Non-voice, chat, and back-office programs, run by the team that started here.
Email ticket management, live chat, social moderation, data entry, and back-office administrative workflows. Founded as a Virtual Assistant company in 2009, non-voice is foundational, not a bolt-on.
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.
Digital-channel programs are a particularly good fit for after-hours coverage, overflow management, and back-office workflows that do not require real-time voice interaction.
- Live chat at 2:3 concurrency ratio per agent
- SLA-tracked email ticketing via LiveAgent and other platforms
- Social media monitoring and community management across major platforms
- Data entry and document management
- Scheduling and administrative support
- CRM experience: Salesforce, Zendesk, Microsoft Dynamics, SAP, QuickBooks, Oracle ERP, and proprietary platforms
How it played out for one of our clients.
Case study placeholder: client, industry, and outcome to be confirmed by UAM before publish.
Built to clear enterprise security review.
Digital channels carry their own controls. Chat transcripts, email content, and back-office document handling all sit inside the same security posture as voice.
- SOC 2 Type II
- RBAC with least-privilege on all digital channels and back-office systems
- DLP controls at endpoint and network layer
- Screen privacy filters on production workstations
- No personal devices permitted on the production floor
- USB and peripheral device restrictions on all production machines
- Access revocation confirmed within 2 hours of any agent departure
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.
Chat, email, SMS, social media, and back-office workflows including data entry, document management, scheduling, and administrative support.
Digital-channel coverage from the people who started there.
Tell us your channel mix, volume, and SLA requirements. We will come back with a staffing model, a pilot scope, and a plan for how non-voice pairs with your existing voice operations.