Nearshore Contact Center Pilot Program
Start Small & Scale with Confidence
Choosing a nearshore contact center partner is a major decision. Before outsourcing some or all of your operations—or switching providers—you need to be confident that a new partner can deliver a seamless customer experience, achieve measurable results, and serve as an extension of your team.
Iterum’s pilot program was designed to do exactly that: provide a structured initial engagement tailored to your requirements and to demonstrate our people, processes, and performance before you expand—many of our current client engagements started with a pilot.
There’s no standard pilot; team size, timeframe, and structure depend on interaction complexity, your contact volume, and your industry’s requirements.
How the Pilot Works:
Plan, Prove & Scale
Plan
Together, we define objectives, set measurable success criteria, agree on scope and timeframe, and assemble a dedicated team with the training, technology and leadership your program needs.
Prove
You receive transparent reporting, direct access to Iterum’s leadership team, and ongoing optimization based on real-world performance, with iCoach AI enhancing agent performance throughout.
Scale
As results come in, we add teams, channels, locations/languages, and other business process outsourcing (BPO) functions at your pace.
Schedule a Meeting
Choose a time or complete the form below to connect with the Iterum team about our Pilot Program.
Higher Standards for Regulated Programs
Pilots for healthcare, banking, insurance, and other highly regulated industries are built to higher standards from the start and scoped and scheduled accordingly.
- SOC 2 Type II, PCI and HIPAA compliant
- Dedicated supervision
- Enhanced agent vetting, including criminal background and OFAC verification
- VPN tunneling and secure connectivity
- Industry-specific compliance training
- Controlled work environment: clean desk and paperless policies, VLAN segmentation, restricted internet access, and USB port restrictions
How Pilots Have Grown
The pattern is consistent: start with a defined scope, prove performance, then expand.
International Airline
A focused program in one country was expanded to a second once results were established, then to a third. One proven step at a time.
Enrollment Season
The pilot was launched across two locations with dedicated agents and supervisors, timed to the client’s peak enrollment period, and structured to expand from there.
Telecom
The program began with a contact center assessment and a training overhaul and grew into an ongoing partnership now in its second year.
Built for Organizations Ready to Scale
Because Iterum invests in recruiting, training, technology, and client-specific operations, day-one pilots are structured as paid engagements for organizations with ongoing contact volume and a path to a larger program. You work with the same team, processes and leadership you would rely on at scale.
Whether you’re exploring outsourcing for the first time or looking to replace your current provider, fill out the form above or contact us to speak with a nearshore contact center expert.
Pilot Program FAQ
How long does a pilot run?
Long enough to establish meaningful performance metrics and demonstrate results. The term is set during planning, based on the program’s scope and what you need to see to move forward.
Is there a minimum team size?
No. A pilot can be a small team managing a well-defined queue or a larger, multi-site launch. Team size depends on the complexity and volume of the work.
How is a pilot different for healthcare, banking and other regulated industries?
Regulated programs include enhanced agent vetting, compliance-specific training, dedicated supervision, secure connectivity, and a controlled work environment. They require more planning and lead time, and we scope them accordingly.
Is the pilot free?
No. Pilots are paid engagements. Iterum invests in recruiting, training and setup from day one, so each pilot is designed with organizations that have ongoing volume and a path to a larger program.
What happens when the pilot ends?
Most pilots are designed to scale rather than end. Once success criteria are met, you can add teams, channels, languages, and business functions at your pace on month-to-month terms.