People + Management + KPIs
We build and manage BPO teams for sales, lead follow-up, customer service and back-office operations — with KPI reporting that shows exactly what your team is producing.
The Real Problem
You don't just need another employee. You need someone who knows what they're supposed to produce, management that holds them accountable, and reporting that tells you whether they're actually performing.
KPI Reporting
Your team works for you. You should be able to see what they're producing — calls, contacts, conversations, qualified leads, appointments and sales — without chasing updates.
KPI reporting is not an add-on. It's part of how Scaling Squad operates.
| Agent | Calls | Contacts | Convos | Qualified | Appts | Sales |
|---|---|---|---|---|---|---|
| A. Rivera | 42 | 18 | 11 | 6 | 4 | 2 |
| M. Santos | 38 | 15 | 9 | 5 | 3 | 1 |
| J. Khan | 45 | 21 | 13 | 7 | 5 | 2 |
| L. Cruz | 31 | 12 | 8 | 4 | 2 | 1 |
Lead Follow-Up & Openers
AI can generate the lead. Automation can route the lead. But someone still has to call it, follow up and create the conversation.
KPIs We Track
We define the KPIs with you up front. We do not promise unverified performance numbers.
Solutions
People focused on turning opportunities into conversations, appointments and customers.
Support that resolves issues, protects retention and keeps accounts healthy.
Repeatable operational work done consistently and measured.
Beyond Call Center
Our capabilities extend beyond traditional call-center roles. Depending on the role and requirements, we can help businesses source specialized professionals and operational talent.
We evaluate fit based on whether the work can be clearly defined, trained and measured — not on aggressive promises.
Specialized roles are evaluated case by case. We do not claim licensed or regulated placements without verified capabilities.
AI + Humans
We don't believe every task should be automated. We use AI and automation where they create leverage. We use trained people where human interaction matters. And we measure both against the KPIs that actually matter.
Leverage for routing, prioritization, scripts and repetitive steps.
Trained humans for conversations, judgment and relationship work.
We measure what produces outcomes — not what sounds modern.
Our Process
Role, volume, workflow and success definition.
Recruit, screen and place the right people.
Coaching, accountability and daily operations.
Clear reporting on what the team produces.
Scale The Roles That Work. Replace The Ones That Don't.
Who We Help
If the work can be clearly defined, trained and measured, we can evaluate whether outsourcing makes sense.
Case Studies
Real operating changes, presented the way we think about performance.
Ready?
Tell us what you need your team to produce. We'll show you how we would structure the roles, KPIs and reporting.