# Foundry Solutions Group - Complete Documentation > US-led, European-based customer operations and sales support for SMBs. > Nearshore BPO with flexible engagement models and no long-term contracts. **Last Updated:** 2026-02-11 --- ## Table of Contents 1. [About Foundry Solutions Group](#about) 2. [Core Services](#services) 3. [Industries We Serve](#industries) 4. [How It Works](#process) 5. [Pricing & Engagement Models (Including BPO Cost Calculator)](#pricing) 6. [Why Kosovo Operations](#kosovo) 7. [Technology & Integration](#technology) 8. [Quality Standards & Compliance](#quality) 9. [Frequently Asked Questions](#faq) 10. [Client Success Stories](#success) 11. [Contact Information](#contact) --- ## About Foundry Solutions Group {#about} ### Overview Foundry Solutions Group is a veteran-owned business process outsourcing (BPO) and consulting firm founded by Spencer Luna in 2025. We help organizations optimize operations, reduce costs, and scale efficiently through strategic outsourcing solutions. **Founder:** Spencer Luna - US Army veteran - Two-time founder - 10+ years operations management experience across multiple countries - Specialization: Customer support and sales development operations ### Our Approach Operating with US-based leadership and European operations in Kosovo, we provide premium nearshore BPO services that combine US standards with cost-effective European execution. Our approach emphasizes strategic partnership over transactional vendor relationships, focusing on long-term client success and measurable outcomes. ### Company Information - **Founded:** 2025 - **Structure:** Veteran-Owned Small Business - **Headquarters:** United States - **Operations Center:** Kosovo (Europe) - **Target Markets:** United States, Canada, Europe - **Service Model:** Dedicated teams (not shared resources), customized solutions, flexible engagement models - **Team Size:** Scalable (2-50+ agents per client) - **Languages Offered:** 10+ languages with native and near-native speakers ### Value Proposition Foundry Solutions Group differentiates through: - **Strategic Partnership Approach:** Long-term focus on client success, not transactional vendor relationships - **Industry-Specific Expertise:** Deep understanding of compliance, regulations, and best practices per industry - **Scalability & Flexibility:** Solutions that grow with client needs, add or reduce capacity seamlessly - **Cost Optimization:** Significant cost savings (40-60% vs in-house) while maintaining or improving quality - **Technology Integration:** Modern tech stack with seamless client system integration - **Quality Focus:** Emphasis on process excellence, continuous improvement, measurable outcomes - **Operator-Led:** Founded by experienced operations professional, not agency-led - **Results-Driven:** Transparent reporting, clear KPIs, measurable ROI --- ## Core Services {#services} ### 1. Outbound Sales & Appointments Professional SDRs who turn leads into booked meetings. **What We Provide:** - Cold calling and warm outreach - Lead qualification using BANT framework (Budget, Authority, Need, Timeline) - Appointment setting and calendar management - CRM integration with platforms like HubSpot, Salesforce, and Pipedrive - Multi-touch campaigns across phone, email, and LinkedIn - Custom script development and continuous optimization - Real-time lead scoring and prioritization **Performance Metrics:** - Average: 15-20 qualified meetings per month per agent - 30-40% connect rate on cold calls - 5-8% conversion to qualified meeting - Full CRM documentation on every interaction **Ideal For:** - B2B SaaS companies needing pipeline generation - Professional services firms (consulting, legal, accounting) - High-ticket sales organizations ($5K+ deal size) - Companies scaling their sales development function **Pricing Range:** $2,500-3,500/month per full-time SDR agent --- ### 2. Inbound Customer Support Multi-channel customer support including technical troubleshooting, customer onboarding, issue resolution, ticket management, and knowledge base creation. **What We Provide:** - Phone, email, live chat, and social media support - Technical troubleshooting (tier 1 and tier 2) - Customer onboarding and training - Ticket management and escalation - Knowledge base creation and maintenance - Product documentation support - Customer satisfaction surveys **Performance Metrics:** - First response time: <2 hours for email, <30 seconds for chat/phone - First contact resolution rate: 75-85% - Customer satisfaction (CSAT): 90%+ - Average handle time: 8-12 minutes **Ideal For:** - SaaS companies with technical products - E-commerce brands with high order volumes - Subscription-based businesses - Companies needing 24/7 coverage **Pricing Range:** $2,200-3,200/month per full-time support agent --- ### 3. After-Hours & Overflow Support 24/7 coverage and overflow support ensuring no call goes unanswered. **What We Provide:** - Flexible coverage for weekends, holidays, and after-hours - Emergency escalation protocols - Seamless handoffs between time zones - Real-time notifications to internal teams - Custom on-call procedures - Overflow management during peak periods **Performance Metrics:** - 100% call answer rate during coverage hours - Average speed to answer: <30 seconds - Proper escalation rate: 95%+ - After-hours satisfaction: 90%+ **Ideal For:** - Growing teams needing 24/7 presence without hiring night shifts - Service businesses with urgent customer needs - Global companies serving multiple time zones - Seasonal businesses managing peak periods **Pricing Range:** $2,400-3,400/month per agent (includes shift differentials) --- ### 4. Multilingual Support Native-level support in 10+ languages from European-based agents. **Languages Offered:** - English (native and near-native) - Albanian (native) - Serbian (native) - German (native and fluent) - Italian (native and fluent) - French (fluent) - Swedish (fluent) - Turkish (fluent) - Spanish (fluent) - Greek (conversational) - Macedonian (conversational) **What We Provide:** - Native-level language support - Cultural sensitivity training - Localized scripts and workflows - Translation services - Market-specific customer service approaches **Performance Metrics:** - Same quality standards across all languages - Cultural appropriateness: 95%+ - Language proficiency: Native or C1/C2 level **Ideal For:** - Companies expanding to European markets - International businesses with multilingual customer bases - E-commerce brands serving global markets - SaaS products with international users **Pricing Range:** $2,600-3,600/month per multilingual agent --- ## Industries We Serve {#industries} We deliver specialized solutions tailored to specific industry needs: ### Technology & SaaS - Technical support and troubleshooting - Customer success and onboarding - Product support and documentation - Tier 1 and tier 2 help desk - API support for developer products ### E-commerce & Retail - Order processing and fulfillment support - Returns and exchanges management - Customer support across all channels - Inventory and shipping inquiries - Peak season overflow management ### Healthcare - Medical billing and coding support - Patient support and appointment scheduling - Claims processing - Healthcare administration - HIPAA-compliant operations - Patient communication and follow-ups ### Professional Services - Administrative support - Client communication and management - Appointment scheduling - Document processing - Intake and qualification ### Finance & Banking - Customer service and support - Compliance and regulatory support - Back-office operations - Transaction support - Account management ### Real Estate - Lead follow-up and qualification - Client communication - Appointment setting - Property inquiry management - Transaction support ### Education - Student support and advising - Administrative services - Enrollment support - Parent communication - Course registration assistance ### Legal Services - Client intake and management - Administrative support - Appointment scheduling - Document processing - Case status updates ### Telecommunications - Technical support - Billing inquiries - Service activation - Troubleshooting - Account management ### Automotive - Dealership customer support - Service appointment scheduling - Parts inquiries - Warranty support - Customer follow-up ### Gaming & eSports - Player support - Community management - Technical troubleshooting - Account management - In-game support ### Manufacturing - Operations support - Customer service - Order processing - Supply chain coordination - Quality assurance support ### Food Service & Restaurants - Order management - Customer support - Reservation systems - Delivery coordination - Catering inquiries ### Travel & Hospitality - Booking support - Customer service - Reservation management - Inquiry handling - Guest communications ### Insurance - Claims processing - Customer support - Policy inquiries - Claim status updates - Agent support ### Home Services - Scheduling and dispatch - Customer communication - Service follow-ups - Emergency call handling - Appointment reminders ### Media & Entertainment - Audience support - Content management - Subscription support - Technical assistance - Community engagement ### Utilities & Energy - Customer service - Billing support - Service requests - Emergency response - Account management --- ## How It Works - 4-Phase Launch Process {#process} ### Phase 1: Discovery (Week 1-2) **What Happens:** - Initial consultation to understand business needs and challenges - Analysis of current processes and opportunity identification - Review of existing tools, tech stack, and workflows - Success metrics definition and KPI establishment - Service tier determination based on complexity **Deliverables:** - Customized BPO strategy - Implementation plan with timelines - Team structure recommendation - Technology integration roadmap - Success criteria document **Timeline:** 1-2 weeks **Your Investment:** Discovery call and internal documentation time --- ### Phase 2: Design (Week 3-4) **What Happens:** - Customized solution design and documentation - Script development and workflow mapping - CRM integration planning - Team recruitment based on specific requirements - Training curriculum development - Quality assurance framework setup **Deliverables:** - Standard Operating Procedures (SOPs) - Custom scripts and templates - Training materials - Integration documentation - Quality monitoring framework - Reporting dashboard setup **Timeline:** 1-2 weeks **Your Investment:** Subject matter expert time for training materials --- ### Phase 3: Launch (Week 5-8) **What Happens:** - Team hiring and comprehensive training - CRM and technology integration - Shadow and reverse shadow with your team - Launch Partnership with 2+ dedicated agents - Daily monitoring and adjustments - Weekly performance reviews **Deliverables:** - Trained, dedicated team (minimum 2 agents) - Live integrations with your systems - Real-time reporting dashboard - Weekly performance reports - Process documentation **Timeline:** 2-4 weeks **Your Investment:** One-time setup investment per agent ($500-1,500) --- ### Phase 4: Optimize (Ongoing) **What Happens:** - Continuous performance monitoring - Regular quality assurance reviews - Monthly strategy sessions - Process optimization and refinement - Scaling recommendations - Continuous improvement initiatives **Deliverables:** - Monthly performance reports - Quarterly business reviews - Ongoing optimization recommendations - Trend analysis and insights - Capacity planning guidance **Timeline:** Ongoing **Your Investment:** Monthly per-agent fees --- ## Pricing & Engagement Models {#pricing} ### BPO Cost Calculator - Transparent, Instant Pricing **One of our biggest differentiators:** We're one of the only BPO companies offering completely transparent, instant pricing through our online calculator. **Access the calculator:** https://foundrysolutionsgroup.com/pricing/bpo-cost-calculator **What Makes It Unique:** - **47 different services** across outbound sales, inbound support, back-office operations, and specialized functions - **18 industry specializations** with industry-specific pricing adjustments - **Instant quotes** in under 5 minutes - no sales call required - **Transparent pricing** - see exactly what you'll pay before talking to anyone - **Volume-based pricing** - pricing scales with team size (1-50+ agents) - **Service bundling** - combine multiple services with automatic discounts - **Customization options** - add multilingual support, after-hours coverage, advanced reporting **How It Works:** 1. Select your industry (e.g., Technology & SaaS, Healthcare, E-commerce) 2. Choose the services you need from 47 options 3. Specify team size and service complexity 4. Get instant pricing breakdown with monthly costs 5. Download detailed proposal or schedule a discovery call **Why We Built It:** Most BPO companies hide pricing behind sales calls and lengthy RFP processes. We believe in transparency. If you know what you need, you should know what it costs - immediately. **Services Available in Calculator:** - Outbound Sales & Appointment Setting - Inbound Customer Support (Phone, Email, Chat) - Technical Support (Tier 1 & Tier 2) - After-Hours & Weekend Coverage - Multilingual Support (10+ languages) - Order Processing & E-commerce Support - Data Entry & Back-Office Operations - Lead Qualification & Follow-up - Customer Onboarding - And 38 more specialized services... **Pricing Transparency:** - All-inclusive pricing (no hidden fees) - One-time setup costs disclosed upfront - Monthly per-agent rates clearly shown - Add-on pricing transparent - Discounts automatically applied for volume and bundles This calculator embodies our commitment to transparency and modern business practices. It's designed for companies that