Nearshore customer support and sales teams that actually feel like your own

Foundry is a strong fit for US and EU businesses that: • Have outgrown founder‑ or leadership‑handled support and sales outreach • Need to reduce support or SDR costs without lowering service quality • Have tried offshore or traditional BPO before and don't want to repeat that experience • Care about consistent, high‑context communication with their customers • Want a partner that thinks in terms of operations and outcomes, not just "seats" Typical engagements include: • Inbound email, chat, and phone support • Outbound SDR and appointment setting • After-hours and overflow coverage • Human‑supervised AI workflows for customer communications and internal processes

Our 5-stage vetting process ensures quality: 1. English proficiency testing (written + verbal) 2. Background checks 3. Skills assessment (role-specific) 4. Culture fit interviews 5. Trial period with ongoing evaluation Only ~5% of applicants make it through. All agents have college education or equivalent experience. We hire for aptitude and train for your specific needs. Industry average for BPO turnover is 6-12 months. Our target? 18+ months. We achieve this through competitive local compensation (top 10% in Kosovo), career development paths, performance bonuses, and treating agents like professionals, not call center bodies.

Traditional BPOs vs. Foundry: TRADITIONAL BPO: • Cookie-cutter service for account #4,782 • Minimum $50K-$100K+/month with 12-24 month contracts • Rotating account managers • Optimized for seat utilization, not customer satisfaction • Enterprise bureaucracy (decisions take quarters) FOUNDRY: • Founder involvement on your account • 90-day Launch Partnerships with performance guarantees • Flexible contract terms that grow with your business • Decisions made in days, not quarters • Built for SMBs who need to move fast We focus on processes before headcount, human-supervised AI (not full automation), and tight operations discipline. You're not just buying seats, you're getting an extension of your team.

We take security seriously with multi-layered protections: COMPLIANCE: • GDPR compliant (we sign DPAs as data processor) • HIPAA BAAs available for healthcare clients • PCI-DSS requirements for financial services • SOC 2 Type II compliance in progress SECURITY MEASURES: • Encrypted connections (VPN + HTTPS) • Role-based access controls (agents only see what they need) • Regular security training for all team members • Physical security (secure office access) • Background checks on all agents • Professional liability insurance DATA OWNERSHIP: Your data lives where YOU choose. We work inside YOUR systems (CRM, ticketing platform, etc.). Call recordings and performance data are stored on secure cloud infrastructure (AWS/EU regions) with encryption at rest and in transit. All data belongs to you. If you end the relationship, we delete all customer data from our systems within 30 days per GDPR requirements and provide documentation upon request.

**Are we ready to outsource?** Simple checklist: ✓ Are you spending >10 hrs/week on operations that could be delegated? ✓ Are sales/product initiatives delayed due to ops work? ✓ Is customer response time suffering? ✓ Do you have basic processes documented (or can document in a week)? If yes to 2+, you're ready. You don't need perfect processes, we help systematize as we go. **What if our team resists working with an external team?** We integrate with your existing team, not replace them. Weekly syncs ensure alignment. We reduce their workload (answering repetitive questions, handling after-hours), which most teams appreciate. Your team stays in control, we execute their strategy. **How much control do we have vs. how much do you handle?** You choose the balance: • Full Control: Approve every script change, QA calls weekly (recommended during Launch Partnership) • Balanced: Weekly reviews, we suggest improvements, you approve major changes (most clients land here) • Low Touch: Monthly reviews, we optimize independently (requires established trust, usually after 6+ months) Most clients start full-control during the 90-day Launch Partnership, then shift to balanced once trust is built. **What's the real total cost?** Complete transparency: • One-time setup: Per-agent investment (equipment, training, integration) • Monthly fee: $2,000-$5,500 per agent (depends on service type) • 90-Day Launch Partnership: 20% discount off standard rates • Your time investment: 3-5 hours Week 1, 1-2 hours Week 2, 1 hour/week ongoing • Hidden fees: $0 No surprise technology fees, no exit penalties, no recurring add-ons.

We're built to integrate with all major CRMs and platforms: SUPPORTED SYSTEMS: • CRMs: HubSpot, Salesforce, Pipedrive, Close, Zendesk, Intercom, Freshdesk • Industry-specific platforms: practice management software, MLS systems, specialized ticketing systems • If it has an API or can be accessed via browser, we can work with it INTEGRATION TIMELINE: • Most CRM integrations: 1-3 days • Complex custom systems: 1-2 weeks COMMUNICATION TOOLS: Whatever you use. Slack, Teams, email, Zoom, Google Meet, we adapt to your stack. You get access to all call recordings, performance dashboards, and data. NO SYSTEMS YET? Not a problem. We can work with spreadsheets and email while you get systems set up. We can also recommend affordable CRM options and help you implement them.

How we measure success depends on the service: OUTBOUND SALES: • Meetings booked, connect rate, conversation-to-meeting conversion • Realistic expectation: 15-20 qualified meetings per month per agent (depends on ICP and market) INBOUND SUPPORT: • Response time, resolution rate, CSAT scores, ticket volume • Target: 90-95%+ CSAT scores, <2 minute avg response time AFTER-HOURS: • Call answer rate, escalation handling time, handoff quality • Target: 100% call answer rate during coverage hours REPORTING: • Weekly performance reports (KPIs, metrics, insights) • Monthly deep-dives • Real-time access to dashboards and call recordings • Weekly sync calls to review performance and make adjustments What if performance doesn't meet expectations? We catch issues early through monitoring and QA. If performance is off, we: (1) Identify the root cause immediately, (2) Implement corrective action (retraining, process changes, agent replacement if needed), (3) Report transparently on what happened and what we're doing about it. Our 90-day Launch Partnership includes performance guarantees, if we consistently fail to meet agreed KPIs, we'll work with you on a fair resolution.