from day one, through every phase

Function Manager joins at transition, leads from go-live

Talk to us about full outsourcing Is it right for you?

What end to end means

What we take on and what you keep

Traditional outsourcing usually takes your process as it is and adds headcount. We fix the process first and then run it. We take responsibility for the systems, the workflows and the people, and we answer for the results. You decide what good looks like and keep control of the decisions that matter.

We take on

  • The assessment and redesign
  • Systems, workflows and technology
  • Recruiting, training and managing the team
  • Quality, coverage and daily operations
  • Reporting and continuous improvement

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
  • Your brand, customers and policies
  • The final say on changes

Six phases

The roadmap, phase by phase

Each phase ends with documents you can use and a decision for you to make. We don’t move to the next phase until you approve it.

Phase 01Assess

Assessing how the function runs today

Before we change anything, we look at the whole function. We interview your leaders and the people doing the work, sit in on live work, and pull the data your systems already hold. We look at five things: your systems, your workflows, your technology, the customer journey from first contact to renewal, and how customers are supported along the way.

What happens

  • Interviews with your executive sponsor, process owners and frontline staff
  • Listening to live sales and support calls and reviewing tickets, alongside the documented process
  • A review of the tools in use and how well they connect
  • A read of the data you already have: contact volumes, reasons customers reach out, backlogs, handling times
  • A list of the waste we find: duplicate steps, hand-offs, rework and waiting

What you receive

  • Current-state map of the function
  • Waste and pain-point register
  • Data baseline: what is measured today and what is not
  • Prioritized opportunity summary
From your side
Executive sponsor, process owners, a few frontline experts
From Insaan
Your Operations Analyst (assigned now), a BX solution lead

Your decision point

Agree the scope of the function and the problems worth solving first.

Phase 02Design

Designing the future state for your approval

Using what the assessment found, we design how the function should work. That covers the workflows, the technology, the team and the way success is measured. For technology we recommend one of three routes: new software, a workflow layer on top of your current stack, or a build from scratch. Nothing is built until you sign off.

What happens

  • Future-state workflows, with the wasteful steps removed
  • A technology recommendation and the reasons behind it
  • Team structure, roles and the profile of each hire
  • Quality standards and compliance rules, such as required disclosures and approved language, written as a scorecard
  • A first draft of the KPI framework the function will run on

What you receive

  • Future-state design with process maps
  • Technology recommendation
  • Team structure and role profiles
  • Quality and compliance scorecard
  • Draft KPI framework
From your side
Executive sponsor, process owners, IT and security contacts
From Insaan
Operations Analyst, BX solution lead, technology specialists

Your decision point

Approve the design, the technology route and the KPIs before anything is built.

Phase 03Build

Building the systems and hiring the team

Two tracks run in parallel. On the technology track, we implement and connect the tools in the approved design. On the people track, we recruit a dedicated team at our Amman hub, a team with fluent English and American accents, and train them deeply on your product, your processes and your approved language before anyone goes live.

What happens

  • Systems configured, connected to your stack and tested
  • Knowledge base and playbooks written for every process
  • A dedicated team recruited for your account only
  • Training built from your product documents and real customer interactions
  • NAS-AI dashboards set up around your KPIs

What you receive

  • Implementation plan with milestones
  • Configured systems or workflow layer
  • Training curriculum and certification criteria
  • Knowledge base and playbooks
  • NAS-AI dashboards
From your side
Process owners for testing, IT for access and integration
From Insaan
Operations Analyst, technology team, recruiters, trainers

Your decision point

Sign off on user testing and the go-live readiness checklist.

Phase 04Transition

Moving the work across in stages

Transition is where most outsourcing goes wrong, so we plan it in detail. Our team shadows yours, then runs in parallel, then takes over the work in stages you approve. Each stage has clear readiness criteria and a rollback plan. Your Function Manager joins here and takes over at go-live.

What happens

  • Shadowing of your team on live work
  • A parallel run where both teams handle the same kind of work
  • Cutover in stages, by queue, channel or stage of the customer journey
  • Daily checkpoints with your team during every stage
  • Extra support and closer monitoring right after go-live

What you receive

  • Transition plan with cutover stages
  • Readiness criteria and rollback plan
  • Daily transition reports
  • Post-go-live support plan
From your side
Executive sponsor, process owners, the current team leads
From Insaan
Operations Analyst, Function Manager, Team Leads, trainers

Your decision point

Approve each cutover stage before it starts.

Phase 05Run

Running the function day to day

From go-live, your Function Manager leads the team day to day and is accountable for the KPIs you agreed. AI and our people split the work between them, and every interaction is reviewed for quality. You can check performance live in NAS-AI, and we meet with you on a regular schedule.

