Why CrossShore
Why Companies Choose CrossShore
Cost is the reason most outsourcing conversations start. It is almost never the reason a programme succeeds or fails three years in. What decides that is operating structure — who owns performance, how quality is measured, and whether the service level exists in the roster as well as the contract.
This page sets out how we are built, what we commit to, and where the trade-offs are.
- 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
Differentiators
Six structural commitments, each with a mechanism behind it
Anyone can claim these. What matters is whether there is a specific mechanism that makes the claim true, and whether you can verify it during an engagement.
Dedicated teams, not a shared pool
Agents on your programme work only on your brand. They are not rostered across multiple clients, which means they learn one product properly rather than four shallowly.
How to verifyAsk to see the roster. Ask which other accounts your agents work on. The answer should be none.
A named delivery manager accountable for outcomes
One individual owns performance, escalations and reporting for your programme, with direct contact details and a defined escalation path above them.
How to verifyYou meet them before contracting, not after. If a vendor cannot name your delivery manager during the sales process, they have not assigned one.
Independent quality assurance
QA analysts sit outside the delivery reporting line. They audit sampled interactions weekly against your rubric and report scores directly to you, including the bad ones.
How to verifyAsk who the QA analyst reports to. If it is the person responsible for hitting the numbers, it is not assurance.
Service levels modelled before they are signed
Every SLA we agree is built backwards from a roster with explicit shrinkage and bench assumptions. We share that model with you before contracting.
How to verifyAsk for the roster model behind the SLA. A service level without a staffing model behind it is a number someone chose.
Transparent seat-based pricing
One monthly rate per seat covering recruitment, training, workspace, telephony, supervision and QA. No separate management fee, no data charges, no training invoice.
How to verifyAsk for a worked example of a monthly invoice at your intended scale. Compare inclusions, not headline rates.
Daily reporting, not monthly
Performance dashboards update daily in your time zone. Weekly performance reviews and monthly business reviews sit on top of that, not instead of it.
How to verifyAsk when you would learn about a bad Tuesday. If the answer is the month-end report, problems will always be archaeology.
Onboarding process
From first conversation to live team in about four weeks
Deliberately unglamorous and repeatable. You know what happens each week, who owns it, and exactly what you are approving before we recruit anyone.
- 01Week 1
Discovery and scoping
Volumes, channels, systems, coverage hours and success metrics are mapped. We size the team and shift pattern needed to hit them, and identify compliance requirements.
- 02Week 1–2
Proposal and SLA sign-off
You receive a staffing plan, roster model, written service level, indicative seat cost and go-live timeline. Nothing is recruited until you approve it.
- 03Week 2–4
Recruit, train and certify
Agents are hired against a profile you approve, trained on your product and systems, then certified against your quality rubric before touching live work.
- 04Week 4 onward
Phased ramp and governance
Volume transfers in tranches with daily performance reporting, weekly reviews and monthly business reviews against the agreed service level.
What we need from you during onboarding
Three to six weeks of meaningful involvement from your operations and subject-matter people — process documentation, product training sessions, system access provisioning and quality rubric agreement. Providers who tell you onboarding requires nothing from your team are either doing it badly or not doing it at all.
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. |
Security & compliance
Controls that stand up to enterprise due diligence
Outsourcing means giving a third party access to customer data and, often, production systems. The controls below are what make that defensible to your auditors, your regulator and your customers.
Physical access control
- Badge-controlled entry with programme-level zone segregation
- CCTV coverage of operational floors
- Clean-desk policy enforced by supervisors on every shift
- Personal devices restricted or prohibited on regulated programmes
Logical access control
- Named individual accounts — no shared credentials
- Least-privilege permissions reviewed on an agreed cycle
- VPN-only access to client systems
- Multi-factor authentication on all client system access
Data handling
- USB and removable media disabled where classification requires
- Printing disabled or logged and supervised
- Screen capture and download restrictions on sensitive applications
- Defined retention and secure destruction procedures
Contractual & governance
- NDAs signed by every individual on a client programme
- Data processing agreements executed before data is shared
- Transfer safeguards for UK/EU and Australian data
- Breach notification procedures tested, not just documented
Certifications and attestations
These are the standards we operate to. Controls are applied per programme according to the data classification you are handing us, and scope, evidence and control walkthroughs are shared during due diligence rather than asserted here.
