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Run your BPO on evidence a client can check themselves
Your client's own system records every case you closed for them. The hours that closed them, and the coverage behind the SLA, sit in a spreadsheet you rebuild each month.
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Alia Services
Digital Estimating
Oklahoma Heart Hospital
Walk into the client review with the month attached
Without Insightful
An hour gets questioned, nobody can show the work, and it is written off.
The client flags the gap, and by then the month it happened in has closed.
The account review gets rebuilt by hand the night before, every single month.
The next account is quoted before anyone checks what the current teams run at.
The end client's security team asks, and the answer is a promise rather than a setting.
With Insightful
Hours captured against the client, project and task, with the activity attached.
Coverage and throughput by account and by shift, read while the month runs.
A scoped login shows each client their own hours, approvers and activity.
Whether the next account staffs from the agents already here, checked first.
Each client's data in its own environment, with no shared infrastructure.
See an SLA slipping before the client flags it
Coverage and throughput are read against each account's queue while the day is still open, so a gap shows before it reaches the SLA report.
- Read SLA performance across every team, account and shift
- Catch a throughput drop before it becomes a client call
- Share a scoped client login so proof never needs rebuilding
Answer a disputed invoice line with the work behind it
Hours are captured automatically as work happens. Anything added by hand routes to a named approver first, and every entry lands in a record no one can quietly edit later.
- Carry the activity behind every billable hour into the client review
- Find where billable capacity leaks, by team and by site
- Show the approver on every manual edit before the client asks
See the month before the client does
Spread two clients' peaks before one team absorbs both
Hours and after-hours work are read across the floor and split by the accounts each agent covers, so a double peak shows while the roster can still move.
- Compare hours and workload across the floor, side by side
- Read after-hours work as a trend through the delivery month
- Move agents while the concentration is still visible
Show each end client that its data stays separate
A BPO holds data from several clients at once, which makes isolation the first question an end client's security team asks. Here it is a setting.
- Keep each client's data in its own environment, never shared
- See unapproved tools on a client account before they become a finding
- Hold the admin record a client's auditor asks for on the Audit Logs add-on
What a client's security questionnaire asks for
Narrow by design: Insightful holds the shape of the work and not its content, and deployment runs where the contract requires rather than where we would prefer.
Three answers to bring to the next client review
Together they show where each client's hours went, which account runs under its margin, and whether the SLA report holds up when a client checks it.
Where did this client's hours go?
Hours against the client, project and task, with the activity behind each line.
Which account is under its margin?
Coverage and utilization per account, read against what the account was quoted at.
Would our SLA report survive a check?
A scoped client login, so the client reads the same record rather than our summary.
What a BPO can show a client at the monthly review
Delivery, finance and the client's own reviewer read the same hours when the month closes, so a questioned line is answered from the record.
Every system your BPO team runs on, connected
Insightful connects to the project, HR and helpdesk tools a BPO already runs on. You can talk to your work data with MCP connectors.
Stop rebuilding the delivery month the night before
What enterprise leaders ask us most
BPO software reports the hours, coverage and evidence behind outsourced delivery, account by account. Insightful is a work insights platform. It collects hours, application use and meeting load from desk-based teams and reports them by team, each measure against the period before. For a BPO that means each client's hours, the approver on any manual edit, and coverage against every account's queue. Call quality sampling and handle-time QA are covered on the Call Center page.
Yes, scoped to their own account. A client login shows that client's hours and nothing else, so a questioned line is answered from their own view rather than from a spreadsheet somebody rebuilt the night before. What they see is the hours, the approver on any manual edit, and the activity behind them. What they never see is another client's account.
Each client's view is scoped to their own account's hours. Deployment can run on-premise or through your own directory where a contract requires it. Collection scope is set per client team before deployment rather than after. With the Audit Logs add-on, every admin change in the workspace is held in a record no user can alter, which is what a client's security questionnaire asks for.
Yes. It runs on the Insightful desktop application on Windows, macOS and Linux, deployed from your MDM or through Active Directory with no seat minimum, so agents at home, in a delivery center or split across sites all report the same way, by team, including operations across the US, LATAM, the Philippines and EMEA. Work setting shows as office or remote rather than as anyone's location. A field or facilities workforce without a primary computer is not covered, which is worth settling before an account is scoped.
Certified: SOC 2 Type II. Compliant: HIPAA, GDPR and CCPA, which are regulations rather than certifications. The wording is deliberate, because a client's reviewer will check it. Underneath that, AES-256 at rest, TLS 1.2 in transit, keys in Google Cloud KMS, and residency in the US, the EU or Saudi Arabia, or on-premise. Documentation is available under NDA.