What happens

  • Daily operations, scheduling and coverage planning
  • Hybrid Intelligence supporting every call, message and document
  • Quality review of every interaction
  • Coaching for each person on the moments that matter
  • Regular reporting and business reviews with you

What you receive

  • Live visibility in NAS-AI
  • Weekly performance reports
  • Monthly business reviews
  • Quality and compliance reports
From your side
Executive sponsor and a named day-to-day contact
From Insaan
Function Manager, Operations Analyst, the full dedicated team

Your decision point

Set priorities, review results against the KPIs, and raise anything you want changed.

Phase 06Optimize

Improving the function over time

Once the function is stable, the work shifts to making it better. Your Operations Analyst keeps studying the data, finds the next piece of waste to remove or routine work to automate, and brings it to you as a clear proposal. As your business changes, we adjust the team, the workflows and the KPIs with you.

What happens

  • A standing improvement backlog, ranked by value
  • Automation of routine steps once the process is stable
  • KPI targets reviewed as the function matures
  • Changes tested on a small scale before they roll out
  • Scope and team size adjusted to your business

What you receive

  • Prioritized improvement backlog
  • Quarterly business reviews
  • Updated KPI framework
  • Recommendations on scope and capacity
From your side
Executive sponsor and process owners
From Insaan
Operations Analyst, Function Manager, Insaan account leadership

Your decision point

Choose which improvements go ahead and approve any process change.

What is included

What’s included in full outsourcing

Full outsourcing covers six areas, which together are what a function needs to run well. Pick a category to see what it includes.

People

Hiring, training and leading your team

Everyone who works on your function is selected for it, trained on it and managed by us, and they work on your account only.

  • Recruiting and selectionA team hired in our Amman hub for fluent English, American accents and a warm manner with customers.
  • Onboarding and trainingTraining built from your product, policies and approved language.
  • Certification before go-livePeople talk to your customers only after they pass your criteria.
  • Daily leadershipTeam Leads who coach, support and manage performance every day.
  • Retention and growthCareer paths and recognition that keep good people on your account.
  • Backfill and coverReplacements hired and trained by us, at no extra effort for you.

Your dedicated function

How your dedicated team is structured

Every role below works on your account only and is never shared with other clients. The exact size and mix depend on your function and your volumes. We agree them with you during Design.

Your executive sponsor

Sets direction, owns the KPIs, approves major decisions.

Insaan account leadership

Owns the relationship, runs quarterly reviews, backs the team with company resources.

From go-live

Function Manager

Leads the team day to day and is accountable for results against the KPIs.

From day one

Operations Analyst

Knows the operation inside out, owns the data and drives improvement.

Team Leads

Coach, support and manage performance for each group of specialists, every shift.

Specialists

The people doing the work: customer support agents, sales development reps, or order and data processors, depending on the function.

Supporting the whole team

  • QA analysts

    Review quality and compliance, calibrated against the data.

  • Trainers

    Onboard new hires and update training as patterns appear.

  • Workforce management

    Forecast demand, build schedules and plan coverage.

Example structure. Roles and team size are agreed with you.

Transition without disruption

How the work moves across to our team

The work moves across in stages rather than in a single switch-over, so your customers shouldn’t notice the change. At each stage, both teams know who handles what, and you approve the next step once the current one is stable.

  • Readiness criteria agreed before each stage
  • A rollback plan for every stage
  • Daily checkpoints during cutover
  • Quality compared side by side in the parallel run
Your current teamInsaan teamExample pacing. The actual pace is agreed with you.

  1. Stage 1

    Shadow

    Your team handles all live work. Our team observes and learns.

    Our team watches your people work, asks questions and finds the unwritten rules no document covers.

  2. Stage 2

    Parallel run

    Your team keeps most of the work. Our team takes a controlled share.

    Both teams handle the same kind of work. We compare quality and outcomes side by side, and close any gaps.

  3. Stage 3

    Phased cutover

    Your team hands over in stages. Our team takes queues one by one.

    We take over by queue, channel, region or segment. You approve each stage. Every stage has a rollback plan.

  4. Stage 4

    Stabilize

    Your team is free for other work. Our team runs it, with extra support.

    After go-live we add support and watch closely until performance is steady against the agreed KPIs.

Hybrid Intelligence, inside your function

A typical day inside your function

Hybrid Intelligence means software handles the routine steps so people can focus on your customers. AI helps with routing, suggested answers and call notes. People hold every conversation, use their judgment and handle the exceptions, like an upset customer or a cancellation request.

Team members at their workstations on the operations floor of the Insaan Global Amman hub
How Hybrid Intelligence works

  1. Start of shift

    Team huddle

    Team Leads share yesterday’s quality themes and today’s priorities. Workforce management confirms staffing against the forecast.

