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BPO, KPO and contact centre companies · CRM

Track each prospect from first enquiry to signed pilot to second process.

A CRM for a BPO, KPO or contact centre company keeps a record for each prospect, with its process, stakeholders, documents and pilot status. GullySales works on stages and fields that match how outsourcing is bought.

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Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.

A customer contact team working at desks with headsets

What CRM means

A CRM is the record where every enquiry, call and quote is kept against a customer, replacing separate notebooks, spreadsheets and memory. GullySales sets up or cleans an existing CRM and reports from it by enquiry outcome rather than by activity logged.

Also for BPO, KPO and contact centre companies

Sales and marketing for BPO, KPO and contact centre companies, the overview.

Last updated 22 Oct 2026.

For BPO, KPO and contact centre companies

Where it usually goes wrong, and what we would do.

  • “Requests arrive from several routes”

    A directory enquiry, a request for information, a referral and a cold reply all land in different inboxes. Without one record, they are handled unevenly.

  • “Pilots need their own stage”

    A pilot is a project with scope, dates and a decision. A CRM that has only open and won hides whether pilots are healthy.

  • “Documents are part of the sale”

    A security questionnaire, a process note and a reference list each go to different people. Tracking what was sent prevents repeats and gaps.

  • “Expansion sits in existing accounts”

    The next process can come from a client already served. A CRM that tracks accounts as well as deals shows where.

What we do

What we deliver for BPO, KPO and contact centre companies.

Every deliverable, what it covers for you, and the result it is there to produce. Nothing here is an extra.

  1. Stages from enquiry to pilot to contract

    Enquiry, process note sent, pilot scoped, pilot running, decision and contract. Each stage has an entry rule, such as a signed nondisclosure agreement before a process note goes out, so a deal moves on facts and not on mood.

    Result: Everyone uses the same words for where a deal is.

  2. A stakeholder view

    Roles, stance and last contact for each person at the prospect. The view shows the sponsor, the day-to-day manager, the legal reviewer and the procurement contact, with notes on what each asked for.

    Result: You see who is missing.

  3. Document tracking

    Which pack went to whom and what is outstanding. Alongside each deal sit the nondisclosure agreement, the security questionnaire, the commercial draft and the reference list, each marked sent, returned or pending.

    Result: Reviews do not stall on a missing paper.

  4. A pilot record

    Scope, dates, quality measures and the decision. Operations adds the pilot's volumes, the service targets and the call notes, so the sales head can see a pilot drifting before the client does.

    Result: Pilots end with a clear result.

  5. An account view for expansion

    Processes served and processes that could move next.

    Result: Second-process work is planned.

  6. A capacity field on each bid

    A prospect asks for a large team in a city where only a few seats are free. Linking each deal to the process, the location and the ramp-up plan lets the sales head see what operations can staff before the proposal goes out.

    Result: Proposals match the seats available.

How the result is measured

  • Enquiries logged in the CRM
  • Data completeness
  • Reports generated from CRM data

Recorded as a baseline before work starts, so every later report has an honest comparison.

Read the full CRM implementation and customisation page

Who it is for

This is written for these BPO, KPO and contact centre companies.

  • Voice and non-voice BPO providers
  • Inbound and outbound contact centres
  • Back-office and data processing providers
  • Knowledge process outsourcing for research and analytics
  • Finance and accounting outsourcing
  • Collections and customer service outsourcing
  • Chat, email and social support providers
  • Healthcare and insurance claims processing
  • Multilingual and regional language support teams

How it works

How the CRM work runs

The work itself, in order. How an engagement starts, from your brief to a written scope, is set out on our method page.

  1. 1

    Map the sales process

    We record how a deal actually moves from enquiry to close in your business today.

  2. 2

    Configure stages and fields

    The CRM's pipeline and fields are built to match that process exactly, not a generic template.

  3. 3

    Set up automations

    Reminders, assignment rules and follow-up triggers are configured so routine steps happen without manual effort.

  4. 4

    Test with real deals

    We run the configuration against actual current deals to catch gaps before the whole team relies on it.

Where this fits

Three pieces of sales work, in this order.

This work sits inside sales management. A target, a review routine and someone who owns the number.

  1. Step 1

    Sales audit

    Find where deals are being lost and what to fix first.

    Start here if you cannot say where orders are lost.

  2. Step 2

    Sales process design

    One written way to sell, from first enquiry to repeat order.

    Start here if every salesperson sells differently.

  3. Step 3 · you are here

    Sales management

    A target, a review routine and someone who owns the number.

    Start here if the team has targets and no routine.

Tell us what you need Your brief is read before we call. Scope, fee and term in writing.

FAQ

Questions owners ask before they call.

Not here? More answers, or ask on WhatsApp.

Tell us what you need
Which CRM suits a vendor of our size?
Choose the one your sales and operations teams will update. The stages matter more than the product. Choose the one your sales and operations teams will update on the same day. Compare how it handles custom stages, document links and access for operations staff, and test it on one live deal.
Should operations see the CRM?
Yes, for pilots. The people running the pilot need the scope and the quality measures. Yes, for pilots. The people running the pilot need the scope and the quality measures, and sales needs to see the same numbers when the client asks for a decision.
Can we import old enquiries?
Yes. Past enquiries show which sources and processes produced pilots, and which stalled.
How much does it cost?
There is no price list, because the work differs by business. The fee is scoped after we have read your brief and spoken to you, and put in writing before anything starts, split into our time, your media spend and production.
How long is the contract?
The term is agreed in writing after we have spoken, along with the fee and the reporting. It is never a default twelve months, and renewal is decided on the numbers against the baseline recorded at the start.
How soon will we see results?
It depends on the trade, the channel and what is already in place. After we have read your brief and spoken to you, we say what we would expect to move first and how it will be measured against the baseline. Nothing here is guaranteed.
Who will actually do the work?
The person you speak to before anything starts. We work from one office in Nagarbhavi, Bengaluru, with no account managers in between.
What do you need from us?
Your brief, and a conversation. After that, access to whatever this work touches, such as your website, your accounts or your enquiry record, and time with the people who handle your enquiries.
What if we are not happy with the work?
Tell us and the plan changes. Everything is reported against the baseline, so a number that is not moving is visible to both sides. The term is in your written scope, and the refund and cancellation policy sets out the rest.

More for BPO, KPO and contact centre companies

Everything else we would do for you.

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Also for BPO, KPO and contact centre companies

Or start from the overview: sales and marketing for BPO, KPO and contact centre companies.

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