A boutique Operations consulting firm for companies with 200 to 2,000 employees.
We work with companies that have grown faster than their operations — and need to bring order, scale capacity, or integrate AI into Customer Service, Back Office, and Sales without slowing the business down. Senior specialists, international talent, applied technology — all under one accountable team.
A firm built for the work, not for the powerpoint.
Xternus integrates as part of your organization to guarantee quality and continuity, reduce costs and risks, and deliver measurable results from day one. We combine specialized consulting capability, a curated network of senior experts, and AI-native delivery — depending on what your situation actually needs.
Our distributed operating model lets us assemble teams quickly, scale up or down without friction, and bring international expertise to clients who would otherwise have to build it from scratch.
“To make business transformation accessible — by removing the friction between knowing what to do and actually getting it done.”
Help companies grow with the right combination of people, process, and technology — without the overhead of hiring global talent, building consulting capability, or rolling out AI on their own.
Four steps, one accountability.
Every engagement follows the same arc — from understanding the real problem to compounding the result. Each step has named owners on both sides, and explicit exit criteria.
Discover
We start by listening. A focused diagnostic to understand your business, your constraints, and the outcome that actually moves the needle — not the one that fits a template.
Design
We co-design a path with measurable milestones. You get a plan that names trade-offs explicitly and a team that owns the result alongside yours.
Deploy
We integrate with your organization and execute. Outsourced specialists, distributed teams, and the right technology, working as part of your operation from day one.
Scale
We hand over with knowledge transfer and stay accountable for outcomes — not deliverables. The model is built to compound, not to renew.
Three ways to work with us.
We do not force-fit clients into a single model. Pick the one that matches your situation — or combine them as the program evolves.
Hybrid
A blended team of Xternus experts and your in-house people, working under shared accountability. You keep ownership; we bring specialized capability and pace.
- Multi-quarter transformations with internal capacity gaps
- Programs that need both strategy and execution depth
- Teams that want to build internal muscle, not just buy hours
Services
We take end-to-end ownership of a defined scope: research, design, build, or operations. You define the outcome; we deliver it with our methodology and our people.
- Discrete projects with a clear scope and timeline
- Capabilities you do not want to build internally
- Specialized expertise on demand, without long-term commitments
Talent
Senior professionals from our distributed network embedded directly into your teams. International talent without the overhead of international hiring.
- Filling specialized roles fast and reversibly
- Augmenting product, data, or operations teams
- Accessing global expertise without geographic constraints
Six principles that show up in every engagement.
These are not aspirations on a wall. They are the criteria we use to take or pass on work, and the standards we hold ourselves to when nobody is watching.
Excellence
We deliver outcomes that hold up under scrutiny — measurable, defensible, and built to last beyond the engagement.
Collaboration
We integrate as part of your team. No handoffs, no walls between strategy and execution — just shared accountability.
Innovation
We bring applied AI and proven technology where it earns its place — never as a gadget, always as a lever.
Integrity
We name trade-offs explicitly. Transparent pricing, honest scoping, and decisions you can defend internally.
Empathy
Every transformation is a human problem first. We start by understanding the people, then the systems.
Global mindset
Distributed by design. International talent and local context, working together without the friction of borders.
A distributed firm, built to compound.
The numbers behind the build-vs-partner decision.
average absence per worker in Spain in 2024, up from 80 h in 2019
Randstad Research / Consejo General de Economistas, 2025
monthly labor cost per worker in Spain in Q4 2025
INE, Encuesta de Coste Laboral Q4 2025
average length of a hiring process in Spain, according to Robert Walters
Robert Walters Spain Hiring Survey
average total cost saving vs. an equivalent in-house team with a Xternus team
Internal Xternus analysis on active accounts
The cost of growing in-house in Spain.
Scaling a sales or customer service team in Spain today means rising labor costs, a tight market and regulation that makes adjustments difficult. The data speaks for itself.
