Frequently Asked Questions
Everything you need to know about working with Foundry Solutions Group
Getting Started
Simple: Book a 30-minute discovery call. We'll learn about your business, volume, and needs. Within 24 hours, you'll get a clear proposal with exact pricing and timeline. If it's a fit, we can launch your team in 6-24 weeks depending on service complexity. No RFPs, no sales cycles, no enterprise bureaucracy.
We offer a Launch Partnership program with transparent timelines (6-24 weeks depending on service complexity) and flexible terms. Setup fees can be waived for 12+ month commitments ($3,000-$20,000 value). Typical engagements start at 2-3 agents, and most clients scale up from there. Final contract terms and pricing are discussed during your discovery call based on your specific needs.
Week 1 Discovery: Your product/service overview, target customer profile, current scripts (if any), CRM login, and 3-5 hours of your time for knowledge transfer. Week 2: Access to recorded calls (if available), training materials, and escalation contacts. That's it. We handle the rest.
Week 1: 3-5 hours (kickoff + knowledge transfer sessions). Week 2: 1-2 hours (training Q&A + final approval). After launch: 30-60 minutes weekly for performance reviews. We're building this to run without you babysitting agents all day.
We're built to work with both. Our founder has scaled operations for pre-revenue startups testing their first outbound motion and $50M+ companies. The key isn't your size, it's whether you have a clear ICP, product-market fit, and someone who can transfer knowledge. If you're still figuring out your messaging, we're probably too early for you. If you know who you're selling to and what you're saying, we can execute.
Launch timelines vary by service complexity (6-24 weeks). For simpler services in urgent cases, we can compress timelines. Requirements: you dedicate more time upfront (6-8 hours in Week 1 instead of 3-5), we have agents available immediately (usually yes), and you're okay with iterating on the fly. The standard timeline ensures quality; we can adjust if urgency is critical.
Why Choose Foundry
Enterprise BPOs are built for Fortune 500s. Minimum contracts are typically $50K-$100K+/month with 12-24 month commitments, and you're account #4,782 getting cookie-cutter service.
What you get with Foundry:
• Founder involvement on your account (not a rotating account manager)
• Transparent timelines with performance guarantees, not unrealistic promises
• Flexible contract terms that grow with your business
• Decisions made in days, not quarters
• No enterprise bureaucracy
You're choosing agility and personal attention over corporate scale. Different tools for different needs—we're built for SMBs who need to move fast.
Math breakdown:
In-house US agent:
• $45-55K salary
• +$15K benefits (healthcare, 401k, taxes)
• +$5K recruiting/training
• +Management time (your time = $$$)
= $65K+ per agent (and you're still managing them)
Foundry full-time equivalent:
• $24K-$30K/year fully loaded
• Managed, trained, with built-in backup
• No recruiting, benefits, or HR hassles
= Save 50-60% AND we handle hiring, training, QA, management, replacement
Bonus: If an in-house hire doesn't work out, you're stuck for months. With Foundry? We replace immediately with our backup agent system, no disruption to your operations.
Honest answer: If lowest cost is your ONLY criteria, offshore might work. But consider the trade-offs:
Time Zones:
• Kosovo: Overlaps with US business hours (9 AM NYC = 3 PM Pristina)
• Offshore: Often 12-16 hours ahead (overnight delays, no real-time collaboration)
Cultural Fit:
• European business culture (direct communication, Western work norms)
• vs. Asian business culture (different communication styles)
English Fluency:
• Native-level European English
• vs. Heavy accents that some customers struggle with
We're not the cheapest. We're the best value for SMBs who need reliability and quality, not just the lowest price per hour.
We use AI aggressively, for data entry, email drafting, scheduling, first-tier filtering, and research. It makes our agents 30% more efficient.
BUT: Your customers still want humans for complex issues. Sales conversations need empathy and reading-between-the-lines. Edge cases need judgment, not scripted responses.