ISO 9001
Quality management
ISO 27001
Information security management
GDPR-ready
UK/EU data protection alignment
PCI-DSS
Payment data handling
HIPAA-aware
US healthcare data handling
Pricing model
How CrossShore pricing works, and why we do not publish a rate card
Contact centre and back office programmes are priced as a monthly rate per dedicated seat. Technology pods are priced per engineer per month by seniority. Both are fixed monthly costs rather than hourly billing, which keeps your budgeting predictable and removes any incentive on our side to inflate hours.
What the seat rate includes
- Agent compensation, benefits and statutory employer costs
- Recruitment, and replacement recruitment when someone leaves
- Training, certification and ongoing coaching
- Workspace, utilities, equipment and connectivity
- Telephony, dialler and licensing where CrossShore provides the stack
- Team leadership and on-floor supervision
- Independent quality assurance and calibration
- Workforce planning and the delivery management layer
What sits outside the seat rate
- Licences for your own systems where our agents work in your stack
- Third-party data or list costs you direct us to purchase
- Client-requested travel
- Materially out-of-scope project work, quoted separately
Why no published rate card
Because a single number would mislead you. A seat rate varies substantially with skill level, shift pattern, language requirement, compliance overhead and programme complexity — an L2 technical engineer on a US night shift under HIPAA controls is not the same product as a daytime data entry seat. Publishing one figure would either overstate the cheap end or understate the expensive one, and you would discover which during negotiation.
What we will do instead is quote against your actual scope within one business day, and show you the assumptions behind it so you can challenge them. If you want to build your own comparison baseline first, our in-house versus outsourced cost breakdown sets out how to assemble a fully loaded onshore figure properly.
Typical savings by service
- Back office support
- 60 – 65%
- Inbound customer support
- 55 – 60%
- Outbound & lead generation
- 50 – 60%
- Technical support
- up to 60%
- IT services & pods
- up to 60%
Ranges are against fully loaded onshore cost per seat — not base salary. Australian programmes typically sit at the upper end given local award rates and penalty-rate structures. Your figures will differ; these are modelling guides, not quotes.
Get a real number
Send your scope and we will quote against it within one business day, with the assumptions shown.
Get a Free QuoteCoverage model
How follow-the-sun shift patterns are actually staffed
The difference between offshore coverage that performs and offshore coverage that quietly degrades is whether the unpopular shift is properly supervised.
A US-hours programme means night-shift work in India. Plenty of providers staff those hours with agents and nobody else — no team leader, no QA analyst, no technical support, no one to escalate to. Performance holds for a few weeks and then drifts, because nothing is correcting it in real time.
We staff the supervisory layer on every shift, including nights. Team leaders, quality analysts and technical support are present during US hours at the same ratios as daytime. It costs more and it is the single most important operational decision in an offshore night-shift programme.
Shift patterns are designed per market rather than adapted from one template. US programmes run roughly 18:00–06:00 IST. UK programmes run 13:00–23:00 IST, the easiest pattern to staff and retain in. Australian programmes run 04:00–15:00 IST, which overlaps most of the Indian working day and gives near-live coordination.
Genuine 24/7 programmes are staffed across three rostered shifts with explicit weekend and public-holiday cover. Market-by-market detail sits on our US, UK and Australia pages.
FAQs
Commercial and operational questions
The questions procurement and operations teams ask during evaluation, answered without the hedging.
Next step
See what this looks like in practice
Our case studies set out anonymised programme outcomes with the metric structure we report against.
Start the conversation
Get a scoped proposal with the assumptions shown
Send us your volumes, coverage hours and current cost per seat. You will get a staffing plan, a roster model, a written service level and an indicative seat rate — with the working visible so you can challenge it.