Captive Customer Experience Centres
Build-operate-transfer captive centres established and run on the client’s behalf.
For enterprises that want the long-term advantages of an in-house captive without the establishment risk, Advait builds and operates the centre under a Build-Operate-Transfer model. We stand up the facility, recruit and train the organisation, run it to maturity, and transfer it to the client when agreed milestones are met.
What we cover
- Site selection, facility build-out and infrastructure provisioning
- Legal-entity, statutory and operational set-up support
- End-to-end recruitment of leadership and frontline organisation
- Operating model, process and technology stand-up
- Defined transfer pathway and ownership transition
How we deliver it
- 01BOT roadmap with milestone-based transfer triggers
- 02Knowledge codification so the captive is transferable, not dependent
- 03Leadership bench developed for eventual client ownership
- 04Governance designed for hand-over from day one
The metrics we govern
Every capability is run to explicit, contractually governed performance metrics — reviewed in joint governance.
Time-to-operational
Ramp adherence
Quality & CSAT at maturity
Transfer-readiness index
Cost per transaction
The value created
Captive control without establishment risk
Faster time-to-capability than building alone
Clean, de-risked ownership transfer
How this is run
Delivered under Customer Experience's operating doctrine — the standards applied across every capability in the practice.
Governance
Each programme runs on a multi-tier governance structure: daily operational huddles, weekly performance reviews, monthly business reviews with the client sponsor, and quarterly strategic reviews covering trajectory, investment and roadmap. A named operations leader owns the P&L of the engagement, supported by quality, workforce and transformation leads with clear escalation paths and decision rights.
Reporting & insight
Reporting is delivered through real-time dashboards and a governed reporting cadence covering volume, service level, AHT, resolution, quality, CSAT/NPS, adherence and cost-to-serve. Clients receive transparent access to the same data we manage to, eliminating the information asymmetry that undermines traditional outsourcing.
Security & compliance
Operations are delivered from access-controlled, monitored environments with role-based system access, data-loss-prevention controls, clean-room configurations where required, and full alignment to PCI-DSS, ISO 27001 and client-specific regulatory obligations. Security is designed into the floor plan, the network and the workflow — not bolted on afterwards.
Transition & onboarding
Transition follows a gated framework — discovery, design, knowledge transfer, pilot, ramp and steady-state — with documented runbooks, training certification, shadow and reverse-shadow phases, and explicit go/no-go criteria. Risk is actively managed so the customer never experiences the migration.
Business continuity
Business continuity is engineered through multi-site redundancy, work-from-home failover, cross-trained staffing pools and tested recovery playbooks, ensuring service levels are protected through disruption, demand spikes and seasonal peaks.
Scalability
Programmes scale through a repeatable recruitment and training engine, a flexible commercial model, and a site and technology footprint designed to absorb growth — moving from pilot teams to multi-site organisations without re-architecting the operation.
More in Customer Experience
Dedicated Contact Centres
Ring-fenced teams, technology and facilities operated exclusively for one client.
Clean Room Facilities
Isolated, paperless, surveillance-controlled environments for sensitive operations.
Secure Banking Operations
Regulated voice, digital and back-office operations for financial institutions.
PCI-Compliant Operations
Cardholder-data environments aligned to PCI-DSS for payment-handling operations.
Fixed Term Contract Delivery Model
Committed-term engagements with defined scope, capacity and pricing.
Pay Per Seat Delivery Model
Transparent per-seat economics with flexible scaling.
Dedicated Teams
Ring-fenced advisor and specialist teams aligned to a single programme.
Voice Operations
Inbound and outbound voice across service, sales, retention and support.
Email Support
Accurate, on-brand asynchronous resolution at volume.
Chat Support
Concurrent live chat blending speed with deflection and automation.
Omnichannel Support
Unified experience across voice, chat, email, social and messaging.
Technical Help Desk
Tiered technical support for products, platforms and enterprise IT.
L1 Technical Support
First-line triage, diagnosis and resolution of common issues.
L2 Technical Support
Specialist diagnosis of complex and escalated technical issues.
Customer Success
Proactive engagement driving adoption, retention and expansion.
Sales Operations
Inbound and outbound sales, qualification and conversion programmes.
Collections
Compliant, customer-sensitive early and late-stage collections.
Back Office Operations
Transaction processing, case work and document operations at scale.
Quality Assurance
Calibrated quality frameworks linking behaviour to customer outcomes.
Training & Enablement
Certification-based onboarding and continuous capability building.
Knowledge Management
Single source of truth powering advisors, automation and self-service.
Workforce Management
Forecasting, scheduling and real-time control of capacity.
Automation in Customer Experience
AI, bots and RPA woven into operations to deflect, assist and resolve.
Command Centre Operations
Real-time nerve centre steering service levels across the operation.
Better businesses are built through better operations.
Whether you are establishing a capability centre, transforming customer operations, running critical banking infrastructure, operating renewable assets or creating value across a portfolio — Advait brings the operators, the platform and the accountability to deliver.