Services
Customer service outsourcing, built around your operation.
Our core offer is running your customer support: in your brand, inside your tools, to KPIs we agree together. Around it, we help you improve your own team and add AI where it fits.
Engagement models
Choose how we work with you.
Dedicated team
Agents who work only on your brand, inside your tools, following your SOPs. Best for steady, meaningful volume.
Shared team
Trained agents who cover your queues alongside a small number of other clients. Best for lower or changing volume.
CX Enablement
We train, coach and set up QA for your own team, so you get better service without outsourcing it.
CX Audit
An evidence-based review of your current support, in-house or outsourced, with a ranked list of what to fix first.
What we cover
Every channel. Every part of the customer journey.
We cover email, live chat, whatsapp, voice, social media, web forms, to the same agreed standards.
- Inbound customer support
- Outbound, retention and win-back calls
- Orders, returns and claims
- Account and back-office administration
- Escalations with your own team
- Quality assurance and coaching
- Weekly and monthly performance reporting
KPIs
Standard BPO KPIs, plus the ones you need.
Every engagement starts with the KPIs that matter in your SLA. Then we co-create additional KPIs from your SOPs and the gaps we find during assessment.
First Response Time
How long a customer waits for the first real reply, not an auto-responder.
Resolution Time
How long it takes to fully solve the issue.
First Contact Resolution
Issues solved without the customer having to come back.
Customer Satisfaction
How happy customers are right after each contact.
SLA attainment
Contacts answered and resolved inside the agreed target.
Cost per contact
What each interaction costs, so savings are visible.
Ready to talk about your support?
A discovery call is a conversation, not a pitch. We'll ask about your volumes, channels and what's frustrating your team.