The future isn't AI OR humans, it's AI + humans. We're already building that:
• AI handles repetitive tasks
• Humans handle relationship-building, complex problem-solving, sales nuance
• You get efficiency without losing the human touch your customers expect
We're future-proofing your operations by combining both, not betting on one or the other.
Performance & Results
Depends on the service. Outbound Sales: Meetings booked, connect rate, conversation-to-meeting conversion. Inbound Support: Response time, resolution rate, CSAT scores, ticket volume. After-Hours: Call answer rate, escalation handling time, handoff quality. You get weekly performance reports with all KPIs. We set baseline metrics in Week 1 and optimize from there.
Based on industry benchmarks and our founder's previous teams: Outbound Sales: 15-20 qualified meetings per month per agent (depends on ICP and market). Inbound Support: 90-95%+ CSAT scores, <2 minute avg response time. After-Hours: 100% call answer rate during coverage hours. Your mileage will vary based on your product, market, and definition of "qualified." We set realistic, specific expectations during discovery, no inflated promises.
Our founder has a proven track record scaling customer operations teams across multiple companies and industries. We leverage systematic processes refined over 10+ years of operations leadership. While we're selective about sharing client details publicly (confidentiality agreements), we can provide relevant references during the discovery process. Our Launch Partnership program lets you evaluate our execution firsthand—we prove ourselves through results, not promises.
Weekly performance reports (KPIs, metrics, insights) + monthly deep-dives. You also get real-time access to dashboards and call recordings. We do weekly sync calls to review performance and make adjustments. More frequent reporting available if you need it.
We catch issues early through our monitoring and QA processes. 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 Launch Partnership includes performance guarantees—if we consistently fail to meet agreed KPIs, we'll work with you on a fair resolution.
You own all the documentation we create. If you decide to bring operations in-house, we'll hand over every SOP, script, and training material. We'll even consult on your hiring and training if you want. We're not trying to lock you in, we want to be the best option, not the only option.
Pricing & Contracts
1-2 weeks to add capacity. We maintain a pipeline of trained agents and can onboard them quickly when you need to scale. No penalties for scaling up. Give us advance notice and we'll be ready.
Scaling down requires advance notice to manage staffing responsibly. After the Launch Partnership period, we'll work with you to right-size your engagement based on actual needs. We're flexible and focused on long-term partnerships—if your needs change, we'll find solutions together.
No hidden fees. Your costs are transparent: (1) One-time setup investment per agent (covers equipment, recruitment, training, and integration), and (2) Monthly agent fees. That's it. No surprise "technology fees," no exit penalties, no recurring add-ons. Training, QA, management, and reporting are all included in your monthly rate. Setup costs and exact pricing are determined during discovery based on your specific needs.
Our Launch Partnership program includes performance guarantees. If we're not meeting agreed-upon KPIs, we fix it immediately, whether that's retraining, process changes, or agent replacement. If we genuinely can't deliver the results we committed to, we'll work with you on a fair transition. Our goal is to earn your long-term business through exceptional execution, not trap you in contracts.
Monthly invoicing in arrears (you pay for hours actually worked). We invoice in USD and accept wire transfers, ACH, or credit card. Invoices include detailed breakdown of hours, services, and any additional costs (if applicable). Net 30 payment terms. Simple, transparent billing.
Two scenarios:
Quality Issues: We fix immediately (retraining, process changes, agent replacement if needed). Our Launch Partnership includes performance guarantees—if we're not hitting agreed KPIs, we take accountability and correct it.
Wrong Fit: Not every partnership works. If it's genuinely not a fit, we'll discuss options for a professional transition. You keep all documentation, recordings, and processes we've built.
Our philosophy: You should stay because we're delivering measurable value, not because you're contractually trapped. We earn your business through consistent execution.