  2. A customer reaches out

    Routing

    The call, chat or email goes to the right person, with the customer’s account history and likely reason already on screen.

  3. In the conversation

    The specialist leads

    The specialist listens, answers with patience and care, and solves the problem in your approved words. AI can suggest answers from your knowledge base.

  4. Right after

    Notes and records

    AI drafts the call notes and the specialist checks them. Your CRM is updated before the next call.

  5. Through the day

    Quality review

    Every interaction is checked against your standards: accuracy, approved language, contact preferences and tone. Anything risky goes to a QA analyst the same day.

  6. Coaching time

    Coaching

    Team Leads coach each person on the specific moments that affected quality. Trainers update modules when a pattern appears.

  7. End of day

    Daily reporting

    NAS-AI shows how the function performed. Your Operations Analyst reviews the trends and adds improvement ideas to the backlog.

Data-driven quality assurance

QA on all of your interactions, not a sample

In a function we run, QA reviews every interaction instead of a sample: accuracy, required disclosures, approved language, contact preferences and a respectful, pressure-free tone. Reviewers are calibrated against all of your interactions, so problems are caught early instead of after they repeat.

Sample-based QA

  • A small share of interactions reviewed
  • Scores vary from reviewer to reviewer
  • Coaching based on a few examples
  • Problems found after they repeat

Insaan data-driven QA

  • Every interaction reviewed
  • Reviewers calibrated against the data
  • Coaching on the exact moments that matter
  • Risks flagged early and fixed fast

The KPI framework

How we set and track KPIs

We agree the KPIs with you in three layers. The outcome is the business result. Drivers are the measures that move it. Activities are what the team does every day to move the drivers. When an outcome slips, the tree shows exactly where to look.

Example tree for a customer support function. Your KPIs and targets are set with you.

Outcome

Customer retention

The result you care about most: customers who stay with you and keep buying.

  • Driver

    Resolved on first contact

    • Activity: Knowledge base accuracy
    • Activity: Routing accuracy
    • Activity: Training completion

  • Driver

    Fast, reliable service

    • Activity: Response time
    • Activity: Backlog kept low
    • Activity: Follow-ups completed on time

  • Driver

    Customer trust

    • Activity: Quality score
    • Activity: Coaching sessions delivered
    • Activity: Complaint follow-up

Example KPIs by function

Customer Experience
Outcome
Customer retention
Drivers
First-contact resolution, customer satisfaction, response time
Activities
Quality score, tickets resolved, follow-ups completed
Revenue as a Service
Outcome
New revenue from qualified leads
Drivers
Speed to lead, contact rate, meetings booked
Activities
Leads called, follow-ups completed, CRM dispositions
Back Office
Outcome
Accurate work delivered on time
Drivers
Accuracy rate, turnaround time, backlog
Activities
Orders and documents processed, records updated, exceptions logged

Control stays with you

Visibility and approvals

NAS-AI, our operational intelligence platform, gives you live visibility into the function, so you don’t have to wait for a report or ask for an update. Major decisions still come to you for sign-off.

What you approve

  • The scope of the function and the problems to solve
  • The future-state design and the technology route
  • The KPIs and quality standards the function is measured on
  • Go-live readiness and each cutover stage
  • Process changes and new automation
  • Changes to scope and team size

What you see in NAS-AI

  • KPI performanceOutcome and driver KPIs over time, against the targets you set.
  • WorkloadVolumes, queues and staffing, so you see pressure before customers feel it.
  • Quality and complianceScores from the review of every interaction, with flagged risks.
  • Improvement backlogWhat we plan to improve next, and what is waiting for your approval.

Your review cadence

  1. Live

    NAS-AI

    Performance, workload and quality, any time you want to look.

  2. Weekly

    Performance report and check-in

    Results against KPIs, what changed, and what we are doing about it.

  3. Monthly

    Business review

    Trends, quality themes, risks and proposed improvements.

  4. Quarterly

    Strategic review

    Scope, capacity and the improvement roadmap for the next quarter.

Your three options

In-house, traditional outsourcing and Insaan compared

Each option can work. The comparison below covers the areas that usually decide whether a function runs well.