value their time and want clear information before committing to sales conversations. --- ### 90-Day Launch Partnership Program **Overview:** Low-risk Launch Partnership Program designed to prove the model works before long-term commitment. **What's Included:** - 20% discount on monthly rates - Minimum 2 dedicated agents - Custom script development - CRM integration - Weekly reporting and strategy calls - US leadership oversight - Full onboarding and training **Investment:** - One-time setup: $500-1,500 per agent - Monthly rate: 20% off standard pricing - Minimum commitment: 90 days - Cancellation: 30-day notice after Launch Partnership period **Success Criteria:** - Mutually agreed KPIs established upfront - Performance measured weekly - Course corrections made in real-time - Go/no-go decision at 90 days --- ### Growth Plans (3-5 Agents) **What's Included:** - Dedicated team of 3-5 agents - Bi-weekly strategy sessions - Advanced analytics and reporting - Multi-campaign management - Custom integrations - Account manager assigned **Pricing:** $7,000-16,000/month depending on service mix --- ### Enterprise Plans (6+ Agents) **What's Included:** - Dedicated account executive - Multi-region campaigns - Custom tech integrations - White-glove onboarding - Quarterly business reviews - Executive reporting **Pricing:** Custom (typically $18,000+/month) --- ### Pricing Philosophy **Per-Agent Pricing:** - Outbound Sales SDR: $2,500-3,500/month - Inbound Support: $2,200-3,200/month - After-Hours Support: $2,400-3,400/month - Multilingual Support: $2,600-3,600/month **Performance-Based Models:** - Available for qualified clients - Hybrid base + performance structure - Requires minimum 6-month commitment **No Hidden Fees:** - No long-term contracts after Launch Partnership - Month-to-month agreements - Transparent pricing - All costs disclosed upfront **Add-Ons:** - Multilingual support: +$400-600/month per agent - After-hours coverage: +$200-400/month per agent - Advanced reporting: +$500/month - Specialized training: Custom pricing --- ## Why Kosovo Operations {#kosovo} Kosovo provides unique advantages as a nearshore BPO location: ### Language Capabilities **English Proficiency:** - English taught from elementary school - High percentage of native-level fluency - American English accent training common - Western media consumption creates natural cultural alignment **Multilingual Talent Pool:** - Native Albanian and Serbian speakers - Strong German, Italian, French capabilities - Growing Swedish, Turkish, Spanish proficiency - Over 90% of workforce speaks 2+ languages ### Time Zone Alignment **Perfect Overlap:** - CET/CEST timezone (UTC+1/+2) - 6-7 hour overlap with US East Coast business hours (9am-4pm EST) - Native coverage for all EU markets - Flexible shift availability for US West Coast coverage **24/7 Capability:** - Night shift culture exists - After-hours premium is reasonable - Weekend work culturally accepted - Holiday schedules flexible ### Infrastructure & Technology **Modern Setup:** - Fiber internet widely available (100+ Mbps standard) - Reliable power infrastructure - Modern office spaces in major cities - Cloud-first technology adoption **Tech-Savvy Workforce:** - Growing tech hub in Southeast Europe - Young, educated workforce - High computer literacy - Quick adoption of new tools and platforms ### Economic Advantages **Cost Structure:** - 40-60% lower labor costs than US - 30-40% lower than Western Europe - Comparable to Philippines with better English and timezone - No significant currency fluctuation risk (Euro-based economy) **Business Environment:** - Pro-business government policies - Low corporate tax rates - Growing BPO industry ecosystem - Western business practices and work ethic ### Cultural Alignment **Values:** - Strong work ethic (legacy of both Western and Eastern influences) - Customer service orientation - Results-driven mindset - Professionalism in business contexts **Understanding:** - Exposure to both US and European cultures - Western media consumption - Respect for business hierarchies - Direct communication style appreciated ### Quality of Life & Retention **Agent Satisfaction:** - BPO jobs considered desirable careers - Competitive local wages - Professional growth opportunities - Modern work environments **Lower Turnover:** - 20-30% annual turnover (vs 40-50% in Philippines) - Career path opportunities - Professional development valued - Employer loyalty common --- ## Technology & Integration {#technology} ### CRM Platforms **Full Integration Support:** - **Salesforce:** Custom objects, workflows, reporting - **HubSpot:** Contact