2017
Established
500+
Clients Served
200+
Team Members
120+
Active Campigns
24/7
Operations
Customer satisfaction is our first priority, and the second is growth. Here is what our clients have to say about our service.
SaaS BPO services involve assigning defined business processes to an external outsourcing team from a software-as-a-service company.Β
Depending on the business, these processes may include customer communication, Level 1 support, onboarding assistance, sales support, CRM management, lead generation, and administrative work.
SaaS BPO is different from software development outsourcing because the outsourced team typically manages operational processes rather than building the core software product.
Yes, an outsourced team can be trained to handle defined product-related processes when suitable documentation, workflows, and training materials are available.Β
Training may include product navigation, common customer questions, account procedures, approved troubleshooting steps, escalation rules, and communication standards.
Highly technical issues should still be routed to internal specialists when they fall outside the outsourced team’s approved support scope.
Outsourced team members can work within client-approved systems when the required access and permissions are provided. The exact setup depends on the platforms, workflows, responsibilities, and security requirements involved.
Access should be limited according to each team member’s role so employees only use the systems and information required to perform their assigned tasks.
Complex technical issues should be escalated to the appropriate internal specialist according to a documented escalation process. An outsourced Level 1 team can collect relevant information, categorize the issue, complete approved troubleshooting steps, update the ticket, and route unresolved cases.
Software defects, security problems, infrastructure incidents, and complex product issues generally require internal engineering or specialist involvement.
Processes requiring deep product ownership, strategic decisions, sensitive authority, or advanced technical expertise often remain in-house. These can include product development, software engineering, security incident management, product strategy, enterprise account decisions, and high-level customer success planning.
Yes, support coverage can be structured outside a SaaS company’s normal office hours when the service scope requires it. Call Point operates 24/7, allowing team schedules to be designed around different customer markets and time zones.
The actual coverage model depends on required channels, workload, staffing needs, and the responsibilities assigned to the outsourced team.
SaaS outsourcing costs depend on the size and complexity of the required operation. Important factors can include team size, working hours, communication channels, ticket or task volume, required skills, product-training requirements, technical complexity, management support, reporting needs, and contract scope.
Call Point uses customized quotations rather than applying one standard price to every SaaS operation.