“Each Spanish worker went from missing 80 hours a year in 2019 to 114.6 hours in 2024. Absenteeism already accounts for 8.1% of Spanish GDP — comparable to the country’s annual education budget.”
of contracted hours lost to absenteeism in Spain (all-time high, Q1 2025)
Randstad Research, Q1 2025
average time to fill a sales role in Spain, according to LinkedIn
LinkedIn Talent Insights
year-over-year labor cost growth in Spain in 2025, above inflation
INE, Q4 2025
to get a Xternus team operational and productive, vs. 2–3 months for in-house hiring
Xternus operating model
In-house, big BPO, or a boutique team.
Most operations decisions still come down to one of three options. Here is how they actually compare — line by line, no marketing spin.
Salaries, social security, tools, office, training budgets — all on payroll, all the time.
You pay only for the capacity you use. No idle headcount waiting for the next quarter.
2–3 months on average to hire in Spain, plus onboarding before anyone is productive.
Team operational and contributing in 4–6 weeks, with a transition plan written upfront.
Every change means a hiring round or a layoff round — both slow, both expensive.
Scale up or down by hours, profiles or functions, with monthly adjustments.
Contracts, payroll, sick leave, compliance, training, performance reviews — your problem.
Xternus runs everything. You get one invoice and one accountable partner.
A tight Spanish market makes senior profiles slow to land and expensive to retain.
A curated bench of senior operators with proven track record in your domain.
Reorgs, retrainings and severance every time the strategy moves.
Monthly adjustments to scope, roles or capacity without restructuring anything.
Your best people get pulled into operational firefighting and stop compounding value.
Your team stays on what only they can do. Xternus runs the rest.
Severance, sick leave, rotation, audits, inspections — all on your balance sheet.
No payroll liabilities. No labor disputes. The team is delivered, not hired.
One sick leave or one resignation can break a service-level commitment.
Team design includes coverage. Continuity is guaranteed across the team, not the individual.
Operational metrics live wherever someone built a dashboard last quarter.
Operational metrics, raw data access and weekly reviews are part of the engagement.
More about us.
People & story
The team behind Xternus and the journey from ZoomWorkers to today.
Meet the teamCommitments
What we owe our clients, our people, our shareholders, and the communities we operate in.
Read our commitmentsAlliances
The technology and delivery partners that extend what we can ship for our clients.
See our partnersThe short answers, in the open.
Who are we?
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A consulting firm specialized in operations and processes for customer service and sales at organizations between 200 and 2,000 employees. We bring practical operational experience to improve performance and scalability.
What is our mission?
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To turn contact centers and sales operations into sustainable performance and growth engines, through organizational, process and operational improvements.
Who do we serve?
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Mid-sized companies and business units inside larger organizations that have mid-sized customer service or sales teams and need to professionalize, scale or transform their processes.
Where do we operate?
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In core markets across Spain and Europe, with capability for cross-border projects. We adapt to local regulatory and operational needs.
What project size do we take on?
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We focus on operationally impactful initiatives that fit the structures and budgets of companies between 200 and 2,000 employees — from targeted optimizations to multi-site scaling programs.
Who is on the team?
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Senior operations consultants, ex-contact-center directors, process specialists and change management experts. We assemble mixed teams that combine strategic experience with operational execution.
How do we work?
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We use a methodology grounded in actionable diagnosis, impact prioritization, fast piloting and controlled scaling — with clear governance and capability transfer to the client.
How do we handle confidentiality and compliance?
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We sign NDAs and apply solid governance and data control practices. Our recommendations are adapted to the regulatory and security requirements of each client.
What results can clients expect?
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Improvements in operational efficiency, service quality, commercial metrics per contact, and a more scalable and repeatable operating base. Each project defines concrete indicators from day one.
How is the contractual relationship structured?
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We offer flexible models: scope-based projects, retainer for ongoing accompaniment, or a mix of both — always with defined deliverables and success criteria.
What sets Xternus apart from other consulting firms?
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We combine field operational experience with a pragmatic execution focus: we don’t just define solutions, we help implement them and leave internal capabilities behind to sustain the results.
How do clients get in touch?
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Request an initial conversation by email or form. After a brief context-gathering call, we propose an initial diagnosis to identify priorities and next steps.
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