When we launched BUNCH in 2017, we spent a considerable amount of time figuring out the best business model to add actual value to the companies in the sectors we were aiming for — technology products. This required some creative thinking, and we decided to base our pricing and delivery model on our own previous experience.

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Just a few months before starting, we were pitched by different BPOs for services we were mapping for the apps we were running at our previous employer — moderation of live social media content and chat customer service on Intercom.

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Their pricing was complex, with countless cryptic items, changing hourly rates, night differentials, complexity markups, insurances, and things we never even imagined existed. In addition, they only based the service we needed on a JD that we had to write ourselves, and we were even asked to design the service KPIs that success should be measured against.

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It sounded like we would run the show ourselves anyway. Why outsource then? This question was actually one of the main reasons we founded BUNCH.
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Then we founded BUNCH

When we got on the other side of the table, we faced a greater problem: making the simplicity we longed for happen.

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Our managed services model was then born with a clear north star: to ease our clients’ operational burden. That meant that we would take care of everything and give our clients the most simplified output for their dollar.

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You must believe us here. Running the operations of dozens of full-timers 24/7 delivering tech services on time and with quality can be a living hell. And that’s what our clients are paying for.

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We take care of recruitment, training, all HR — coaching, engagement, substitutions. Daily operations, productivity optimization, quality assurance — involving 360 audits and scorecards. Offices, equipment, security, compliance.

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The work for our clients: a weekly business review meeting and a flat monthly fee — all in.

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How it works

During onboarding, we invest substantial time with our client success experts to design a campaign workflow—our comprehensive service package. Each campaign includes detailed documentation of KPIs, deliverables, a Scope of Work (SOW), and reporting protocols. Upon launch, the heavy lifting is managed by our Service Delivery team who operates within the client's time zone. Our account management team supports operations 24/5 to ensure full coverage, with the Service Delivery Manager serving as the primary point of contact for the client.

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While clients may interact directly with our specialists, all daily management and client escalations are handled by BUNCH. Our specialists can access client platforms when necessary, under stringent security standards. All our specialists are full-time employees, bound by strict NDAs and in compliance with relevant labor laws. We pride ourselves on being a fair employer, providing above-market benefits including private medical insurance for our employees and dependents.

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‍The “Staff Augmentation” Model

However, other outsourcing companies follow a different model and that sometimes causes confusion.

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Staff Augmentation is a popular model that allows businesses to hire tech talent globally and manage them directly, essentially extending in-house teams. Unlike our managed services, clients are directly involved in most steps in the processes of building teams such as selecting candidates from CVs and interviewing them, negotiating salaries, and handling daily administrative burdens like HR and in some cases legal responsibilities. Typically, Staff Augmentation houses charge a fix amount on top of the labor costs and their responsibility is limited to sourcing candidates and the contractual relation with talent.

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As you can imagine, all the heavy lifting of operations falls under the client’s umbrella.

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This is a well known model fit for technical roles like software engineers where the client has to manage the people anyways. Under our model, we handle the selection and development of talent, which ensures that we are directly accountable for the quality and outcomes of our work. We have extensive experience in identifying, training, and nurturing the best talent for all the services in our portfolio.

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In summary, our managed services model is tailored to simplify and enhance our clients’ operations, enabling them to excel strategically without the operational hassles of day-to-day management.

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