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Managed customer operations teams that work behind your brand.
DefrilexCX helps BPO companies staff and run customer experience programs for their clients. You keep the contract, the relationship and the brand. We put the team behind it and take on the delivery responsibilities we agree with you.
01When partners call us
There's a version of this most delivery leaders will recognise.
A client asks for something the bench can't quite reach. A language that's slow to recruit for. A shift the existing sites don't cover. A program that goes live three weeks earlier than the hiring plan assumed.
We're worth a conversation when
02What we can take on
Two areas of work, one operating model.
Multilingual Customer Experience
Agents handling your client's customers on the phone, in chat, by email and on social, plus technical support, sales and retention work.
Explore the service
Back Office Operations
The processing behind the customer conversation, scoped against the program before anything starts.
Explore the service03Two different kinds of help
What managed delivery actually means.
We assemble the team, then take on defined parts of running it: coordination, quality work, the day to day performance conversations, and reporting back to you.
04Where this model tends to fit
The environments where those four situations show up most.
Financial services support
Healthcare administration
Retail & ecommerce
Travel & hospitality
Telecom & connectivity
Utilities & home services
Logistics & delivery
05How a partnership starts
Five steps, and nobody commits before the check.
01We talk about the program
What the client environment looks like, what the coverage requirement is, and what's constraining you.
02We check what we can actually support
Skills, languages, schedule, location, volume.
03We agree the model and the responsibilities
Dedicated, shared or overflow, and a written split of who owns what.
04We build the team
Sourced and qualified for your program, onboarded and trained to your requirements, working in your systems where access allows.
05We run the work and report on it
On the cadence we agreed, in a form your team can use.
06Why partners trust us
We'd rather be judged on how we operate than on adjectives.
01Scope
We're specific about what we can and can't do
Every requirement gets checked before we agree to it.
02In writing
We put the operating detail in writing
Responsibilities, quality standards, escalation paths and reporting cadence are documented as part of the program, not assumed.
03Ethics
We hold ourselves to a written ethics and compliance framework
Adopted in August 2026, with the registers and training behind it.
- Anti trafficking and forced labour
- Social responsibility
- Anti bribery and anti corruption
- Whistleblowing
- Supplier code of conduct
04Evidence
We don't publish numbers we can't stand behind
You won't find coverage statistics, quality scores or client logos here.
For BPO Companies
Tell us what you're trying to deliver.
Whether it's a coverage gap that's live right now, a program starting next quarter, or scope you're deciding whether to bid, the useful first conversation is a specific one.
Discuss a BPO Partnership