Frequently Asked Questions

Business Process Outsourcing, or BPO, refers to the process of contracting standard business functions to be handled by a party outside of the company.

Connext is different than a typical outsourcing firm because we allow clients to start at any size and scale as they see fit. We customize our services to individual client needs and execute with unparalleled reliability and quality. We are built on a co-management model that retains training and quality control with the client, while we execute in HR and Operations.

We try to make the process of building an offshore team as easy as possible for our clients. The time usually differs based on complexity and time of the project but the general process is as follows:

1. Discovery (Day 1)
2. Consultation (Day 2)
3. Recruitment (Day 3-14)
4. Decision (Day 14-21)
5. Onboarding (Day 14-30)

Connext completely customizes our outsourcing solutions. We recruit and implement cross-functional teams based on individual client needs. Some of our most common outsourced roles are:

1. 24/7 Customer Service
2. Back Office Support
3. Accounting
4. Healthcare Support
5. Tier 1/2 Help Desk
6. IT and Development
7. Engineering
8. Marketing Specialists

Typical outsourcing firms require minimum commitments of 5 to 50 employees. At Connext we allow clients to start with as little as 2 full-time employee and scale as they see fit.

One of the best things about Connext is our co-management structure. Each Connext client is assigned a Service Delivery Manager located in the same country as the team members.

This manager helps with onboarding and managing employees from an HR and Operations perspective. They check in with the team members and conduct performance improvement plans and coaching for assigned employees at the direction of the client.

We protect your data by providing all employee equipment and making sure that no information is stored on our servers. All of our clients use virtual desktop software and/or web-based systems. In addition, we conduct background checks of all of our employees.

In office, we have biometric security, 24/7 IT support, physical security, and paperless office space.

Think of your Connext team as an extension of your onshore team. You can extend licenses from any of your internal communication tools, including:

1. Zoom
2. Microsoft Teams
3. Google Meet
4. Webex
5. Skype
6. Slack
7. Email

Outsourcing provides both long and short-term benefits for growing businesses. However, it also presents a certain set of challenges. These are important to understand in order to make sure your outsourcing experience is beneficial. Here are the largest challenges in outsourcing:

1. Outsourcing the wrong tasks/functions: Our strategy team will help advise you on what roles/tasks are better offshore and what should be kept in-house.
2. Lack of quality – The partner you choose is important in ensuring quality control and employee retention. Connext retains 80% of our workforce annually.
3. Poor communication – Offshore teams should be communicated with as often as your onshore teams to encourage clear expectations and connection with your company culture.
4. Unrealistic expectations – Unicorns are difficult to find, whether they are onshore or offshore! Our team can help guide you on creating a job description for success.

On top of the best employees in the outsourcing industry, Connext provides:

1. State of the art facilities
2. Equipment (Computer and Software)
3. Management
4. Consulting
5. 24/7 Support

Our agreements are month-to-month with a 30-day termination period. We understand that the needs of your business will change, grow and adapt. For this reason, we have flexible terms that can grow with your organization.

Our monthly bill rates are based on cost of the employee (variable by role), flat rate management fee (tiered based on headcount), and office space requirements.

We don’t like hidden fees – once we have your monthly rate, there are no additional fees outside of pre-approved overtime charges. Talk to one of our team members to get a more accurate quote for your business!