iQor

Services & Capabilities

iQor organises its services into three delivery pillars, Grow, CXBPO and infinityAiQ, which together cover the customer lifecycle from acquisition through engagement to retention.

• CXBPO: Customer care, technical support, digital and back-office services across voice, chat, email and social channels. This is the core of the business and the source of most of its headcount. The platform record lists service lines in AI & Automation Services, Customer Support - Chat, Finance & Accounting, Healthcare Services, Technical Support, Voice - Inbound and Voice - Outbound.
• Grow: Sales and customer acquisition services, including full-funnel B2B sales added through the JumpCrew acquisition. iQor's site cites a case in which it helped a leading social media platform win new small-business advertisers and generate $90M in advertising revenue.
• infinityAiQ: The company's AI and analytics layer, which iQor says allows it to shift up to 30% of transactional volume to agentic solutions while moving remaining work to higher-value interactions.
• Recovery and collections: iQor describes its lifecycle coverage as extending from acquisition to retention and recovery, the last a reference to accounts receivable and collections work.

Acquisitions: The OP360 and JumpCrew deals strengthened iQor's position in healthcare, legal and high-tech segments and added full-funnel B2B sales, content management and AI-specialised services. OP360 brought customer support, back-office, sales and technical services, with a workforce across the Philippines, Colombia, India and the United States. In 2026 iQor describes the acquisitions as growth engines that create cross-sell opportunities across its client base.

Combined offer after OP360: iQor told clients the combination would provide expanded delivery across the Philippines, India, Colombia, Trinidad, Egypt and the United States, enhanced care, sales, technical support, digital and back-office capabilities, and strengthened support in healthcare, financial services and digital commerce. OP360's back-office work broadens a portfolio that had leaned towards voice and digital care.

Gaming: In September 2026 iQor launched a global gaming centre of excellence in Trinidad and Tobago, building a vertical practice around player support for game publishers and console makers. Gaming is a specialist niche in which firms such as 5CA, one of the sources of its senior hires, have built their businesses.

Analysis: The service mix is broader than a pure care provider but narrower than the diversified BPO groups. Sales, collections and care sit on one platform, which allows iQor to price parts of its work against outcomes such as revenue generated or balances recovered. The trade-off is that its back-office and finance capabilities are smaller than those of the F&A specialists, so most of its contracts remain customer-facing.

Client Base & Market Position

iQor serves large consumer brands across sectors that its website lists as wireless carriers, travel booking, telehealth, technology platforms, energy utilities, financial institutions, medical supply distributors, online retail, home services, healthcare payers and logistics. The platform record lists its verticals as Automotive and Healthcare & Life Sciences.

Client retention: iQor reports client relationships averaging 15 years among its top 25 accounts, and a client Net Promoter Score of 71, up 10% year over year. Its site states that it is ranked #1 by 90% of its largest multi-vendor clients. Long tenure in the top accounts is a strength, but it also signals concentration: when relationships run this deep in the largest accounts, a relatively small group of enterprise clients can account for much of the revenue.

New business: iQor added 28 new enterprise clients in 2025. In June 2026 it announced more than 1,300 jobs across Charlotte, North Carolina, and Meridian, Mississippi, to support one of the nation's largest financial services organisations, with more than 1,000 positions in Charlotte and more than 300 in Meridian. Chief Operating Officer Martin Lehtio described the client as a trusted financial services leader serving millions of consumers. The scale of that single programme expansion illustrates both the depth of its financial services relationships and its willingness to deliver onshore in the United States when a client requires it.

Retail and gaming: In August 2026 iQor published guidance on helping retailers protect margin under tariff pressure, an offer aimed at retail clients facing cost increases. Its gaming centre of excellence in Trinidad and Tobago supports one of the world's leading video game publishers and a leading global console manufacturer.

Market position: In the Everest Group BPS Top 50 for 2026, which ranks the 50 largest third-party BPS providers by BPS revenue and growth, iQor ranked #34, up 11 positions from the prior year, and #10 by percentage growth. Everest Group's Akash Verma said iQor's performance in 2025 was strong despite a moderating market, and attributed its growth to new enterprise wins, deeper penetration of existing accounts and targeted capability expansion through acquisitions. In a moderating market, a mid-sized provider gaining share in this way is competing directly with larger CX groups for consolidation decisions, when enterprises reduce the number of vendors they use.

Delivery Infrastructure & Operations

iQor delivers from approximately 45,000 employees across 10 countries. The platform record lists delivery locations in Canada, Colombia, Egypt, India, Mexico, the Philippines, Poland, Trinidad and the United States, a footprint that combines US onshore sites, nearshore centres in Latin America and the Caribbean, and offshore hubs in Asia and North Africa.