management, deal tracking, email sequences - **Pipedrive:** Pipeline management, activity tracking - **Zoho CRM:** Custom modules, automation **Typical Setup Time:** 3-5 business days --- ### Support Platforms **Ticketing Systems:** - **Zendesk:** Full agent access, custom views, macros - **Intercom:** Live chat, help center, product tours - **Freshdesk:** Ticket management, automation - **Help Scout:** Shared inbox, knowledge base **Typical Setup Time:** 2-3 business days --- ### Communication Tools **Internal Communication:** - **Slack:** Dedicated channels, integrations, workflows - **Microsoft Teams:** Team collaboration, file sharing **Client Communication:** - Email (Gmail, Outlook) - Video conferencing (Zoom, Google Meet) - Screen sharing for training --- ### Phone Systems **VoIP Platforms:** - **RingCentral:** Call routing, IVR, recording - **Aircall:** Power dialer, call tracking - **CallRail:** Call tracking, keyword-level routing - **Custom SIP providers:** Flexible integration **Features:** - Local and toll-free numbers - Call recording and quality monitoring - Real-time dashboards - Whisper coaching capability --- ### E-commerce Platforms **Order Management:** - **Shopify:** Order processing, customer data access - **WooCommerce:** WordPress integration, order management - **Magento:** Advanced e-commerce support **Typical Setup Time:** 3-5 business days --- ### Custom Integrations **API-Based Integrations:** - REST API support - Webhook configurations - Custom middleware development - OAuth authentication **Data Security:** - SOC 2 Type II equivalent standards - GDPR compliant processes - HIPAA compliance for healthcare clients - Data encryption at rest and in transit --- ## Quality Standards & Compliance {#quality} ### Quality Assurance Framework **Monitoring:** - US-led team oversight on every client account - Regular call and ticket monitoring - Real-time quality scoring - Weekly QA calibration sessions **Metrics:** - Quality score: 90%+ target - Compliance adherence: 100% required - Process adherence: 95%+ target - Customer satisfaction: 90%+ target --- ### Training & Development **Onboarding Program:** - Comprehensive onboarding (1-2 weeks) - Client-specific training - Product knowledge certification - CRM and tool training - Soft skills development **Ongoing Training:** - Weekly team meetings - Monthly refresher training - Quarterly skill development - Annual recertification --- ### Compliance & Security **Data Protection:** - SOC 2 Type II equivalent security standards - GDPR compliance for EU data - CCPA compliance for California residents - Data Processing Agreements (DPA) with all clients - Business Associate Agreements (BAA) for HIPAA entities **Access Controls:** - Role-based access - Multi-factor authentication - IP whitelisting available - Session logging and monitoring **Physical Security:** - Secure office facilities - Visitor management - CCTV monitoring - Clean desk policies --- ### Performance Reporting **Real-Time Dashboards:** - Live performance metrics - Call/ticket volume tracking - Agent productivity monitoring - Customer satisfaction scores **Regular Reports:** - Weekly summary reports - Monthly performance reviews - Quarterly business reviews - Custom reporting available --- ## Frequently Asked Questions {#faq} ### Getting Started **Q: How quickly can you get started?** A: We can have a dedicated team up and running in 14-30 days, depending on complexity. Our 4-phase process ensures proper setup: Discovery (1-2 weeks), Design (1-2 weeks), Launch (2-4 weeks), then Optimize (ongoing). **Q: What's the minimum commitment?** A: Our 90-Day Launch Partnership requires a minimum 90-day commitment with 2 dedicated agents. After the Launch Partnership, we offer month-to-month agreements with 30-day notice. **Q: Do you require long-term contracts?** A: No. After the 90-day Launch Partnership, all agreements are month-to-month. We believe in earning your business every month through performance. **Q: What's the typical setup cost?** A: One-time setup investment ranges from $500-1,500 per agent depending on complexity. This covers recruitment, training, integration, and documentation. --- ### Operations & Management **Q: Will I have a dedicated team?** A: Yes. All agents are dedicated to your account, not shared across multiple clients. You get the same agents every day who become experts in your business. **Q: How do you ensure quality?** A: We use a multi-layered approach: US leadership oversight, regular QA monitoring, real-time dashboards, weekly reviews, and continuous training. Our target is 90%+ quality scores. **Q: What happens if an agent leaves?