About us
About CrossShore
CrossShore is a business process outsourcing company. We build, staff and run dedicated offshore teams from our delivery centre in India for organisations in the United States, United Kingdom and Australia.
Enterprise-scale delivery with the operating discipline that keeps programmes performing in year three, not just in the first quarter.
- 500+
- Trained agents at our Ahmedabad delivery centre
- 47
- Clients served in the US, UK and Australia
- 60%
- Typical cost reduction vs. onshore teams
- 24/7
- Follow-the-sun coverage, 365 days a year
Our story
Built around the problem that most outsourcing gets wrong
CrossShore was founded in Ahmedabad in 2021, mid-pandemic, when demand for remote customer operations surged and exposed how many outsourcing vendors supplied seats without supplying management. Companies that had tried outsourcing and been disappointed had not chosen the wrong country or the wrong price point. They had bought labour when what they needed was an operation.
The pattern was consistent. Agents were supplied without a delivery manager who owned performance. Training was measured in days rather than weeks. Quality assurance reported to the same person responsible for hitting the numbers, which is not assurance. Service levels appeared in contracts but not in rosters. Reporting arrived monthly, which meant problems were archaeology by the time anyone saw them.
We structured CrossShore to remove each of those failure modes deliberately. Every client programme has a named delivery manager accountable for outcomes. Quality assurance sits outside the delivery line and reports independently. Every service level we agree is modelled as a roster before it is signed. Performance data goes to clients daily.
The founders had seen the pattern from the inside — programmes staffed fast and managed thin — and built CrossShore to invert it: named accountability on every programme, quality assurance outside the delivery line, and service levels modelled as rosters before they are signed.
None of that is innovative. It is how well-run enterprise BPO organisations have always operated. What has changed is scale: from a first outbound team in 2021, our Ahmedabad delivery centre has grown to 500+ seats serving 47 clients across the United States, United Kingdom and Australia.
Company facts
- Legal entity
- CrossShore Business Solutions
- Founded
- 2021
- Headquarters
- Ahmedabad, India
- Delivery centre
- 1 (Ahmedabad) — 500+ seats
- Total headcount
- 500+
- Client markets
- United States, United Kingdom, Australia
Global delivery footprint
Follow-the-sun coverage from India to the US, UK and Australia
Our delivery centre runs rostered shifts mapped to each client market, so calls are answered in-hours by named agents on your programme — not by an after-hours answering service.
| Client market | Time zones | Delivery shift (IST) | How it works |
|---|---|---|---|
| United States | ET / CT / MT / PT | 18:00 – 06:00 IST | Night-shift teams cover the full US business day, including West Coast close. |
| United Kingdom | GMT / BST | 13:00 – 23:00 IST | Afternoon and evening shifts align to London 08:00 – 18:00. |
| Australia | AEST / AEDT / AWST | 04:00 – 15:00 IST | Early-morning shifts open before Sydney and Perth business hours. |
| Weekend & holiday | All markets | 24/7, 365 days | Rostered weekend cover and public-holiday continuity in every region. |
Delivery centre
Infrastructure built for continuous multi-shift operation
Our delivery centre is purpose-built for round-the-clock contact centre and BPO work, not converted office space with headsets added.
Redundant power and connectivity
Dual power feeds with UPS and generator backup, and multiple independent internet carriers with automatic failover.
Access-controlled client zones
Programmes handling regulated or sensitive data operate in physically segregated, badge-controlled areas with clean-desk enforcement.
Documented business continuity
A written, tested continuity plan covering power, connectivity and systems failure, with recovery steps and responsibilities defined per programme.
On-floor supervision every shift
Team leaders, QA analysts and technical support are present on every shift — including US night-shift hours.
In-house training academies
Dedicated training rooms and simulation labs so agents certify on mock interactions before touching live contacts.
Restricted data environments
USB, printing and personal device access are restricted or disabled on programmes where the data classification requires it.
We run one delivery centre, in Ahmedabad, Gujarat, with capacity for 500+ seats. Follow-the-sun coverage comes from multi-shift rosters on that single floor rather than from handing your programme between sites — the same team, the same supervisors and the same quality rubric cover every hour we are contracted for.
How we operate
Six operating principles our clients can hold us to
These are not aspirations on a wall. Each one has a mechanism behind it, and each is something you can check during an engagement.
Say the realistic number
We would rather lose a deal on an honest forecast than win it on one we cannot hit. When a target is unrealistic in the timeframe proposed, we say so and offer the version that is achievable.
Measure what matters, publish it anyway
Performance data goes to clients daily whether or not it flatters us. A metric that only appears when it is good is not a metric, it is marketing.
Own the outcome, not the activity
Hitting an activity target while the client’s business outcome stays flat is a failure. We define success in the client’s terms and report against that.
Invest in people who stay
Attrition destroys accumulated knowledge, and accumulated knowledge is what makes a programme good in month twelve. Career structure and training are commercial decisions, not HR ones.
Documentation over heroics
A process that only one person can run is a liability. We document, so performance survives a resignation, a shift change or a volume spike.
Escalate early
Problems surface in the daily huddle, not the quarterly review. A client should never learn about an issue from a report when they could have heard it from a person.
Leadership
How we’re led
Client programmes are owned by named individuals, and the structure above them is the same one you escalate into.
CrossShore is founder-led. The people who started the company in 2021 still run it, which is why the operating model has stayed intact as the centre has grown — the commitments on this site are not inherited policy, they are how the founders decided to build the business.
Commercial strategy and client relationships sit with the CEO. Every contract, every service level and every escalation that becomes commercial lands there. The delivery floor sits with the COO: capacity planning, shift rosters, supervision and service-level performance across all three client markets. Those two accountabilities are kept separate on purpose, so a commercial promise cannot be made without someone owning whether the roster can actually deliver it.
Quality assurance and information security report independently of delivery. A QA analyst who scores your calls does not report to the manager whose numbers those scores affect, and the person responsible for how your data is handled has no incentive to trade controls for throughput. It is a deliberately inconvenient structure, and it is the reason our scores mean something.
Practically, this means you escalate into the same structure that runs the floor every day. There is no account-management layer between you and the people accountable for performance — your delivery manager, the COO above them, and the founders above that.
Security & compliance
- ISO 9001
- ISO 27001
- GDPR-ready
- PCI-DSS
- HIPAA-aware
Controls are applied per programme according to the data classification you are handing us. Scope and evidence are shared during due diligence.
Where to next
Understand how we deliver before you talk to us
Our Why CrossShore page sets out the operating model in detail — differentiators, onboarding process, security controls and how pricing is structured. It is the page we would read first if we were evaluating a partner.
- All outsourcing servicesSix capabilities, each run as a dedicated programme
- Industry coverageSector experience across seven verticals
- Security & complianceControls, certifications and data protection
- Pricing modelWhat a seat rate includes and what it does not
- Careers at CrossShoreOpen roles at our delivery centre
Work with us
Start with a conversation, not a proposal
Tell us what is not working in your current operation. If outsourcing is the right answer we will scope it properly, and if it is not, we will tell you that instead.