Coverage model
US-aligned / 24-7
Bilingual team design for continuity across channels and shifts.
Contact Center + BPO Services
Operational Excellence powered by intelligent technology.
Everest Operations Management builds and runs nearshore teams for revenue operations, customer support and back-office execution. We combine process discipline, bilingual talent and AI-enabled workflows so you scale with control.
Agent + AI workbench
Human performance, technology speed
Bilingual operations
English and Spanish customer coverage
Execution discipline
QA, compliance and daily KPI governance
Human + tech operations model
Operations Command View
Ready-to-launch model for modern BPO execution
Built for organizations that need consistent quality, measurable outcomes, and fast iteration across customer-facing operations.
Ramp-Up Window
2-4 weeks
Coverage
US-aligned / 24-7
Core Functions
Sales, CX, Back Office
Governance
SLA + QA + Reporting
Core promise
We do not sell seats. We run accountable operations tied to business KPIs.
Enterprise Positioning
Built with the structure enterprise teams expect: governance, visibility and controlled execution.
Inspired by top corporate operators, this model focuses on executive clarity and operational accountability from day one.
Launch speed
2-4 weeks
Phased onboarding with training, QA and reporting already defined.
Control cadence
Daily SLA + QA
Management routines with trend review, escalation and action owners.
Execution scope
Back Office + Freight + Omnichannel
One operating partner across customer and process-heavy workflows.
Executive priorities we support
Revenue Reliability
Consistent lead response, conversion discipline and retention operations.
Risk & Compliance Control
Structured QA, traceable process flows and policy-aligned execution.
Operational Transparency
Dashboards and reporting that leadership can act on quickly.
Industries in scope
Energy & UtilitiesInsuranceBankingFreight & LogisticsTechnologyHealthcare
Who We Are
An enterprise BPO partner built for execution, governance and growth.
Everest Operations Management was created to help companies run customer-facing teams with higher consistency and better operational control. We act as an extension of your business, not an external vendor disconnected from outcomes.
Our model combines people, process and technology to deliver dependable performance in sales, customer service and operational support environments.
Operating principles
- Headquartered in Barranquilla with nearshore operational reach
- English/Spanish teams aligned to U.S. business rhythms
- Structured onboarding, coaching and quality management
- Management dashboards for full visibility and decision control
50+
Projects delivered
2+
Countries represented
Why Latin America
Nearshore operations that improve speed, control and service quality.
Location alone does not create performance. Consistent results come from an operating model where people, technology and leadership rituals are designed to execute with discipline.
Pillar 01
Time-zone and cultural alignment
Real-time collaboration with U.S. teams shortens response loops, improves coaching cadence and strengthens customer outcomes.
Pillar 02
Bilingual talent pipeline
Recruitment and training systems built for high-volume operations ensure stable staffing and predictable service quality.
Pillar 03
Operational governance
Every account runs with SLA definitions, QA scorecards, leadership routines and decision-ready reporting.
Pillar 04
Scalable execution
You can increase capacity without losing control, because the process foundation is designed before growth.
Service Architecture
Service lines designed for high-output call center execution.
We design each engagement around your targets: faster conversions, better customer experience, stronger retention and cleaner operational throughput.
Tracking + QA + AI support
Revenue programs with measurable control
Sales Operations
- Inbound, outbound and blended sales teams
- Lead qualification, conversion and retention workflows
- Performance coaching, script governance and QA
- Pipeline transparency and conversion reporting
SLA-driven support across channels
Customer Experience
- Voice, chat, email and ticketing operations
- Escalation frameworks and case resolution standards
- Customer retention and renewal support
- Continuous QA and service-improvement loops
Operational reliability for critical processes
Back Office Support
- Data processing, validation and quality checks
- Billing, account updates and documentation workflows
- Freight tracking back office and exception handling
- Compliance-focused process execution
Technology that amplifies team productivity
AI-Assisted Operations
- Conversation analysis and QA acceleration
- Workflow automation for repetitive tasks
- Decision dashboards and performance alerts
- Human oversight integrated into every automation
Operating Framework
From setup to optimization, every phase is engineered for control.
