The BPO recruited agents from 15+ countries, each arriving with different document types, languages, and apostille requirements. The HR team maintained no standardized onboarding checklist — every agent was handled as a one-off case, creating repeated errors.
CASE STUDY — CALL CENTER OPERATIONS
50+ multilingual agents onboarded per quarter — with structured AFM registration and 8-day turnaround
Aegean Customer Solutions replaced their ad-hoc onboarding process with a structured Ellytic pipeline that handles AFM registration, certified document translation, and authority-ready paperwork for international BPO agents relocating to Greece.
K
Kostas T.
Operations Manager · Aegean Customer Solutions · Greece
The challenge before Ellytic
High agent turnover (40% annually) meant the onboarding pipeline never stopped. With 12–15 new agents per month, the operations team spent 20+ hours per week on AFM coordination, document chasing, and translator management alone.
New agents couldn't start work without a Greek AFM and bank account. The average onboarding delay was 4 weeks — during which the company paid housing and relocation allowances while agents sat idle, costing €1,800 per delayed agent.
HOW ELLYTIC SOLVED IT
1
Nationality-based intake templates
Ellytic configured intake templates for the BPO's top 8 recruitment nationalities (Romanian, Bulgarian, Albanian, Serbian, Egyptian, Moroccan, Bangladeshi, Filipino). Each template included the exact document requirements, apostille rules, and translation needs for that nationality.
2
Batch translation & document processing
Documents from multiple agents were processed in parallel. Certified translations from 12+ languages into Greek were delivered within 1 business day. The system handled volume spikes during seasonal hiring without delays.
3
Group AFM submission workflow
Complete AFM packages were assembled and submitted in batches. Each package included the M1 form, all required translations, employer verification, and representative authorization. Group submissions reduced per-agent processing overhead by 45%.
4
Onboarding completion tracking
Each agent's progress was tracked through defined stages — from document collection through AFM issuance to banking readiness. The operations manager saw real-time status for all active onboardings in a single dashboard view.
MEASURABLE RESULTS
50+
Agents onboarded per quarter
8 days
Average onboarding time (was 28 days)
45%
Reduction in per-agent processing overhead
€90k/yr
Saved in eliminated idle-period costs
“Our agents come from everywhere — Romania, Egypt, Bangladesh. Before Ellytic, each nationality was a different headache. Now we have templates for each, and the pipeline runs regardless of where someone is from.”— Kostas T., Operations Manager, Aegean Customer Solutions
Detailed workflow breakdown
1
Recruitment confirmed → intake triggered
When an agent accepts their offer, HR selects the nationality-specific template in Ellytic. The agent receives a personalized upload link with clear instructions in their native language. Document requirements are pre-defined — no guesswork for the agent or HR.
2
Document validation & translation
Uploaded documents are validated for completeness, apostille integrity, and translation eligibility. Certified translations begin immediately for all documents requiring Greek versions. The system flags documents that need additional legalization before AFM submission.
3
AFM submission & processing
Complete AFM packages are submitted to the assigned DOY. For batch submissions (5+ agents), Ellytic coordinates timing to maximize processing efficiency. Each application is tracked independently — delays in one case don't block others.
4
AFM + banking package delivery
Upon AFM issuance, the agent receives their complete package: AFM certificate, certified translations, and all supporting documents formatted for Greek bank account opening. The operations dashboard marks the case complete and updates the quarterly onboarding report.
NEXT STEP
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