Nearshore BPO: customer support, sales and back-office
Dedicated bilingual teams from LATAM that work inside your CRM, your tooling and your time zone — indistinguishable from a local hire to your customers, at a fraction of the cost.
The Xternus core. We design, document and operate the three functions where a dedicated nearshore team has the most leverage: customer support and CX, sales development and revenue ops, and recurring back-office.
Every team starts in 4–6 weeks, runs on written playbooks and auditable SLAs, and reports on a shared dashboard from day one. We agree the scope with you (a full process, a part of it, a market or a campaign) and how the team integrates with yours: side-by-side reinforcement or a stand-alone pod.
Multilingual coverage on demand: English and Spanish always; German, French, Portuguese and Italian where the market needs them.
Customer support: high volume, high standards
L1 and L2 technical support, ticket triage, omnichannel customer service and post-sales operations. Agents with written playbooks, clear SLAs and structured escalation back to your team.
Native bilingual coverage (English/Spanish) with European languages on demand. Common stacks: Zendesk, Intercom, Freshdesk, HubSpot Service, Salesforce Service Cloud.
Sales development: a system, not heroics
Dedicated SDR pods, outbound campaigns, sales admin and lifecycle nurture. SDRs that prospect, qualify and book meetings against your ICP and your sales playbook — same time zone as your AEs.
Stack-native: Salesforce, HubSpot, Outreach, Salesloft, Apollo. Visibility into every dial, email and meeting on a shared dashboard.
Back-office: the invisible engine
Recurring administrative processes, billing operations, data entry with built-in QA, document handling and listing/transaction ops. Standardised playbooks and elastic capacity without payroll debt.
Ideal for recurring volumes with seasonality or processes that today depend on a single person and don't scale with internal hiring.
Beyond what we deliver, here's how we run it: hours and coverage, fully managed teams, sales-team start-up risk and what to expect if it's your first BPO.
Hours & coverageWe adapt to your operation, not the other way round
We don't ask you to fit your business into our shifts. We design the staffing mix once we understand how your business actually runs — when peaks happen, which channels need coverage, which time zone your customers expect.
Fully managedYou're hiring a service, not people
Everything that comes with running a team — recruiting, contracts, payroll, training, supervision, peak coverage and absence backfill — is on us. You get a service that works and the metrics on how it's working.
Recruiting & selection
We source, screen and train the right profile for your operation. Sector knowledge when it's needed.
HR & compliance
Contracts, payroll, local labour compliance, leave and replacements — all on us. No load on your people team.
Continuous training
Structured onboarding plus reinforcement training throughout the engagement. Knowledge doesn't stagnate.
Real-time visibility
Proprietary supervision tooling tracks activity, productivity and quality per agent by the minute.
Backup capacity
We keep trained profiles on standby for sudden peaks or unplanned absences. Your operation doesn't skip a beat.
Documented processes
Every engagement has a written operations manual, an escalation map and detailed follow-up protocols. Auditable any time.
For sales teamsWider start: cutting first-month risk
Sales projects have a specific program. The first two months separate teams that sell from teams that don't, so we start with more people than needed and keep those who hit the bar.
More people than needed in month one
- We onboard a wider team to start
- After a few weeks we keep the people hitting the performance bar
- You only pay the final team
- We carry the start-up risk
Motivated teams, very low churn
- 98% of sales projects clear the 2-month start-up window
- Churn well below industry average
- Committed people, not interchangeable seats
- Performance KPIs agreed before go-live
The same data we see, in real time
- Live shared dashboard with up-to-date results
- Auditable sales KPIs
- Weekly joint review with the internal sales lead
- Monthly leadership review on both sides
Is this your first BPO?We make the first step painless
Many mid-market companies have never worked with a BPO. The friction of that first step — how to explain it internally, what happens to quality, how to carry over culture — is exactly what Xternus is built to solve, delivering in-house quality from day one.
Free diagnosis
We analyse your current operation, volumes, KPIs and what makes sense to outsource — and what doesn't. No sales pressure. If something doesn't make sense, we say so.
Joint model design
We define together which part of the process we operate and how we relate to your team (reinforcement or independent pod). The proposal adapts to your culture, not the other way round.
Hand-held go-live
Xternus leadership walks the first weeks with you. We don't disappear after signature. We calibrate together until the team performs as if it were yours.
2-month minimum commitment
First commitment is 2 months to validate the model with real data. After that, the contract is open and cancellable with 10 days' notice and no penalty.
Start-up guarantees
The diagnosis is free. The service is billed monthly with a 2-month minimum to validate the model with real data; after that it cancels any time with 10 days' notice and no penalty. All knowledge generated — operating playbooks, processes, dashboards — stays inside your company.