Expansion in 2025: iQor expanded its global footprint by more than 5,300 seats in 2025 and established operations in Egypt as a strategic multilingual delivery hub supporting more than 20 languages. The OP360 acquisition added delivery in the Philippines, Colombia, India and the United States.

Egypt: In June 2026 iQor opened a new delivery centre in New Cairo, developed with the Information Technology Industry Development Agency and the Ministry of Communications and Information Technology. The facility launched with 500 production seats and a five-year plan to reach 5,000 employees. Egypt gives iQor multilingual capacity for European and Middle Eastern clients that its Americas and Asian sites cannot easily provide. Associates at the site hold a bachelor's degree and speak a minimum of two languages, a hiring standard aimed at complex, multilingual programmes rather than volume voice work.

United States: iQor retains significant onshore delivery. The Charlotte and Meridian expansion in June 2026, and a July 2026 opinion piece in which the chief executive cited talent as key to growth in Rochester, show a US network serving clients that require domestic agents, particularly in financial services.

Caribbean and gaming: Trinidad and Tobago hosts the global gaming centre of excellence launched in September 2026, with oversight of gaming support in Egypt, the Philippines and Colombia.

Ramp-up in Egypt: By June 2026 the Egypt operation had launched business with new and existing clients, according to the company, a quick start for a site opened during 2025.

Philippines: Current postings centre on the Philippines, including operations supervisors in Davao del Sur and in Dasmariñas, the latter for a telecoms programme, and database administrators for PostgreSQL and Azure Cosmos in Alabang. The platform records 5 open jobs and 68 active job postings.

Implications: The footprint is diversified enough to offer clients a choice between onshore, nearshore and offshore delivery for the same programme, which matters to US financial services clients with regulatory or customer-preference constraints. The rapid addition of seats in 2025 and 2026 also places a premium on recruiting and training, areas where iQor says it uses AI to accelerate qualified hiring.

Ownership, Financials & Scale

Ownership: iQor is a private company and a portfolio company of Mill Point Capital. Mill Point, a lower middle-market private equity firm focused on control-oriented investments in North America, completed its majority stake acquisition of iQor in June 2024. Under sponsor ownership, the company has pursued a growth plan built on acquisitions, new delivery sites and AI-enabled services, a pattern common among sponsor-owned CX platforms. Mill Point describes its approach as seeking portfolio company value enhancement through strategic initiatives and operational improvements, and its focus sectors include Business Services and IT Services, so iQor fits squarely within its mandate.

Financials: iQor published headline figures for 2025 in its June 2026 Annual Letter.

iQor reported record revenue of $708 million for 2025.

The company also reported that an adjusted earnings measure grew 7.1% year over year in 2025, and its chief financial officer, Lloyd Cochran, said in August 2026 that iQor is growing in the right places and investing with discipline.

Scale: At the completion of the Mill Point transaction in June 2024, iQor described itself as comprising 40,000 employees spanning 10 countries. When it announced the OP360 acquisition in January 2026, it cited more than 47,000 employees across 11 countries for the combined group. Its 2026 releases cite approximately 45,000 employees across 10 countries. The figures move within a narrow range, and the latest count sits between the pre-deal and combined totals.

Reading the numbers: Growth to $708 million in 2025, with 28 new clients and a rise of 11 places in the Everest ranking, shows a business gaining share rather than simply holding position. The published figures are headline totals that combine organic growth with the contribution of OP360 and JumpCrew.

People, Leadership & Culture

Leadership: Chris Crowley is President and CEO of iQor. He has framed the company's strategy around value creation rather than scale, saying in the 2025 Annual Letter that the future of outsourcing is not built on scale alone, but on the ability to create measurable value through insights, AI and human expertise. In a January 2026 interview with Nearshore Americas he discussed rebuilding the BPO and buying OP360.

The senior team includes Lloyd Cochran, Chief Financial Officer; Martin Lehtio, Chief Operating Officer; Pj Singh, Chief Digital Officer, who leads the AI operating model; and Sonia Goyal, Senior Vice President of Global HR Operations. In February 2026 iQor appointed Colleen Beers as Chief Growth Officer. Regional and practice leaders include Shaimaa Mokhtar, Vice President and Egypt Country Head, and Jonathan Shroyer of the gaming practice. In April 2026 iQor gaming veteran John Pompei led a player experience panel at the Live Service Gaming Summit North America, part of building a public profile for the new vertical. OP360 founder and CEO Tim Boylan joined iQor through the acquisition, with OP360 brought under Crowley's leadership.

