Lead BPO & Co-Founder
Habibur Rahman
I build desks that keep working when the person who set them up is on holiday. That means the procedure is written down, the coverage is stated in hours, and the quality is scored rather than discussed.
Habibur Rahman Lead BPO & Co-Founder
Profile
What I do here
I design and run the desks: customer support, admin, billing, data and the back-office work that has to happen whether or not anyone enjoys it. The work starts with documentation. Before an agent answers anything, the procedures for the cases that actually arrive are written down and approved by the client, because the alternative is a stranger guessing in front of your customers.
How I work with a client
First I ask what a good outcome on a ticket looks like, in your words. Then I ask for thirty real examples, because the shape of the actual queue is never quite the shape people describe. The desk is sized from that, and the number I come back with is the one I think is right rather than the one that wins the work.
After go-live, quality is scored monthly against a rubric you approved, with the sampled tickets attached. If the score falls, you see it in the report before you hear it from a customer.
Practical wins
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Wrote the SOPs before the headcount
Every desk starts from a documented process rather than a person's memory, which is what makes a second agent an addition instead of a retraining project.
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Made QA a number, not an opinion
Monthly scoring against a published rubric, shared with the client. A support desk nobody measures drifts, and the client is the last to hear about it.
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Coverage stated in hours, not adjectives
“Responsive” means nothing on a contract. The hours a desk is live, the channels it answers and the escalation path are written down before the first ticket.
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Handover that survives a resignation
Documented workflows, named backups and a written escalation path, so a desk keeps running through the week somebody leaves.
Strengths
Role-specific strengths
What Habibur is actually good at, rather than a list of everything the agency does.
Writing the procedure first
A desk that goes live without SOPs is a desk improvising on your customers. The documentation is the deliverable, not the paperwork around it.
Scoring quality against a rubric
Monthly QA with the sampled tickets attached, so you can read the score and disagree with it.
Getting the data agreement signed first
Processor terms, SCCs and the IDTA before any personal data moves. It is the step everyone wants to do later.
On your project
Where this role touches your work
Named points in a project rather than a general promise of involvement, so you know who to expect and when.
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01
Desk design
Volume, channels, hours and complexity decide the shape. I would rather size it honestly and be told it is too expensive than win it and under-staff it.
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02
The first two weeks
Procedures written, agents trained against them, and a pilot on real cases before anything goes live.
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03
Monthly review
The QA score, the patterns behind the tickets, and what should change upstream.
Selected work
Recent work in bpo services
Work from this discipline. Where a study names the person who led it, it says so on the study itself.
Home health billing operations: ATRIO Home Health Care
A St Paul home care provider needed caregiver visit records turned into clean claims every cycle: EVV reconciled, hours checked against the authorisation, claims…
ATRIO Home Health Care Client
What our clients say
Reviews you can go and read
Published by the clients themselves on Instagram, Trustpilot and Google, with their names against them. Nothing on this page was written on a client’s behalf.
Happy with their Pinterest and Instagram marketing and optimization. The results have been fantastic.
Dylan Hardcastle
Owner, Renuskinclinic UK
As a small business owner navigating the digital landscape, their expertise has been a game-changer.
Jeffery Dread
CEO, Deals Lova
They improved our on-page SEO, and now the website is getting stronger, more meaningful results.
Sonia Sunghea Park
Owner, TimelessSkinCare Clinic UKHow I work
What Habibur will tell you, including when it is unwelcome
The positions that cost us work sometimes. They are here because they are the ones worth knowing before you hire anybody.
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Sometimes you should hire instead
For low volume in your own timezone with high complexity, one local hire beats a desk. The comparison is against your loaded hourly cost, not against a salary.
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A desk cannot fix a product problem
If the same complaint arrives three hundred times, I will report the pattern rather than quietly absorb it into ticket volume.
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Coverage is a number of hours
Not "extended", not "flexible". Which hours, which days, and what happens outside them.
The rest of the team
Who else you would be working with
Founder & CEO
MD Laden Islam
Turns an unclear digital wish list into a roadmap the client can still manage after launch.
Lead Digital Marketing
MD Mamun
Plans SEO and paid campaigns backwards from the enquiry, so a month is judged on demand rather than on traffic.
Senior Social Media Manager
Atiah Ferdaus
Turns scattered posting into a calendar with a single voice, and creative that survives being used weekly.