Human Resources Outsourcing

HR administration, not HR advice

This distinction sits at the front of the page because it determines whether we are the right supplier for what you need.

We provide HR administration and employee support operations: the records, the processing, the coordination and the enquiry handling that consume most of an HR team's week. We do not provide employment law advice, we do not make disciplinary or grievance decisions, and we do not represent you in employment disputes. Those require qualified professionals with professional liability, and pretending otherwise would expose you rather than help you.

What we can do is remove the administrative load so your HR people spend their time on the judgement work that actually needs them.

What the team handles

• Employee enquiry desk - the repetitive questions about leave balances, policy, payslips, benefits and process that dominate HR inboxes.
• Onboarding administration - documentation, checklists, coordination across IT, facilities and payroll, and first-day readiness.
• Offboarding administration - exit documentation, checklist completion, and coordination of access revocation with IT.
• Employee records maintenance - keeping the HR system accurate as people change role, location, name, bank details and status.
• Leave and absence administration - recording, balance queries, and flagging patterns for HR to review.
• Document generation and issue - contracts, letters and certificates from your approved templates.
• Benefits administration support - enrolment, changes and provider coordination.
• Compliance record-keeping - right-to-work and mandatory training records maintained and expiry-flagged.

Where the boundary sits, in practice

The boundary is not abstract. It is a rule per contact type, agreed before launch and trained explicitly.

An employee asking how much leave they have left is administration. An employee asking whether their manager can refuse it is advice, and it routes to your HR team. An employee describing bullying, harassment, discrimination, a safety concern, a whistleblowing matter or anything involving their health routes to a named person on your side immediately - never handled by the agent, regardless of how confident they feel.

We would rather the boundary erred towards routing. An agent who escalates a borderline question has cost you two minutes; one who answers it has potentially created an employment liability.

Employee data is more sensitive than customer data

HR records contain health information, bank details, immigration status, disciplinary history, salary and family circumstances. In most jurisdictions a meaningful proportion of that is special-category data with stricter handling requirements.

Three things follow. Access is scoped per record type rather than per system, so an agent handling leave queries does not see disciplinary records. Note discipline is trained explicitly - what belongs in a case note and what does not, because an HR case note can end up in a tribunal. And retention is configured per record type, since employment records carry longer obligations than enquiry records.

Employees also have data rights over their own records, and requests arrive through the HR desk rather than the privacy desk. Agents are trained to recognise and route them properly rather than answering informally. See security and data protection.

Confidentiality within your organisation

A subtlety specific to HR work: the risk is not only external. Employees need confidence that a query about their pay or their absence is not visible to their manager or their colleagues.

Because the team is dedicated and offshore, it has no social relationship with your workforce, which is an underrated advantage - there is no one to bump into in a corridor. Access controls enforce the rest.

One consequence worth planning for: employees will sometimes disclose more than the query needs, because a neutral desk feels safer than their line manager. Agents are trained to receive that without encouraging it, to avoid recording anything the case does not require, and to route it to your HR team where it indicates a concern rather than a question.

Coverage and languages

An employee enquiry desk needs to be reachable when your employees work, which for a distributed organisation is wider than one office day. Coverage is built from shift units, and India delivery covers European mornings and Asia-Pacific afternoons on a single shift.

Where your workforce is multilingual, the desk can be too. From India we staff Hindi, Hindi-English bilingual, English, Bengali, Nepali and Punjabi, with further Indian languages on request - see Hindi customer support for how a language is recruited and reviewed.

Systems

Agents work in your HR information system and ticketing platform. Where enquiries arrive by email to a shared HR inbox, moving them into a ticketed queue is usually the first improvement worth making - an inbox has no ownership, no ageing and no reporting, which is why HR backlogs are invisible until someone complains. See technology.

Quality and reporting

Scorecard criteria include the boundary itself: was an advice question correctly routed, was a sensitive disclosure escalated immediately, was note discipline observed. Those are scored pass-or-fail rather than graded.

Reporting covers enquiry volume by category, first contact resolution, response and resolution time, routing rate to your HR team with reasons, onboarding and offboarding completion within target, and record accuracy. Offboarding completion is worth watching closely because it intersects with access revocation - see IT help desk. Figures published elsewhere on this site are historical or representative and campaign-dependent.

Getting started, and what it costs

Priced per dedicated agent per month with a five-agent minimum - published rates and what moves them.

Bring your HR enquiry volume by category, your onboarding and offboarding volumes, and an honest estimate of how much of your HR team's week goes on repetitive administration. That last figure is usually the business case. Related: office administration, data entry. Talk to us.