Our method gives leadership visibility from day one and keeps execution aligned with business priorities as demand grows.
Live process tracking
Phase 01
Blueprint
Define goals, service scope, KPIs, reporting rhythms and compliance boundaries before launch.
Phase 02
Launch
Recruit, certify and deploy teams with workflows, scripts, tooling and quality controls already in place.
Phase 03
Run
Operate with active supervision, QA calibration, SLA governance and live management dashboards.
Phase 04
Optimize
Use performance data to improve conversion, reduce friction and increase productivity over time.
Enterprise Operations
Everest Operations Management for modern high-tech BPO execution.
This enterprise layer combines back-office rigor, freight tracking discipline, omnichannel orchestration and AI-assisted decision support into one operating model.
Model
Everest IntelligenX Matrix
Focus
Back Office + Freight + Omnichannel
Outcome
Governed, scalable execution
Enterprise orchestration layer
Knowledge + AI + operational telemetry
Enterprise capabilities
One partner for service operations, back office and control visibility
Everest Operations Management is designed so leadership teams can scale faster without losing operational control, compliance consistency or service quality.
Back Office Excellence
Structured teams handling document flow, data QA, account administration and operational compliance.
Process Tracking
Live KPI instrumentation across sales and service workflows with clear escalation and ownership.
Omnichannel Operations
Integrated execution across voice, email, chat and ticket channels with consistent playbooks.
Freight Back Office
Load tracking, POD follow-up, dispatch support and exception workflows with complete traceability.
Everest IntelligenX Matrix
AI-enabled decision layer supporting quality, supervision and controlled automation.
Governance by Design
SLA frameworks, QA calibration and policy controls embedded into daily operations.
Operating modules
Enterprise architecture built for implementation without disruption
We roll out modules in phases so your daily operation stays stable while performance and governance improve.
Tracking + dispatch visibility
Revenue + CX Engine
Unified handling of lead response, sales support, retention and customer success with omnichannel consistency.
Back Office Core
High-volume process execution for billing, documentation, reconciliation and administrative support.
Freight Tracking Desk
Dispatch, ETA monitoring, POD recovery and exception management for freight and logistics programs.
Knowledge Hub
Role-based guidance and continuously updated operational knowledge driven by real interaction data.
Industries
Domain context + operating rigor for regulated and high-demand sectors.
Each industry playbook includes services, technology experience and operating controls specific to the compliance and commercial reality of that sector.
Energy & Utilities
Omnichannel customer operations, billing back office and retention workflows for high-volume utility programs.
View industry solutionInsurance
Policyholder support, claims intake and renewal operations with audit-ready execution standards.
View industry solutionBanking & Finance
Secure customer support, back-office verification and process tracking for regulated finance environments.
View industry solutionFreight & Logistics
Back-office freight operations, dispatch coordination and omnichannel shipment visibility.
View industry solutionTechnology & SaaS
Customer success, technical support and lifecycle operations for growth-stage SaaS organizations.
View industry solutionHealthcare Support
Patient communication support, scheduling back office and controlled omnichannel service operations.
View industry solutionBusiness Outcomes
Operational impact you can measure and manage.
We align execution with the metrics that matter to leadership: conversion, service quality, efficiency and sustainable growth.
Omnichannel intelligence
Faster onboarding
2-4 weeks
Structured launch plans reduce time-to-performance for new programs.
Service quality control
SLA + QA
Clear scorecards and calibration routines keep standards consistent.
Leadership visibility
Daily reporting
Operational dashboards provide rapid insight for tactical decisions.
Scalable staffing
Elastic capacity
Recruitment and training pipelines support controlled growth without disruption.
Let’s Build Your Operation
Ready to upgrade your contact center or BPO performance?
Share your current goals and constraints. We will map a realistic operating model for your team, timeline and growth targets.
What happens next
- 1. We review your requirements and operating priorities.
- 2. We align on team structure, KPIs and launch timing.
- 3. You receive a practical execution blueprint.
Form connected to CRM workflow (InsightX / Everest stack).