Process design

Insaan full outsourcing
Assessed and redesigned before we staff it
Build in-house
Designed by your team, on top of running the work
Traditional outsourcing
Usually takes your process as it is

Talent

Insaan full outsourcing
A team in our Amman hub with fluent English and American accents
Build in-house
Limited by your local market and budget
Traditional outsourcing
Often hired to fill seats at the lowest cost

Team

Insaan full outsourcing
Dedicated to you and never shared
Build in-house
Yours alone
Traditional outsourcing
Often shared across several accounts

Technology

Insaan full outsourcing
New software or a workflow layer on your stack
Build in-house
You buy, connect and maintain it
Traditional outsourcing
Works in your tools, rarely improves them

Quality

Insaan full outsourcing
Every interaction reviewed, including accuracy and approved language
Build in-house
Limited by your QA capacity
Traditional outsourcing
Usually a small sample of interactions

Leadership

Insaan full outsourcing
Operations Analyst from day one, Function Manager from go-live
Build in-house
Your managers carry all of it
Traditional outsourcing
An account manager at a distance

Visibility

Insaan full outsourcing
Live performance data in NAS-AI
Build in-house
Whatever your tools report
Traditional outsourcing
Often a monthly report

Improvement

Insaan full outsourcing
A standing improvement backlog, reviewed with you
Build in-house
When your team finds the time
Traditional outsourcing
Often outside the agreed scope

Your effort

Insaan full outsourcing
Focused: set direction, review results, approve changes
Build in-house
High: hiring, training, scheduling, coaching
Traditional outsourcing
Ongoing: managing the vendor and closing gaps

Continuity

Risk and continuity controls

When you hand us a whole function, it has to keep running when someone is out sick, a peak hits or a person leaves. We put these basics in place on every account.

  • Coverage planning

    Workforce management forecasts demand and schedules to it, with backup plans for holidays, peaks and absences.

  • Cross-training

    Every critical task has more than one trained person, so no single absence stops the work.

  • Documented playbooks

    Every process is written down, versioned and kept current, so know-how stays with the function.

  • Role-based access

    People can reach only the systems and data their role needs. Access changes when roles change.

  • Monitored workstations

    Your team works from secure, monitored workstations at our Amman hub.

  • Confidentiality agreements

    Every team member signs a confidentiality agreement before working on your account.

  • Compliance review

    Your required disclosures, approved language and contact preferences are part of the quality scorecard, and every interaction is checked against them.

  • Continuity planning

    We agree with you how the function keeps running through disruption, and write it down.

Your specific security and compliance requirements are reviewed during Assess and written into the design.

Glass-walled suites at the Insaan Global Amman hub

Our Amman hub

Where your function runs

Your function runs from our hub in Amman, Jordan. Your team is hired for fluent English with American accents, good judgment and a calm, respectful way with people. Before they speak to any of your customers, they are trained deeply on your product and processes.

  • A team dedicated to your account
  • Trained on your product and approved language
  • Led on site by your Function Manager
  • Working to US hours and your standards
Visit our Amman hub Industries we serve

Fit check

Full 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 want the function to keep improving over time

The alternative

Co-sourcing, if you want to keep leading the function

With co-sourcing, a dedicated Insaan team works alongside yours, on your tools and processes, while your managers keep leadership. Many companies start there and move to full outsourcing later. By then our team already knows your operation, so the move can be planned around work that’s already running.

  • You keep leadership and direction
  • We add capacity and skills
  • A path to full outsourcing when you are ready
Explore co-sourcing

FAQ

Full outsourcing questions

Who manages the team?

Your Operations Analyst is assigned from day one and knows the operation inside out. At go-live, a Function Manager takes over day-to-day leadership and is accountable for results.

Do we lose control by outsourcing the whole function?

No. You set the standards and KPIs, approve the design, and see live performance in NAS-AI. We run it; you stay in control.

Is the team shared with other clients?

No. Your team is dedicated to your business and is never shared across accounts.

How long does it take to go live?

It depends on the size of the function, how much technology work the design needs, and how many people we hire. We agree a realistic plan with milestones during the Design phase, and we do not go live until the readiness checklist is signed off.

What happens to our current team?

That is your decision. Some companies move their people into other roles, some keep a small team to oversee the partnership, and some choose co-sourcing so their team keeps working alongside ours. We plan the transition around what you decide.

Do we have to change our tools?

No. We often build a workflow layer on top of the tools you already use. If a tool needs replacing, we explain why in the Design phase and you approve it before anything changes.

Can we start with part of a function?

Yes. Many companies start with one piece, such as after-hours customer support or order processing, then extend the scope once it runs well. If you want to keep leading the function yourself, co-sourcing may suit you better.

Who will be talking to our customers?

A dedicated team at our Amman hub, hired for fluent English, American accents and a calm, respectful manner. They are trained deeply on your product and processes before they speak to a single customer.

How do you protect our customers’ data?

Access is limited to what each role needs, our people work on secure, monitored workstations, and every team member signs a confidentiality agreement. We also build your compliance rules into quality review, so every interaction is checked against them.

Explore Business Experience

How we engage

Functions we run

Talk to us about handing over a function

Tell us which part of your operation you want to hand over. We’ll start with an assessment of how it runs today and show you what the roadmap would look like for your business.

Book a BX assessment Or explore co-sourcing