How Narqix Works
For every new team member. After reading this page you will understand who our clients are, what a campaign is, who you work with every day, and exactly how your work is measured.
Track: All tracks · Role: Everyone · Time to complete: 20 min
What Narqix does
Narqix is an operations company. Our clients are businesses that already have customers and revenue, but have hit a bottleneck: not enough people to call leads, a back office that is drowning, a support inbox nobody owns, or a sales process that leaks.
We do not just supply a person. We study the client's workflow, decide what should be done by people, by automation or by AI, and then build and run that function for them. You are the most visible part of that system. When a client thinks "Narqix", they think of the person on their calls, in their inbox and in their CRM. That person is you.
Coach's note: Clients do not pay Narqix for hours. They pay for outcomes: booked appointments, clean files, happy customers, closed deals. When you plan your day, ask "what outcome did I move today?" not "how busy was I?"
Who our clients are
Narqix serves US and global businesses. Most clients today are in the United States. Some are in the UK, Canada, Australia and the Middle East. Our team works from Bangladesh first, with teams in the Philippines and Egypt to follow.
| Industry | What the work looks like |
|---|---|
| Real estate | Calling and texting property owners, qualifying sellers, managing leads, booking appointments, finding buyers, coordinating closings |
| Solar | Setting appointments with homeowners, confirming appointments, qualifying interest, supporting sales teams |
| HVAC and home services | Answering service calls, booking jobs, dispatching technicians, confirming visits, following up on estimates |
| Property preservation | Managing work orders, reviewing photos, chasing vendors, updating client platforms |
| Business funding | Qualifying business owners for funding, collecting documents, keeping files moving |
| Back office | Inbox and calendar management, data entry, research, documents, CRM upkeep, bookkeeping support |
| Customer support | Answering customers by email, chat and phone, resolving issues, protecting the client's reputation |
| Specialist work | Design, video, development, CRM building and automation |
What a campaign is
A campaign is one client engagement for one function. For example: "outbound seller calling for a real estate investor in Texas" is a campaign. "Inbox and calendar support for a solar company owner" is another.
Every campaign has its own:
- Client Playbook: the client's contacts, time zone, working hours, tools access, authority limits, tone, sign-off and "never do" list.
- Scheduled shift: set by your Campaign Lead to match the client's business hours. Shift times differ from campaign to campaign.
- Check-in method: how you mark the start and end of your shift. This also differs by campaign.
- Tracker: the time-tracking tool used on that campaign. Many clients can see tracker data directly.
- Team channel: where you talk with your lead and team, and sometimes with the client.
- CRM and other systems: where the work happens and where your notes live.
- KPIs: the numbers that define success for that campaign.
Never do this: Never assume one campaign's rules apply to another. Shift times, check-in method, authority limits and scripts are set per campaign. If you work on two campaigns, keep two sets of notes and follow each Playbook separately.
Who you work with
Narqix runs every campaign as a team. These are the roles around you. Your Campaign Lead will tell you the names for your campaign.
| Role | What they own | When you go to them |
|---|---|---|
| You (Associate or Trainee) | Doing the work to the standard, every shift | Not applicable |
| Campaign Lead | Your daily direction, your schedule, your coaching, the client relationship day to day | Questions, blockers, escalations, leave, schedule changes, anything you are unsure about |
| QA Specialist | Scoring samples of your calls, messages and tasks; calibrating the team | Questions about a score, help with a skill |
| Trainer | Onboarding, certification, refresher training | Foundation and track training, retakes |
| Operations Manager | Several campaigns, staffing, backup coverage, performance plans | When your Campaign Lead is unavailable, or when you need to escalate a concern about your lead |
| Account Manager | The client relationship at a business level: contract, scope, monthly reviews | You normally do not contact them directly; your lead does |
| Leadership | Company direction, policy, final escalations | Through the escalation ladder only |
| The client | Their business, their customers, their decisions | Only through the channels and rules in the Client Playbook |
Coach's note: Your Campaign Lead is not your boss in the old sense. They are the person whose job is to make you succeed. The fastest way to earn their trust is to tell them about problems early, with what you already tried. Nobody is ever in trouble for raising a problem early. People get in trouble for hiding one.
How work flows on a typical campaign
- Onboarding: Narqix and the client agree on goals, the top recurring tasks, access and the Client Playbook.
- Training: you complete the Foundation Path, your track, and a client-specific briefing.
- Supervised start: in the first weeks, more of your work is reviewed. Customer-facing writing may need approval before it is sent.
- Steady state: you work to the KPIs. Your lead coaches you weekly. QA samples your work.
- Improvement: you and your lead suggest better ways of working. Good ideas become updated SOPs for everyone.
What Narqix promises clients (and why it matters to you)
- Trained people. Nobody goes live without certification.
- Managed work. Every operator has a lead and a QA process.
- Visibility. Clients can see tracker data and receive regular reports.
- Security. Client data is protected by the rules in Data Security and Privacy.
- Continuity. If someone is sick or offline, backup coverage steps in.
- Replacement. If a placement is not working, the client can ask for a replacement at no extra cost.
These promises are only as strong as each person keeping them. When you follow the standards, you are keeping the company's word.
How you are evaluated
You are measured on five things. Your Campaign Lead reviews them with you weekly and in your monthly one-to-one.
| Area | What it means | Examples of how it is measured |
|---|---|---|
| Results (KPIs) | Did you deliver the campaign's outcomes? | Appointments set, leads qualified, tickets solved, tasks completed on time |
| Quality | Was the work done correctly and in the right way? | QA score on sampled calls, messages and tasks |
| Reliability | Can the client count on you? | Attendance, punctuality, reports submitted, tracker accuracy |
| Communication | Do people always know where things stand? | Response times, clear updates, early escalation |
| Conduct and compliance | Do you protect the client, the customer and Narqix? | Security rules, calling compliance, honesty, professionalism |
Results matter, but they are never enough on their own. A caller who books many appointments but breaks a compliance rule is not performing well. A strong score requires all five.
Never do this: Never inflate a number, mark undone work as done, or adjust your tracker without approval. Honest bad numbers can be coached. Dishonest numbers end your time at Narqix.
Check yourself
- In your own words, what is a campaign?
- Name four things that can differ from one campaign to another.
- You are stuck on a task and your Campaign Lead is offline. Who do you go to next?
- What are the five areas you are evaluated on?
- Why is a high KPI number with a compliance mistake not a good result?
Answers
- One client engagement for one function, with its own Playbook, schedule, tools and KPIs.
- Any four of: shift times, check-in method, tracker, team channel, CRM and tools, KPIs, scripts, authority limits, tone and sign-off.
- The Operations Manager, following the escalation ladder.
- Results, quality, reliability, communication, and conduct and compliance.
- Because compliance mistakes put the client, the customer and Narqix at legal and reputational risk. All five areas must be strong.
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