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MatruOS for a domestic BPO or call centre

Set up the way a domestic BPO or call centre runs: monthly billing to client companies per seat, per login hour, per transaction or per lead, sale or recovery; one-time set-up and training fees for a new process. Routines, workflows, registers, licences and an AI team that knows the work are ready when you sign up.

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Professional and business servicesReady when you sign up

  • 10routines on a timetable
  • 2workflows with approvals
  • 2SOPs and checks
  • 3registers of your own
  • 3jobs for your AI team
  • 8licences tracked

7-day free trial, no card needed.

What this solves

What a domestic BPO or call centre deals with today, and what MatruOS sets up for it

01Today

Clients deduct SLA penalties the owner cannot check because login data sits in the dialler. EOD MIS takes the MIS executive 2-3 hours every evening.

02In MatruOS

MatruOS sets up 10 routines, 2 workflows, 3 registers and 8 licences for a domestic BPO or call centre, with an AI team that reads your own records and prepares the work.

03What changes

The right person is reminded at the right time, approvals wait for whoever decides, and every licence has a renewal reminder. Anything that sends, pays, signs, files or deletes waits for a person's approval.

Where you sit

MatruOS starts from how your business earns

Who you sell to, who you buy from, how credit moves and where you sit in the chain decide how your screens, reminders and reports are set up.

  1. Client company
  2. BPO (process)
  3. customer or lead on the phone, chat or email

Your customers

  • D2C brands and e-commerce sellers
  • Banks, NBFCs and fintech lenders
  • Insurers and brokers
  • Telecom and DTH operators
  • Edtech and real estate firms
  • Government helplines

Your suppliers

  • Cloud dialler and telephony providers
  • Internet leased line providers
  • PC, headset and UPS dealers
  • Landlord or business centre
  • Recruitment consultants
  • Payroll and compliance consultant

Credit and cash

Clients pay 30-60 days after the monthly invoice, after deducting SLA penalties; salaries go out on the 7th; dialler and internet are paid monthly in advance

Working capital of about one and a half months' payroll is locked in receivables; a new process means 2-4 weeks of training paid before the first invoice

Your screens use your words

  • CustomerClient
  • OrderProcess
  • ItemSeat
  • InvoiceMonthly bill
  • productProcess
  • StaffAgent

How it works

How MatruOS is set up for a domestic BPO or call centre

Set-up takes a few minutes. After that, you change only what is different in your business.

  1. Describe the business in one lineFor example "Domestic BPO / call centre", typed when you sign up.
  2. Recognised as a domestic BPO or call centreRoutines, workflows, registers, items, licences and the AI team for this trade are set up for you.
  3. Bring your dataCustomers, items and balances come across from Zoho Books, Vyapar, Excel and others. For Tally, our team helps you move the data while Tally import is checked on the live app.
  4. Approve and runThe AI team prepares the routine work. A person approves anything that sends, pays, signs, files or deletes.

Your AI team

What the AI team does for a domestic BPO or call centre

Each job goes to a member of your AI team. It reads your own records and prepares the work. Anything that sends, pays, signs, files or deletes waits for a person's approval.

Operations head

Watches service level and queue every hour and alerts the team leader when it falls below target or too many agents are on break

Reads dialler interval data and attendance and login register

Works it out and shows you

Operations head

Prepares each client's end-of-day MIS in its own format with calls, leads, AHT, service level and QA score, ready for the manager to send

Reads attendance and login register, dialler reports, call quality audits and CRM outcomes

Asks you before sending

Accountant

Totals billable units per process, applies the contract's SLA penalties, drafts invoices and lists overdue client payments with a reminder

Reads process billing, attendance and login register and contracts and SLA sheets

Asks you before sending

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How you run

Your routines, already on a timetable

Each routine has a time, a person and its steps with the checks that matter. MatruOS reminds the right person and keeps the record. Open one to see its steps.

Every day4

  • 8:45 amPre-shift huddle and floor readinessTeam leader · 3 steps
    1. 1Check who is present and fill gaps from the bench or other processes
    2. 2Share yesterday's scores, today's target and any process update
    3. 3Phones, mobile lockers and clean desk checked
  • 10:00 amHourly interval report (calls, wait time, service level)MIS and WFM executive · 3 steps
    1. 1Pull calls offered, answered, abandoned and average handle time every hour
    2. 2Service level against the client target
    3. 3Tell the team leader to pull agents off break when the queue builds
  • 2:00 pmCall quality audits and feedbackQuality analyst · 2 steps
    1. 1Audit at least 5 calls per agent per week, more for new agents
    2. 2Mark any fatal error and send it to the team leader the same day
  • 7:30 pmEnd-of-day MIS to each clientMIS and WFM executive · 3 steps
    1. 1Compile calls, leads, sales or recoveries, AHT, service level and QA score per process
    2. 2Add attendance and login hours per agent
    3. 3Send to the client after the operations manager checks it

Every week2

  • Sat 10:00 amWeekly walk-in hiring driveHR and payroll executive · 2 steps
    1. 1Interview for open seats; typing, language and voice test
    2. 2Collect ID, address proof, bank and UAN details for joiners
  • Fri 4:00 pmWeekly client review and calibrationOperations manager · 3 steps
    1. 1Go through SLA, quality, attrition and open escalations with the client
    2. 2Calibrate 5 calls with the client's quality team
    3. 3Agree next week's volume forecast and staffing

Every month2

  • 2ndBuild client invoices from login hours and SLACentre head · 3 steps
    1. 1Total billable seats, login hours, transactions or leads per process
    2. 2Apply SLA penalties or incentives as per the contract
    3. 3Send invoices with the monthly MIS; list unpaid invoices over 45 days
  • 5thPayroll with PF, ESI and incentivesHR and payroll executive · 3 steps
    1. 1Lock attendance; add incentives and deduct unpaid leave
    2. 2Pay salaries by the 7th; PF and ESI by the 15th
    3. 3Final settlement for exits, with notice-period recovery

Every year1

  • AprAppraisals, contract renewals and minimum wage revisionCentre head · 3 steps
    1. 1Revise salaries for the new state minimum wage and dearness allowance
    2. 2Renew client contracts with rate revisions
    3. 3Renew LUT if any client is abroad

Workflows

Each stage goes to the person who handles it

Work passes stage by stage to the right person. Stages marked for approval wait for the person who decides.