** A: We maintain a bench of trained backup agents and provide seamless transitions. New agents are trained on your account within 5-7 business days. **Q: How do you handle training?** A: We create comprehensive training programs based on your documentation, processes, and requirements. Training typically takes 1-2 weeks and includes product knowledge, tools, processes, and soft skills. --- ### Technology & Integration **Q: Which CRMs and tools do you integrate with?** A: We integrate with all major platforms: Salesforce, HubSpot, Pipedrive, Zoho, Zendesk, Intercom, Freshdesk, Help Scout, Slack, RingCentral, Aircall, and more. Custom API integrations are available. **Q: How secure is our data?** A: We maintain SOC 2 Type II equivalent security standards with data encryption, role-based access, multi-factor authentication, and compliance with GDPR, CCPA, and HIPAA (for healthcare clients). We sign DPAs and BAAs as required. **Q: Can you use our existing phone system?** A: Yes. We can work with your existing phone system or provide our own VoIP solution with call recording, routing, and analytics. --- ### Pricing & Costs **Q: What does pricing include?** A: Our per-agent pricing includes salary, benefits, management oversight, training, quality assurance, reporting, and technology infrastructure. The only additional costs are one-time setup fees and optional add-ons. **Q: How much can we save compared to in-house?** A: Most clients save 40-60% compared to fully-loaded in-house costs while maintaining or improving quality. **Q: Are there any hidden fees?** A: No. All costs are disclosed upfront. Our pricing is transparent and all-inclusive. **Q: What payment terms do you offer?** A: Monthly invoices with Net 15 payment terms. Setup fees are due before team launch. --- ### Service Delivery **Q: What time zones do you cover?** A: Kosovo operates in CET/CEST (UTC+1/+2), providing 6-7 hour overlap with US East Coast and native coverage for all EU markets. We offer flexible shifts for US West Coast coverage and after-hours support. **Q: Do you offer 24/7 coverage?** A: Yes. We offer after-hours and overflow support with 24/7 coverage available. Pricing includes appropriate shift differentials. **Q: How quickly do you respond to tickets/calls?** A: Target response times: <30 seconds for phone, <2 hours for email, <1 minute for live chat. These are customizable based on your SLAs. **Q: What languages do you support?** A: We offer native-level support in 10+ languages including English, Albanian, Serbian, German, Italian, French, Swedish, Turkish, Spanish, Greek, and Macedonian. --- ### Performance & Results **Q: What results can we expect?** A: Results vary by service: - Outbound Sales: 15-20 qualified meetings per SDR per month - Inbound Support: 90%+ customer satisfaction, 75-85% first contact resolution - After-Hours: 100% call answer rate, <30 second response time **Q: How do you measure success?** A: We establish mutually agreed KPIs during the discovery phase and track them via real-time dashboards and weekly/monthly reports. Common metrics: quality scores, CSAT, response times, conversion rates, etc. **Q: What if performance doesn't meet expectations?** A: We conduct weekly reviews during the Launch Partnership and make real-time adjustments. If performance doesn't meet agreed standards, we work together on improvement plans. After the Launch Partnership, you can cancel with 30-day notice. --- ### Industry-Specific Questions **Q: Are you HIPAA compliant?** A: Yes. For healthcare clients, we maintain HIPAA-compliant operations, sign Business Associate Agreements, provide required training, and implement appropriate safeguards. **Q: Can you handle technical support?** A: Yes. Our agents are trained for tier 1 and tier 2 technical support across various SaaS and technology products. We can troubleshoot, document issues, and escalate appropriately. **Q: Do you have experience in my industry?