01
Call centers, customer service and technical support
Agents help customers before and after purchase, follow up on orders and handle first-line technical issues.
Phone · Email · ChatB2B outsourcing · BPO
People at
the controls.Tech at their side.
Business process outsourcing (BPO) lets you hand off business functions to a bilingual team. Our agents run day-to-day operations with the support of software and AI.
Services
From customer service to IT operations.
Hand off the functions that make sense for your business. Our teams work in English and French, with Spanish available on request.
02
Administrative and operational back-office
We handle internal requests, coordinate follow-ups and keep records current using your procedures.
Request handling · Coordination · Case follow-up03
Accounting, finance and document management
We support your team with invoice processing, administrative account follow-ups and filing supporting documents.
Invoices · Supporting documents · Accounting and finance support04
Data entry and information management
We enter, verify and update information in the tools you use. Discrepancies are flagged for your team.
Data entry · Verification · Database updates05
Outsourced human resources
We handle HR support tasks, from initial screening using your criteria through to coordinating onboarding.
Applications · Interviews · Employee records06
Sales and outreach
We reach out to prospects, qualify their interest and book appointments. We can also support campaigns and product launches.
Qualification · Follow-ups · Appointment setting07
Information technology
Our specialists support web and software projects and can help with infrastructure, IT support and cybersecurity.
Development · Infrastructure · Cybersecurity08
Automation and AI
We automate sorting and reminders, connect your tools and define when an agent should review a result or take over.
Workflows · Integrations · Data analysis09
Content and digital marketing
We write and design campaign materials, optimize content for search and support your social media channels.
SEO writing · Social media · Graphic designIn practice · Illustrative example
A customer wants to cancel. Who steps in?
A shop gets a message from a customer who needed her order before an event. Here’s how our team could handle the case.
The request is flagged
AI spots the urgency and brings together the message, order and customer history.
An agent checks the situation
They look up tracking and call the customer to find out when she needs the order.
The agent offers a solution
Following the shop’s rules, they offer express shipping or a refund. Exceptions go to a supervisor.
The case is closed
The agent confirms the choice in writing. The system updates the case and schedules a reminder if needed.
Industries
Different industries, different needs.
Explore typical assignments and the metrics we can track with your team.
Retail and e-commerceOrder tracking and after-sales support
- Typical assignment
- Our team handles delivery inquiries, exchanges and returns using your policies. It can also extend customer service coverage during promotions and peak season.
- Metrics to track
- First response time, resolution time and reopened cases.
Banking, mortgage and real estateFile follow-up and lead qualification
- Typical assignment
Our agents route inquiries, identify missing documents and coordinate follow-ups. They send prepared files to your team for review and decisions.
Our agents call incoming leads, record their needs using your criteria and prepare document checklists. Your team receives files and booked appointments with the relevant context.
- Metrics to track
Files complete at first handoff, turnaround time and backlog.
Time to call back, appointment attendance and file completeness at handoff.
InsuranceIntake and administrative follow-up
- Typical assignment
- Our agents collect the required information, acknowledge documents and communicate progress. Coverage questions and decisions go to your team.
- Metrics to track
- Time to first action, complete files and follow-ups completed on schedule.
Healthcare, telemedicine and paramedical servicesScheduling and patient support
- Typical assignment
- Our team handles appointments, confirmations and cancellations, and answers administrative questions under your procedures. Clinical requests go to your care team.
- Metrics to track
- Missed appointments, callback time and reallocated appointment slots.
Hospitality, tourism and travelHotel bookings and guest support
- Typical assignment
- Our agents confirm stays, handle booking changes and answer pre-arrival questions. They can help cover seasonal peaks or service disruptions.
- Metrics to track
- Response time, completed booking changes and peak-season backlog.
TelecommunicationsFirst-line technical support
- Typical assignment
- Our team checks symptoms using your procedures, documents the tests performed and hands complex incidents over to your specialists with the full history.
- Metrics to track
- First-contact resolution, escalation rate and time to first action.
Education and trainingEnrolment and learner support
- Typical assignment
- Our agents answer enrolment questions, follow up on incomplete forms and help participants access their learning platform. Admissions decisions go to your team.
- Metrics to track
- Complete applications, response time and resolved access requests.
Media, communications and marketingContent production and campaign follow-up
- Typical assignment
- Our team coordinates briefs, the editorial calendar and approvals. After launch, it can qualify campaign leads and route inquiries to your sales team.
- Metrics to track
- On-time delivery, approved content and time to follow up with leads.
Recruiting and human resourcesInitial screening and interview coordination
- Typical assignment
- Our agents check applications for completeness, collect the information specified in your screening guide and schedule interviews. Your team makes the hiring decisions.
- Metrics to track
- Candidate response time, interview attendance and complete files.
Up to CA$50,000 in savings per engagement
A dedicated account director oversees your engagement. Our teams handle repetitive tasks using standardized processes and automation tools to lower your costs and give your staff more time.
Our approach
Start with one process and build from there.
- 01
Define
We pick a process, agree on who does what and set turnaround and quality targets. We exchange documents with you through secure cloud services hosted in Canada.
- 02
Test
A team handles an initial workload using your tools and procedures.
- 03
Refine
We review the results together before expanding the scope.
Technology ecosystem
Your tools stay central.
At kickoff, we review your tools, the access the team will need and who signs off. Here are examples of platforms your business might use.
Customer service and sales
Salesforce
Zendesk
Commerce and marketing
Shopify
Facebook
Accounting and operations
QuickBooks
SAP
Sage
Collaboration
Google Workspace
Microsoft 365
What would you hand off first?
Tell us about your workload, what you need covered and the tools you already use.
Philanthropy
Supporting education in rural Morocco
ExternaTech is committed to putting 3% of its gross profits toward education projects in rural Morocco. Our approach is to work directly with local schools, teachers and families.
Our priorities include school supplies, classroom renovations and access to learning resources.
