BPO Operations
Necodex structures delivery by business function, not by isolated seats. We standardize the workflow, staff it with bilingual teams in Mexico, and take responsibility for the metrics the function is measured on.
Bilingual: English and Spanish
Teams based in Hermosillo, Sonora
U.S. time zones
Coverage aligned to MT, CT, and EST
Voice, chat, SMS, email
Plus back-office and engineering work
One U.S.-to-U.S. invoice
All inclusive, billed bi-weekly
The Operating Commitment
You are not buying hours: we define the KPI set with you, report against it, and run the coaching, QA, and process changes required to improve it.
01
What the operation is responsible for, where it starts, and where it hands back to you.
02
Answer rate, response time, booked appointments, lead quality, CSAT, SLA, accuracy, cycle time.
03
Dashboards, call and case review, calibration sessions, and a standing operating cadence.
04
Training, script and workflow refinement, routing changes, and automation where it pays off.
<5%
Turnover across operated teams
20,000+
Appointments booked in 2025
85%+
CSAT benchmark
Managed Business Functions
The front line of the business: every inbound and outbound contact, answered, resolved, and logged.
Measured on answer rate, response time, and CSAT
Pipeline work that runs on a cadence: sourced, qualified, followed up, and handed to your closers.
Measured on lead quality, conversion, and pipeline volume
Finance, HR, legal, and administrative work that has to be right and on time.
Measured on accuracy, cycle time, and throughput
The technical layer under the operation, including AI assistance where it removes real work.
Measured on delivery cadence, quality, and uptime
Already running
Scheduling, insurance verification, and collections run inside our dental operation. Estimating and project coordination run inside construction. Support and engineering run inside technology.
Inside the Model
Employment, HR, recruiting, equipment, infrastructure, security, and account management sit inside the same model, billed bi-weekly through a U.S.-to-U.S. structure.
Sourcing, screening, validation, and replacement support when a role changes.
Contracts, payroll administration, statutory benefits, and labor compliance on the Mexico side.
Employee relations, attendance, incident handling, and offboarding coordination.
Workstations, access control, dedicated IT staff, firewall protection, and monitored environments.
Assigned space in Hermosillo, controlled access, dedicated internet plus backup connectivity.
A named contact, a direct escalation path, operational check-ins, and service reviews.
A focused group covering one process, with a team lead and a defined KPI set. The usual starting point.
Several roles working one end-to-end workflow, with Necodex management and reporting on the whole chain.
Multiple teams operating a complete business function against client-specific KPIs, like the dental model.
Pricing is quoted per function once the scope and KPI set are defined. Request pricing for your function.
We will map the current process, propose the operating structure, and agree the KPIs before anyone is hired.