Outsourced customer service that scales with your peak.
Bilingual CSAT-led support across voice, chat, email, and social. SOC 2 Type II, HIPAA-aware handling, and workforce management built in.
Get a custom program proposal.
Share your scope and current performance baseline. We'll come back with a staffing model, a pricing estimate, and two reference calls in your industry.
The full scope of the program we run for you.
We manage inbound customer interactions across every channel your customers use, measured against CSAT, First Call Resolution, and Average Handle Time. High-volume programs. Bilingual English and Spanish. Designed to hold quality during seasonal peaks.
- Voice (inbound and outbound)
- Chat with 2:3 concurrency ratio per agent (2 agents handling 3 simultaneous chats)
- SLA-tracked email ticketing
- SMS
- Social media monitoring and moderation
- Industries served: retail, e-commerce, healthcare, legal, real estate, technology, financial services
How it played out for one of our clients.
Global retail. Footwear and accessories. 3,000+ points of sale in 100+ countries.
Customer service, Level 1 tech support, QA, and WFM. Bilingual English and Spanish.
High agent attrition, inconsistent performance, and scheduling gaps causing missed service levels. Coaching was reactive with limited floor visibility.
CSAT 89% against an 83% target by Month 6. AHT 575 seconds against a 660-second target. SL 80/40 achieved by Month 4. Scaled from 24 to 60 agents during Q4 peak with no service quality drop. $56,559 per month in savings.
Built to clear enterprise security review.
Customer service programs pull in compliance requirements from whichever industry you operate in. Standard baseline controls apply to every program, with industry-specific controls layered on top.
- SOC 2 Type II audited annually
- Role-Based Access Control with least-privilege principle
- No personal devices on the production floor
- Screen privacy filters on applicable workstations
- Active Directory and Microsoft Intune for centralized identity management
- DLP controls at endpoint and network layer
- For healthcare programs: HIPAA/HITECH compliance and executed BAAs
- For payment interactions: PCI-DSS payment IVR that keeps card data out of agent reach
Every agent sits inside a layered management structure.
These supervisor-to-agent ratios apply to every program of this type. For smaller accounts the support functions are shared resources; at sufficient scale they become dedicated to the account.
- 01Team Leader1 : 15
Day-to-day coaching, adherence monitoring, real-time floor support
- 02QA Analyst1 : 40
Flexes to 1:15 for intensive programs. Minimum 4 evaluations per agent per month.
- 03Trainer1 : 15
During ramp. Steady state runs at 1:60. Refreshers, policy rollouts, re-certification.
- 04Real-Time Analyst1 : 60
Queue monitoring, intraday adjustments, adherence alerts.
- 05Service ManagerAlways
Fractional included. Dedicated available at sufficient scale.
Visibility every day, not just at month-end.
Five cadences, five different audiences. Operations leaders see the floor in real time. Stakeholders see the program. Executives see the trend. The same data feeds all five views — just at the right level for each audience.
AHT, service level, abandonment, volume, conversion. Delivered every 1-2 hours plus EOD summary.
QA scores, conversion, attendance, adherence, open action items.
One-page performance scorecard with risk flags and action plan.
Prior month results, QA trends, action plans for next cycle.
Trend analysis, strategic alignment, capacity planning, roadmap.
Six phases. Three that decide whether the program works.
Every new program runs through the same six-phase model. Three highlights that matter most at program start:
~40-45 hours of classroom training delivered in one week, trainer-to-agent ratio 1:15
1-2 weeks of supervised nesting with go/no-go gate before full queue release
DMAIC root-cause analysis activated from Day 1 of pilot launch
Common questions, answered.
The questions enterprise buyers ask before signing. Don't see yours? Send it our way during the discovery call.
Voice, chat, email, SMS, and social media. Most programs run two or three channels concurrently. Chat runs at a 2:3 concurrency ratio.
Quality support at peak, not just off-peak.
Tell us your channel mix, peak volume, and current CSAT. We will come back with a staffing model, a ramp timeline, and two reference calls in the same industry.