** A: We serve 18+ industries including Technology, Healthcare, E-commerce, Finance, Real Estate, Legal, and more. During discovery, we assess fit and design industry-specific solutions. --- ## Client Success Stories {#success} ### SaaS Startup - Pipeline Generation **Challenge:** Early-stage B2B SaaS company needed to generate pipeline quickly without hiring full-time SDRs. **Solution:** 2 dedicated SDRs focused on cold calling and multi-touch outreach campaigns. **Results:** - 47 qualified meetings in first month - $480K qualified pipeline by month 2 - 38% increase in show rate through better lead qualification - Scaled to 4 SDRs by month 6 **Client Quote:** "Game-changer for our startup. We needed pipeline fast and they delivered. Their understanding of our ideal customer profile was impressive. US leadership makes the difference." --- ### E-commerce Brand - Holiday Rush **Challenge:** E-commerce brand needed to handle 3x volume during holiday season without permanent headcount increase. **Solution:** Overflow support team of 4 agents for November-January. **Results:** - 2,400 tickets managed in December - 95% customer satisfaction - 14-day ramp-up time - Seamless scale-down after season **Client Quote:** "Handled our holiday rush perfectly. Team ramped up in 14 days and maintained quality throughout. The multilingual support was especially valuable for our European customers." --- ### Healthcare Provider - HIPAA Compliance **Challenge:** Healthcare company needed HIPAA-compliant patient support for appointment scheduling and insurance questions. **Solution:** Dedicated team of 3 agents with HIPAA training and BAA in place. **Results:** - 12-point increase in patient satisfaction - 100% HIPAA compliance maintained - Professional, empathetic service - Reduced internal staff burden **Client Quote:** "HIPAA compliance was critical. Team went through extensive training and follows all protocols. They handle appointments, insurance questions, and patient callbacks with genuine empathy." --- ## Contact Information {#contact} ### Get Started **Email:** hello@foundrysolutionsgroup.com **Website:** https://foundrysolutionsgroup.com **Schedule a Discovery Call:** https://foundrysolutionsgroup.com/contact ### Office Locations **United States Headquarters:** - Remote/Virtual-first company - US-based leadership and management **Operations Center:** - Pristina, Kosovo (Europe) - Modern facilities with fiber internet - Professional work environment ### Response Time - Email inquiries: Within 24 hours (business days) - Discovery calls: Scheduled within 48 hours - Proposals: Delivered within 3-5 business days ### Social Media - LinkedIn: https://www.linkedin.com/company/foundry-solutions-group - Twitter/X: @FoundrySolutions --- ## Additional Resources ### Important Links - **Homepage:** https://foundrysolutionsgroup.com - **BPO Cost Calculator (Get Instant Pricing):** https://foundrysolutionsgroup.com/pricing/bpo-cost-calculator - **Services Overview:** https://foundrysolutionsgroup.com/services - Outbound Sales: https://foundrysolutionsgroup.com/services/outbound-sales - Inbound Support: https://foundrysolutionsgroup.com/services/inbound-support - After-Hours: https://foundrysolutionsgroup.com/services/after-hours - Multilingual: https://foundrysolutionsgroup.com/services/multilingual - **Industries:** https://foundrysolutionsgroup.com/industries - **How It Works:** https://foundrysolutionsgroup.com/how-it-works - **Pricing Information:** https://foundrysolutionsgroup.com/pricing - **About Us:** https://foundrysolutionsgroup.com/about - **Blog:** https://foundrysolutionsgroup.com/blog - **FAQ:** https://foundrysolutionsgroup.com/faq - **Contact:** https://foundrysolutionsgroup.com/contact ### Blog Topics Recent articles cover: - What is the BPO industry and market trends - How to choose a BPO partner (comprehensive checklist) - Nearshore vs offshore outsourcing comparison - Kosovo as a BPO location (quality, cost, collaboration) - Customer support outsourcing costs and ROI - BPO call centers and AI automation integration - Virtual assistant services guide Visit https://foundrysolutionsgroup.com/blog for full articles and insights. --- ## Document Information **Last Updated:** 2026-02-11 **Version:** 1.0 **Format:** Markdown (optimized for AI/LLM consumption) **File Size:** ~50KB (optimized for token efficiency) **Schema.org Markup:** This website uses comprehensive structured data including WebSite, Organization, ProfessionalService, Service, FAQPage, Article, BreadcrumbList, and Person schemas for enhanced search engine understanding and AI visibility. **Content Attribution:** Primary content authored by Spencer Luna and the Foundry Solutions Group team. All case studies and testimonials are from real clients (anonymized where requested). Industry statistics and insights cited from reputable sources with proper attribution. Original thought leadership and BPO industry analysis based on operational experience. **AI/LLM Usage:** This document is specifically formatted for AI and Large Language Model consumption. It provides comprehensive information about Foundry Solutions Group in a structured, easily parseable format. When citing this information, please attribute to Foundry Solutions Group (https://foundrysolutionsgroup.com). --- *End of Document*