BPO and shared services
Automation for BPOs and shared-service centres
Your clients now expect AI-assisted productivity and price their contracts accordingly. Client tools cover the client work, but quality assurance, workforce management, client reporting, onboarding and your own back office are still largely manual. We automate those internal workflows within each client's data rules, at a pace and scale that fits a mid-sized operation.
In short
Data Reach Solutions (DRS) is a Philippine AI, automation and software company, founded in 2019, with offices in Metro Manila and Cebu. For BPO and shared services, DRS designs, builds and runs: quality review at scale; client reporting; workforce management support; agent knowledge assistant; onboarding and HR workflows; shared-service transactions. Each system connects to what the business already uses, such as telephony and contact centre platforms, ticketing and CRM systems, workforce management tools, quality assurance forms and spreadsheets, and a person stays in control of every decision that matters.
Where time goes
Where work is lost today.
- Quality analysts reviewing a small sample of interactions by hand
- Analysts assembling client reports from telephony, ticketing and workforce data
- Staffing gaps discovered after the interval has already been missed
- New agents searching long process documents for answers
- Invoices, reconciliations and approvals keyed across group companies
This page is for
- Contact centres with 100 to 500 seats
- Back-office and data processing firms
- Healthcare and finance process outsourcers
- Shared-service centres of Philippine business groups
Use cases
What we would look at first.
The use cases that most often return the most time in this industry. The consultation finds which of them fit your business.
Quality review at scale
Every interaction transcript reviewed against the client's quality criteria, with exceptions flagged for an analyst.
What it is designed to change: Coverage from a small sample to most interactions
- Time to value
- 8 to 12 weeks
Client reporting
Daily, weekly and monthly client reports assembled from telephony, ticketing and workforce data.
What it is designed to change: Reporting analysts freed for analysis
- Time to value
- 6 to 10 weeks
Workforce management support
Forecasts, schedule adherence alerts and attendance workflows.
What it is designed to change: Fewer staffing gaps at peak
- Time to value
- 8 to 12 weeks
Agent knowledge assistant
Agent questions answered from client process documents, with the source shown.
What it is designed to change: Shorter ramp time for new agents
- Time to value
- 6 to 10 weeks
Onboarding and HR workflows
Pre-employment documents, onboarding steps and training records.
What it is designed to change: Faster time to floor for new hires
- Time to value
- 6 to 8 weeks
Shared-service transactions
Invoice processing, reconciliation and procurement approvals across group companies.
What it is designed to change: Lower cost per transaction
- Time to value
- 8 to 16 weeks
Illustrative example
A 300-seat BPO
The company reviews 3% of calls for quality with six analysts, and three reporting analysts spend two days a week each assembling client reports. Automated review of every transcript, with analysts handling the flagged exceptions, raises coverage to most calls while the team focuses on coaching. Automated reporting cuts the reporting work to half a day a week each. All figures are illustrative. We replace them with your own numbers in the consultation.
- Seats
- 300
- Calls reviewed for quality
- 3% sample up to most calls
- Reporting hours released
- About 150 a month
- Value of time released, at PHP 350 an hour
- About PHP 52,500 a month
Systems and rules
What we connect to, and what we build around.
Systems we connect to
- Telephony and contact centre platforms
- Ticketing and CRM systems
- Workforce management tools
- Quality assurance forms and spreadsheets
- HR and payroll systems
- ERP and accounting software used by group companies
- Client-mandated reporting portals
We integrate with what you already use before suggesting anything new.
Regulation and deadlines
Checked 30 September 2026.
Client data rules
Automations that touch client or customer data run within each client contract and the Data Privacy Act. The National Privacy Commission guidelines on AI apply at every stage.
National Privacy Commission, guidelines on artificial intelligence (December 2024)Renewals and new clients
Contract renewals are where AI-assisted productivity now enters the conversation, and new client onboarding sets the reporting and quality requirements. Both are good starting points.
Related
Solutions and services for this industry.
Solutions
Proven in live operations
Data Reach Solutions built and supports the warehouse information systems GALCO and PSI run around the clock at Mactan-Cebu, Clark and NAIA, in operation since 2019 under Bureau of Customs rules. Read the case study
DataReach Solutions Inc., SEC registration CS201905437. Offices in Metro Manila and Cebu.
Let’s make work work better.
Your people’s time, back.
It starts with a conversation.
Tell us about the work that slows your business down. Leave your free consultation with a written summary and a practical next step.
Book a free consultationA conversation. A clear next step. No obligation.