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BPO, KPO and contact centre companies · WhatsApp marketing

Use WhatsApp for the small buyer, and email for the paper trail.

WhatsApp for a BPO, KPO or contact centre company is a channel for smaller buyers and for coordination, while procurement runs on email. GullySales works on where it fits, how to keep it professional and how to record what was agreed.

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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 WhatsApp marketing means

WhatsApp marketing is sending updates, offers and reminders to customers on the app most Indian buyers already check daily. GullySales sets up business WhatsApp, writes the message templates and keeps the list consented and current.

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.

  • “Small businesses ask on WhatsApp”

    The owner of a clinic group or a retailer sends a message asking about outsourced calling. A prompt, clear reply with a process note keeps the conversation going.

  • “Large buyers will not accept chat as the record”

    An enterprise wants written, filed correspondence. WhatsApp can set up a call, but terms, scope and documents go by email.

  • “The channel is also a service product”

    BPO and contact centre clients run WhatsApp support for their own customers. A vendor who can describe how that team is run has a clear story.

  • “Consent and privacy shape the channel”

    Customer messages carry personal data. Rules on consent and data differ by country and sector, so the client's own adviser should confirm the approach.

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. A WhatsApp Business profile

    Company name, description and a link to the process notes. The profile carries the company description, the services, the working hours and a catalogue of the processes handled, with no personal numbers.

    Result: A new buyer finds who is writing.

  2. Short reply templates

    Replies for enquiries, document requests and call scheduling. The set covers a greeting, an out-of-hours reply, a request for the process details and a note that the formal proposal follows by email.

    Result: Replies are clear and consistent.

  3. A confirm-by-email rule

    What must be sent in writing and where it is stored. After any commercial point agreed on chat, a short email repeats it and asks for a reply, so the agreement is on the record.

    Result: Terms reach the record.

  4. A description of WhatsApp support operations

    How the team handles chats, tone and escalation for client customers. The write-up sets out how a client's customers would reach agents on WhatsApp, what is logged, who can see it and what is kept off the channel.

    Result: Buyers see how a channel is run.

  5. A consent practice note

    A plain statement on contacting only those who agreed, with a note to check local rules.

    Result: Messaging stays respectful of privacy.

  6. Separate numbers for hiring and sales

    A single number that receives job seekers, vendor calls and client enquiries buries the sales messages. Splitting the numbers, or tagging chats by purpose, keeps a procurement question from sitting unread under candidates asking about openings.

    Result: Client questions are answered first.

How the result is measured

  • Messages delivered
  • Reply rate
  • Enquiries from WhatsApp

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

Read the full WhatsApp marketing and automation 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 whatsapp marketing 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

    Understand current WhatsApp use

    We review how customers currently message you and how consistently, if at all, it is answered.

  2. 2

    Audit common questions

    We identify the questions that come up repeatedly, which decide what should be automated first.

  3. 3

    Set up automation and templates

    An automated first response and quick reply templates are built for the most common needs.

  4. 4

    Connect to the CRM

    Conversations are linked to customer records so context carries over between team members.

  5. 5

    Measure and optimise

    We track response time and conversion, refining automated responses based on what customers actually ask.

Where this fits

Three pieces of sales work, in this order.

This work sits inside sales process design, at stage 0, foundation. The audit comes before it, and sales management keeps it running.

  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 · you are here

    Sales process design

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

    Start here if every salesperson sells differently.

  3. Step 3

    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
Can we offer WhatsApp support as a service?
Yes, if you have a team and a process for it. Explain staffing, scripts, escalation and how the client's data is protected. Yes, if you can describe how conversations are routed, recorded and protected. Buyers ask about the official business platform, agent access and data handling, so have that note ready.
Should procurement get messages on WhatsApp?
Use email. Procurement keeps records. WhatsApp can be used for scheduling a call if the contact prefers it.
Can we send bulk messages?
Only to people who agreed to receive them, and check the platform's current rules. Personal messages to a few prospects work better. Send only to people who agreed to receive them, and give a clear way to stop. A cold list bought from a vendor risks complaints and the loss of your number.
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.

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

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