Published 17 October 2026 · Last updated 17 October 2026
The challenge
The operator wanted its own team in India, owned by its own entity from the first day. What it lacked was the local know-how to hire, run and scale that team quickly. It wanted a partner to operate it for a fixed period and then step aside.
Our approach
- Client-owned from day one, SSGSERV-run. In a hybrid captive model the client owns the entity, while SSGSERV runs hiring, operations and day-to-day management.
- Live in 30 days. The operation went live from Bengaluru 30 days after contract signature, with shifts aligned to the New Zealand business day.
- Customer care and billing collections. Performance was measured on the operator's own KPIs: first-call resolution, ticket volumes, accuracy, NPS and billing collections.
- Governance that matured. Reviews were weekly at launch and moved to monthly once the operation was stable.
- Scaled with demand. The team grew from 10 to 35 people.
- A planned exit. The 18-month takeover was planned from the start. SSGSERV also helped the client secure its own office lease in Bengaluru ahead of the takeover.
The impact
Across the engagement the operation ran at 98% SLA attainment. At month 18 the client took over as planned, and all 35 team members stayed.
Why it matters
Not every client needs a full build-operate-transfer. A hybrid captive lets a client own its centre from day one while a partner carries the operational load, until the client is ready to run it alone.
