Services
Impartition des processus d'affaires
Business process outsourcing in Canada is not a cost decision alone. A Canadian buyer weighing a partner is weighing accountability, language and data jurisdiction at the same time, and most providers can answer only one of the three well. Corpshore Canada runs business process operations from Ontario, Quebec and Alberta, bilingually in English and Canadian French, under a company headquartered in the same city as most of its clients. Volume work that does not need to be Canadian can sit in the global network under the same contract, so the model flexes with the economics rather than forcing a single answer.
Comment le service fonctionne
- 1
Discovery and scoping
We map the work as it actually runs, not as the process document describes it. That means the real contact drivers, the exceptions that consume the most handle time, and the points where the current operation generates its own rework. The output is a scope that prices honestly and a delivery design that targets the cause rather than the queue.
- 2
Transition and knowledge capture
Undocumented knowledge walking out of the door is the largest risk in any transition, so we capture it structurally. We build the knowledge base, the quality scorecards and the escalation paths during transition, and we run parallel before cutover on anything that touches a customer or a regulated record.
- 3
Ramp and calibration
Teams of one to ten are typically live within 5 to 15 business days of signature, and deployments of 20 to 100 within 3 to 6 weeks. Agents are calibrated against your quality framework, in the correct language, before they carry live volume, and bilingual queues are calibrated in French by French-first quality staff.
- 4
Steady state and continuous improvement
Once stable, the team moves from handling volume to reducing it. We identify the process defects that generate repeat contact, fix the ones on our side, and bring the ones on yours to you with the evidence. Governance runs on an agreed cadence with reporting split by language so a gap cannot hide inside a blended number.
Comment nous le livrons depuis le Canada
Delivery is from Ontario, Quebec and Alberta, in English and Canadian French as standard, with more than thirty-five further languages available. Coverage runs business hours, extended hours or continuous, using the global network for follow-the-sun where the work suits it. Teams work in your ticketing and telephony systems, not ours, so reporting and audit stay in one place.
Pilot, 5 to 15 seats
A dedicated team under a Corpshore team leader, with embedded quality and reporting, sized to prove the model on a defined scope before you scale.
Established, 20 to 60 seats
Multiple teams under team leaders reporting to an operations manager, with dedicated workforce management, training and a named quality function, and per-language service levels.
Programme, 60 seats and above
A managed programme with an account director, operations managers per workstream, and a blended Canadian and offshore design under one governance framework where volume justifies it.
Conformité et traitement des données
Operations comply with the Personal Information Protection and Electronic Documents Act by default, with Quebec Law 25 requirements applied to Quebec engagements, including consent handling, privacy impact assessment support, breach notification and retention. Where work touches payment, health or other regulated data, the relevant group security framework applies, and certification scope is confirmed on request. Cross-border transfer positions are documented transparently in line with PIPEDA expectations wherever any part of the work is supported from the global network.
Technologie
We work in your platforms rather than imposing ours: your CRM, ticketing, telephony, workforce management and quality tooling. Where you need capability you do not have, we bring proven contact centre, quality assurance and automation tooling and integrate it under your governance. Reporting is delivered to your format and cadence.
Comment la performance est mesurée
- Service level and average speed of answer, reported separately by language
- Quality assurance pass rate against calibrated scorecards
- First contact resolution and repeat contact within seven days
- Customer satisfaction and, where relevant, first response and resolution time on non-voice channels
- Productivity, shrinkage and cost to serve at the account level
Reporting runs on an agreed cadence, typically weekly operational reviews and monthly business reviews, with the analysis prepared by us rather than handed to you as raw numbers. Quebec-facing accounts report French and English performance separately so equality of service is visible rather than assumed.
Où cela s'applique
Banking and financial services
Client onboarding, KYC and AML screening support and complaints handling, with adjudication kept in Canada and a documented cross-border position on any non-adjudicative support.
Insurance
First notice of loss, claims administration and policyholder service, delivered in Quebec French to a register appropriate for a formal insurance communication.
Telecommunications
Bilingual technical support, billing and retention, with regulatory-sensitive and complaint handling delivered from Canada and high volume support blended where it suits.
Tarification et modèles d'engagement
Business process work is priced as a dedicated team, a managed service with volume bands and per-language service levels or a blended Canadian and offshore model under one contract. Dedicated teams suit stable, judgment-heavy work; managed service suits variable volume; the blend suits a client who wants Canadian delivery for the work that must be Canadian and offshore economics for the rest.
Questions fréquentes
Is your French delivery actually Canadian French?
Yes. Agents are hired to a Canadian French standard and calibrated in French by Quebec French quality analysts against a framework written for Quebec French, not translated into it. This matters because Quebec customers identify a European French or translated service within a few sentences, and it is the capability Outsource Accelerator credits on its Canada list.
Where does our data sit?
Canadian delivery keeps data in Canada by default, and Quebec engagement data stays in Quebec where Law 25 or your own policy requires it. Where any part of the work is supported from the global network, the cross-border transfer position is documented transparently in line with PIPEDA before go-live, and adjudicative or regulated tasks remain in Canada.
How quickly can a team be live?
Teams of one to ten are typically live within 5 to 15 business days of contract signature, and deployments of 20 to 100 within 3 to 6 weeks. The timeline depends on the complexity of the work, the systems access required and the language mix, and we commit to a dated plan during scoping rather than a general promise.
Can we blend Canadian and offshore delivery?
Yes, and for many clients that is the point. Work that must be Canadian for language, jurisdiction or client expectation stays in Canada, while high volume work sits in the global network in Manila, Bogota or elsewhere, under one contract, one account team and one governance framework. We will tell you honestly which work belongs where.
How is quality measured and kept consistent?
Quality is measured against calibrated scorecards with regular monitoring, reported by language so a French gap cannot hide inside a blended English number. Calibration sessions keep scoring consistent across sites and shifts, and the same framework governs blended offshore delivery so the standard does not change when the work does.
What does the cost saving actually look like?
Cost reductions of 40 to 75 percent against equivalent in-house Canadian hiring are typical, and the honest figure depends on the function, the language requirement and the coverage model. The cost calculator on this site makes the employer burden explicit, since CPP, EI, Employer Health Tax and workspace cost are what most buyers underestimate when they compare.
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