The floor remembers everything. The attrition that spikes on schedule, the QA that samples almost nothing, the AI layer that quietly splits your compliance function. LeakMap finds the leaks, names them in the report, and breaks them.
Start With the Leak Scan — ₹25,000–₹40,000 | $400–$600Why this industry leaks the way it does.
Outsourcing runs on a promise: your process, delivered at scale, at lower cost, at consistent quality. The floor reality is messier. The hybrid blend of AI and human agents has split every metric you steer by — CSAT now blends two different experiences, compliance now runs on two different rulebooks, and attrition has become a timing problem as much as a people problem.
This is the industry we know best: a three-year documented research line and a private, named pattern library built specifically for BPO and contact-centre operations. Every engagement starts from that library — we arrive already knowing where this industry leaks, and we test your floor against what the research has already documented before we look for anything new. The pattern names live in the reports and the engagements; that is the moat, and it stays ours.
Rashi Mathur: 17 years of Quality and Training leadership, Six Sigma Master Black Belt, certified POSH professional. Every engagement carries the falsifiability promise in writing — if we find no leak, the report tells you exactly where we looked, what we ruled out, and why. Fixed price. 50% advance, 50% on delivery.
Core diagnostic engagements. Don’t know where the leak is? Start with the Leak Scan.
The entry investigation. One domain — attrition, quality, compliance, or customer experience. Floor interviews, documents, and the leak the dashboard is missing. Fixed price, falsifiable in writing.
₹25,000–₹40,000 | $400–$600
Request Scope Proposal →The customer journey end to end — where the score you measure and the experience you deliver come apart.
₹25,000–₹75,000 | $300–$900
Request Scope Proposal →Rashi personally lives your customer journey — every channel, every handoff, every queue — and reports what your blended scores hide.
₹1,00,000–₹3,00,000 | $1,500–$5,000
Request Scope Proposal →QA says green, the customer says otherwise. Calibration, coaching, and the training gap.
₹25,000–₹75,000 | $400–$1,200
Request Scope Proposal →Policy vs practice: what the handbook says, what the floor does, and the distance between.
₹50,000–₹2,00,000 | $600–$2,400
Request Scope Proposal →The resignations you never exit-interviewed, read as evidence of the system that keeps producing them.
₹50,000–₹1,50,000 | $800–$2,500
Request Scope Proposal →Map what happens the day your key person resigns — before they do.
₹50,000–₹90,000 | $800–$1,500
Request Scope Proposal →Multi-site dependency mapping, full network report.
₹90,000–₹1,50,000 | $1,500–$2,500
Request Scope Proposal →Multi-week, multi-domain: quality, CX, hiring, and governance in one arc.
₹2,00,000–₹5,00,000 | $3,000–$8,000
Request Scope Proposal →For 200+ employees: the maximum-depth forensic audit.
₹4,00,000–₹18,00,000 | $6,000–$35,000
Request Scope Proposal →Statutory compliance audited like an operation — policy vs floor reality.
Policy vs floor reality, IC readiness, and the complaint channel that actually works.
₹40,000 | $600
Request Scope Proposal →Quarterly audit, training refresh, and IC support — all year.
₹50,000–₹1,50,000 | $800–$2,500
Request Scope Proposal →Screening and hiring investigations for the roles you keep reposting.
Candidate batches screened with our handwriting-based method — consent-based, mapped to role demands.
₹15,000–₹40,000 | $250–$600
Request Scope Proposal →The hiring-domain Leak Scan: the role you keep reposting, the interview loop that keeps clearing the wrong candidates, the onboarding week that keeps losing them.
₹25,000–₹40,000 | $400–$600
Request Scope Proposal →Sessions that land on the floor, with a written report behind them.
Make the Unsaid Said — names what the job never told your team-leaders: how work actually flows, who actually decides, what actually gets rewarded.
₹50,000–₹2,00,000 | $750–$4,000
Request Scope Proposal →A half-day team session plus the written pattern report. The bridge between a scan and a full audit.
₹75,000–₹1,50,000 | $1,200–$2,500
Request Scope Proposal →Quarterly, evidence-locked Industry Pattern Reports — every claim sourced, every finding dated and defined. The full pattern library lives in the reports and the engagements — not on this page.
Pattern intelligence for India’s $40 billion BPO/IT-BPM industry. Covers voice-led operations, contact centres, and back-office delivery.
Full-year analysis of 2024 with hindsight.
₹30,000 | $450
“The Pilot Year.” The year the economics of AI were proven but not acted on.
₹30,000 | $450
Every input repriced. AI from pilot to procurement.
₹25,000 | $375
Production AI arrives. The two-track workforce becomes visible.
₹25,000 | $375
The complete backlist: both retrospective editions plus the proprietary progression synthesis. Understand the full 2024–2026 arc in one purchase. Progression Edition included.
₹50,000 | $750
What’s inside every report: Attrition Analysis • Quality Analysis • Compliance Analysis • CX Analysis • Pattern Intelligence Insight by Rashi Mathur • Quarter-Ahead Outlook • Sources & Basis. 10–14 pages per report, delivered by email within 24 hours of purchase.
One finding from the reports, so you can see the artifact before you order it.
From the quality analysis: measurement modernised slower than capability. Traditional quality assurance stayed sample-based at 2 to 5 per cent of interactions while full-transcription deployments, capable of covering every contact, first appeared only in late 2025. The report names the pattern the Pilot Theater: the pilot succeeds everywhere and ships nowhere. The loop is reconstructed in seven stages, each dated and sourced, with the counter-pattern printed beside it: what production readiness actually looked like in the operations that crossed over. The finding lands where the sector lives: the industry built systems that could speak, then measured them by listening to one conversation in forty.
Illustrative excerpt, anonymized and redacted • BPO Industry Pattern Report, 2025 Retrospective Edition
The full-year rhythm: compliance, one or more investigations, and training — scheduled once, done all year.
Annual POSH, one Leak Scan, and one training — scheduled and done.
₹1,50,000 | $2,000
Request Scope Proposal →Key Person and CX Leak cycles included in the annual rhythm.
₹3,00,000 | $4,000
Request Scope Proposal →The enterprise rhythm, scoped by written proposal.
₹5,00,000 | $7,000
Request Scope Proposal →Fractional quality and operations leadership for BPOs that need senior oversight without the full-time cost. 17 years of Quality and Training leadership, Six Sigma Master Black Belt, certified POSH professional.
Senior quality and operations counsel on a monthly rhythm. The sounding board between the audit and the boardroom. Quarterly commitment.
₹40,000–₹75,000 per month | $600–$1,200
Request Scope Proposal →Owns your quality rhythm: audits, calibration, the training calendar, the compliance calendar. Senior leadership without the full-time cost.
₹1,00,000–₹1,50,000 per month | $1,600–$2,500
Request Scope Proposal →POSH and compliance leadership on retainer: policy, IC, training calendar, and the audit rhythm.
₹60,000–₹1,00,000 per month | $900–$1,500
Request Scope Proposal →Tell us the size, the symptom, and what you need. A written scope proposal with a fixed price arrives within 48 hours.
Find out what it has been trying to tell you — in one week, for a fixed price, with the falsifiability promise in writing.