Team & Operations
You have a dedicated US-based account manager who oversees your engagement. On the ground in Kosovo, we have team leads who handle daily agent management (attendance, breaks, immediate issues). You get weekly syncs with your account manager and direct escalation channels if something's urgent. Clear chain of command, no confusion about who's responsible.
5-stage process: (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 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. Our founder's previous operations teams consistently beat industry benchmarks using these same systems. Lower turnover = better consistency for your business.
Yes. During onboarding, you'll meet your agents, participate in training, and can do ongoing QA calls. Some clients prefer to stay hands-off (we handle everything), others want regular agent interaction. Your choice. We recommend at least meeting them during training, it builds rapport and they represent your brand better.
English (native-level fluency) is standard. Beyond that, our team speaks Albanian, Serbian, German, Italian, French, Swedish, Turkish, Spanish, Greek, and Macedonian. Perfect for businesses expanding internationally or serving multilingual customer bases. We match agents to your language needs.
Absolutely. After we complete initial vetting and training, you meet your agent(s) via video call during the onboarding phase. You can ask questions, assess communication style, and approve before they handle customer interactions. Some clients prefer to trust our vetting; others want to meet them. Your call.
Multi-layer redundancy: (1) Office has backup generators (automatic switchover), (2) Agents have backup 4G/5G hotspots, (3) Critical accounts have designated backup agents working from different locations, (4) In extreme scenarios, we can route to distributed team members. 99.9%+ uptime is our standard.
Seamless transition plan: (1) All client accounts have documented SOPs, call recordings, and knowledge bases, (2) Backup agents shadow your account and stay familiar, (3) Replacement agent trains immediately (typically 3-5 days to full productivity), (4) You're notified within 24 hours of any agent change, (5) No service gaps, backup agent covers during transition. Your customers never know there was a change. That's the benefit of systematized operations.
Technology & Integration
Not a problem. We can work with spreadsheets and email while you get systems set up. We can also recommend affordable CRM options (HubSpot free tier, Pipedrive, etc.) and help you implement them. Some clients start scrappy and systematize as they grow. We adapt.
Most CRM integrations: 1-3 days. Complex custom systems: 1-2 weeks. Our team has experience with everything from Salesforce to custom-built platforms. If your system has an API or web access, we can work with it. We figure this out during Phase 1 (Discovery & Planning).
Whatever you use. Slack, Teams, email, Zoom, Google Meet, we adapt to your stack. For internal quality monitoring: we use call recording software (configurable), performance dashboards, and ticketing systems. You get access to all data and recordings.
We're built to integrate with all major CRMs: HubSpot, Salesforce, Pipedrive, Close, Zendesk, Intercom, Freshdesk, and more. Our team has experience with 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. That's the advantage of hiring experienced operators, we've seen it all before.
Security & Compliance
Yes. We operate under GDPR as a data processor. We sign DPAs (Data Processing Agreements), maintain data handling protocols, train all agents on GDPR requirements, and can provide documentation on request. For healthcare clients, we also sign BAAs (Business Associate Agreements) for HIPAA. For financial services, we meet PCI-DSS requirements.
Your data lives where YOU choose. We work inside YOUR systems (CRM, ticketing platform, etc.). We don't store customer data separately. Call recordings and performance data are stored on secure cloud infrastructure (AWS/EU regions) with encryption at rest and in transit. You own all data, we're just the processor.
Multi-layered: (1) SOC 2 Type II compliance in progress, (2) Encrypted connections (VPN + HTTPS), (3) Access controls (agents only see what they need), (4) Regular security training, (5) Physical security (secure office access), (6) Background checks on all agents, (7) Professional liability insurance. We take this seriously.
Absolutely. We sign NDAs, DPAs (Data Processing Agreements), BAAs (Business Associate Agreements for healthcare), and any reasonable data protection or confidentiality agreement. We have templates ready, or we'll work with your legal terms.