New client process goes live

  1. 1Proposal and rate agreedCentre headNeeds approval
  2. 2Contract and NDA signedCentre head
  3. 3Agents hired and trainedTrainer
  4. 4Certification test passedQuality analyst
  5. 5Live with hand-holding (first 2 weeks)Operations manager
  6. 6First month billedCentre head

Agent hiring to floor

  1. 1Interview and tests passedHR and payroll executive
  2. 2Offer accepted and papers collectedHR and payroll executive
  3. 3Classroom training (1-3 weeks)Trainer
  4. 4Certified for the processQuality analystNeeds approval
  5. 5On the floor with a buddyTeam leader

Registers and SOPs

Your registers and standards

Registers hold the fields this trade records. SOPs carry the steps and checks, so work is done the same way every time.

  • Agent login and attendance

    Agent ID · Date · Process · Shift · Login time · Logout time · Login hours · Break minutes

  • Call quality audits

    Agent ID · Call ID or recording · Process · Score % · Fatal error · Fatal error type · Feedback given · Auditor

  • Process billing

    Client · Process · Month · Billing basis · Billable units · Rate · SLA penalty · Invoice amount

  • Call quality parameters

    Every call opens, verifies, solves and closes the same way and no fatal error reaches the client

    5 steps with checks

  • Outbound calling compliance

    Keep the centre's numbers from being barred and keep collections calls lawful

    5 steps with checks

Items and licences

Your first bill is right, and no licence lapses

Starter items arrive with unit, HSN and GST rate. The registrations this business usually needs are listed with a reminder before each one expires.

ItemHSNGST
Inbound voice support seat · seat per month99859318%
Outbound telecalling (per login hour) · login hour99859318%
Qualified lead · lead99859318%
Chat and email support agent · agent per month99859318%
Back-office transaction processing · transaction99859918%
Collections calling (per account allocated) · account99859218%
Process set-up and training fee · process99859318%
  • GST registrationGST department (GSTN)
  • Udyam (MSME) registrationMinistry of MSME (Udyam portal)
  • Shops and Establishments registrationState labour department (Shops and Establishments Act)
  • Professional tax registrationState professional tax office
  • PF registration (EPFO)EPFO (Employees' Provident Fund Organisation)
  • ESI registration (ESIC)ESIC (Employees' State Insurance Corporation)
  • GST Letter of Undertaking (LUT) for exportsGST department (Form GST RFD-11)If it applies
  • Trade licenceMunicipal corporation or panchayatIf it applies

Your people

The people who run it, each with their own login

Each person sees the screens and reminders for the work they do.

Centre headClient relations, pricing, approves invoices and hiring, handles escalations.
Operations managerRuns shifts, meets SLAs, staffing per process, client reviews.
Team leaderHuddles, floor support, agent coaching, attendance, 12-20 agents each.
Quality analystCall audits, calibration with client, feedback reports.
MIS and WFM executiveInterval reports, EOD MIS, roster, billing data.
AgentHandles calls, chats or emails, updates the CRM, follows the script.
TrainerNew-hire training, process refreshers, certification tests.
IT and dialler adminDialler, PCs, headsets, network, call recording backup.
HR and payroll executiveHiring drives, joining papers, payroll, PF, ESI and exits.
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Not covered yet

  • Sending messages, bills and reminders on WhatsApp from MatruOS is not live yet. Today they go by link, QR code or email, and from your own phone in one tap.
  • Live bank and UPI feeds are not connected yet. Upload a bank statement and MatruOS reads it into payments for you to confirm.

Questions people ask

How long does it take to set up MatruOS for a domestic BPO or call centre?

Type one line about your business when you sign up, for example "Domestic BPO / call centre". MatruOS picks this business type and sets up everything on this page in a few minutes. You then get a 7-day free trial, no card needed.

Do I have to type all of this in?

No. The routines, workflows, registers, items, licences and AI team on this page arrive already set up. You change what is different in your business, and bring your customers, items and balances from Zoho Books, Vyapar, Excel and others, with our team's help for Tally data.

Can I change the routines and workflows?

Yes. Every routine, workflow, register and SOP is yours to rename, retime, switch off or add to. MatruOS keeps the rest of the system in step with your changes.

What does the AI team do without asking me?

It runs routine checks and prepares drafts. Anything that sends, pays, signs, files or deletes waits for a person's approval. The one exception you can choose is payment reminders, which go out on their own once you have checked them and switched them on.

Professional and business services

Other services in professional and business services

All 31 business types in professional and business services

Run a domestic BPO or call centre on one system Set up for your trade when you sign up.

Describe your business once. MatruOS sets up your apps, brings in your data and puts Muni and the AI team to work, with your approval on every step that matters. 7-day free trial, no card needed.

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Chat with the MatruOS team on WhatsApp, +91 97234 99901