Talent movement: Over the past 24 months the platform recorded 16 senior hires into iQor and 7 departures. Arrivals came most often from Alorica, 5CA, Arise, OfficePartners360, Concentrix and ContactPoint 360, and departures went to StarTek, MicroSourcing, VXI, IntouchCX, Transcom and Bill Gosling Outsourcing. The flows show iQor recruiting from larger CX competitors and from the gaming specialist 5CA, while losing staff to mid-sized peers, a pattern consistent with a sponsor-backed firm building a new management bench.

Culture: iQor reports an 89% employee satisfaction rating for 2025, says it promoted 94% of management roles from within, and maintained 93% of its workforce in Great Place to Work certified locations. Its nonprofit, iQor Qares, supports employees, and it launched a Women's iQor Network. iQor Qares raised more than ₱5.8 million at a charity gala in Manila in September 2026 and more than $380,000 at its 9th annual charity golf tournament in May 2026. In July 2026 it was named to Ragan's HR Technology Hot List. Internal promotion at this rate is important for a company adding thousands of seats a year, because supervisors and team leads must come from the existing workforce.

Technology & Innovation

iQor's technology strategy rests on infinityAiQ, a proprietary ecosystem that combines analytics, AI and human expertise, alongside partner technologies.

Insights iQ and analytics: iQor's interaction analytics platform, Insights iQ, analyses 100% of customer interactions in real time to surface the voice of the customer. AnalystGPT lets leaders and clients query interaction data, and Coach iQ turns interaction insights into personalised coaching recommendations. In September 2026 iQor published an analysis of what 1.4 million calls showed about Insights iQ outcomes.

Agentic automation: iQor says up to 30% of routine transactional requests can be automated through agentic solutions, with CSAT improvements of up to 20%, and that over 60% of its business is enabled by AI solutions. The company reports outcomes across its client portfolio including 8x faster qualified hiring, a 30% increase in NPS, 32% sales growth and a 15% reduction in average handle time.

AI across the delivery cycle: iQor describes AI at three stages. Before interactions begin, it uses AI to recruit qualified talent faster and to train employees through simulation-based learning on realistic customer scenarios. During interactions, AI surfaces knowledge and contextual guidance to reduce search time. After interactions, the analytics platform turns operational data into intelligence for coaching and client reporting. The approach treats AI as an operations tool for a workforce of tens of thousands, which is where most of the cost in a CX contract sits, rather than as a replacement product.

Governance: iQor presents its AI model as built on responsible AI principles, with governance, security, resiliency and human oversight. Chief Digital Officer Pj Singh has argued that AI does not transform customer experience by itself, and that better operations do.

Positioning: The emphasis on automating a share of volume while keeping people on complex work places iQor in the hybrid camp of CX providers, alongside larger peers such as Concentrix and TELUS Digital. The commercial risk is the same for all of them: automating up to 30% of transactions reduces billable volume, so the model only works if clients move to outcome-based pricing or the remaining human work is priced higher.

Recognition and outreach: In June 2026 iQor presented its AI-powered customer experience solutions at CCW Las Vegas, and in September 2026 it was profiled on how it is shaping the adaptive enterprise.

Strategic Assessment

Strengths

• Share gains: Record 2025 revenue of $708 million, 28 new enterprise clients and an 11-place rise to #34 in the Everest Group BPS Top 50.
• Deep client relationships: An average 15-year tenure among its top 25 accounts and a client NPS of 71.
• Flexible footprint: Onshore, nearshore and offshore delivery across 10 countries, with new capacity in Egypt.
• Lifecycle coverage: Sales, care and recovery on one platform, extended by JumpCrew and OP360.
• Proprietary analytics: Insights iQ analyses 100% of interactions and underpins its AI claims.

Risks and Vulnerabilities

• Account concentration: Long tenure in its top 25 accounts means large programmes, such as the 1,300-job financial services expansion, carry outsized weight.
• Integration load: Two acquisitions and more than 5,300 new seats in 2025 must be absorbed at once.
• Automation and pricing: Shifting up to 30% of transactional volume to agentic AI reduces billable work unless pricing changes.
• Talent competition: It loses senior staff to StarTek, VXI and IntouchCX as well as hiring from Alorica and Concentrix.

Opportunities

• Egypt: A five-year plan to grow New Cairo to 5,000 employees supports European and multilingual work.
• Gaming: The Trinidad and Tobago centre of excellence opens a specialist vertical.
• Cross-selling: Healthcare, legal and high-tech clients from the acquisitions can be offered its full lifecycle services.
• Outcome-based contracts: Reported results such as 32% sales growth and a 15% cut in handle time support pricing tied to client outcomes.
• US onshore demand: Financial services clients that need domestic agents, as in Charlotte and Meridian, favour providers with a large US network.