Yes. We implement role-based access controls. Your agents only see the CRM fields, customer data, and systems necessary for their specific role. We can also implement data masking (hiding SSNs, credit cards, etc.) while agents still do their job. You define the access level.
All data belongs to you. We delete all customer data from our systems within 30 days of contract end per GDPR requirements. You receive all call recordings, performance data, and documentation. We provide a data deletion certificate upon request.
Multiple protections: (1) We sign comprehensive NDAs and non-compete clauses (standard in our contracts), (2) Contractual terms prohibit us from contacting your customers independently or using client lists for our benefit, (3) Our business model IS being the best operations partner, not competing with clients, (4) We have zero interest in your market; we're all-in on BPO services. Plus, think about incentives: Our entire business depends on being a trusted partner. We protect your confidential information like it's our own.
First-Time Outsourcing
Frame it as a smart test: our Launch Partnership program lets you evaluate if outsourcing fits your workflow with transparent timelines and performance guarantees. Start with just 2 agents, see real results, then decide your next step. Many clients start small and scale up as they build confidence. The real question: Are you spending 10+ hours/week on operations work that's keeping you from strategic priorities? If yes, you're ready. The Launch Partnership proves whether outsourcing works for YOUR business specifically.
Common concern. Here's how we handle it: (1) We integrate with your existing team, not replace them, (2) Weekly syncs ensure alignment and collaboration, (3) We reduce their workload (answering repetitive questions, handling after-hours), which most teams appreciate, (4) Your team stays in control, we execute their strategy. We've helped teams transition before. The key: frame it as 'giving your team leverage' not 'outsourcing their jobs.'
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 you DO need: someone who knows your product/customers well enough to transfer knowledge in Week 1.
Complete transparency:
One-time setup: $3,000-$20,000 (based on team size, can be waived for 12+ month commitments)
Monthly fee: $2,000-$5,500 per agent (depends on service type)
Your time investment: 3-5 hours Week 1, 1-2 hours Week 2, 1 hour/week ongoing
Hidden fees: $0
That's it. No surprise technology fees, no exit penalties, no recurring add-ons. Your existing CRM/tool costs stay the same. Exact costs and final contract terms determined during discovery based on your specific needs.
You choose the balance:
Full Control: You approve every script change, QA calls weekly, review daily reports (high-touch, recommended during launch phase)
Balanced: Weekly reviews, we suggest improvements, you approve major changes (most clients land here)
Low Touch: Monthly reviews, we optimize independently, alert you to issues only (requires established trust, usually after 6+ months)
Most clients start full-control during the launch phase, then shift to balanced once trust is built. You can adjust anytime.
Kosovo & Location
Fair question. Here's the truth: Kosovo offers EU-quality talent at 40-60% cost savings. English is taught from elementary school, our agents speak at native-level fluency. We're in the CET time zone, which means perfect overlap with US business hours (9 AM in NYC = 3 PM in Pristina). The infrastructure is solid: fiber internet, modern office spaces, and a growing tech ecosystem. Plus, you're working with US leadership who holds the team to US standards.
Kosovo has been politically stable since independence in 2008. It's a recognized state by the US, EU, and 100+ countries. Infrastructure-wise: we have reliable power (backup generators in place), fiber internet (better than some US cities), and modern office facilities. The bigger risk? Your current offshore provider in Manila with 12-hour time difference and cultural disconnect.
We invoice in USD and accept wire transfers, ACH, or credit card. We're set up for easy US/EU payments, no complex international banking. Invoicing is monthly in arrears (you pay for hours actually worked). We handle all local tax and employment compliance, you just pay one simple invoice.
Our Kosovo team (CET/CEST) provides perfect overlap with US business hours (9 AM - 5 PM ET = 3 PM - 11 PM Kosovo time). For after-hours or weekend coverage, we structure shifts accordingly. We can also support European hours natively since our team is based there. If you need 24/7 coverage, we can combine Kosovo day shifts with other arrangements.
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