Customer Experience
Voice, chat, email, and tier-1 to tier-3 support at scale.
Dedicated CX teams operating from our delivery centers with time-zone coverage matched to your customer base. 24/7 capable.
What this is
Modern CX needs more than scripts. It needs operators who can read context, escalate well, and represent your brand. Our CX teams sit on your tooling, follow your QA standards, and report against your CSAT or NPS targets.
What we deliver
The work, itemized.
- 01
Voice support agents across regional accent profiles
- 02
Chat and email support with brand-aligned response standards
- 03
Technical support engineers for tier-2 and tier-3 escalations
- 04
Customer success and retention coverage
- 05
QA and team-lead structure for sustained delivery
Who it is for
SaaS platforms, ecommerce operators, fintechs, and consumer brands with ticket volume above 2,000 per month and a need for follow-the-sun coverage.
Tipo di ingaggio
- MSP
- Team in Outsourcing
- RPO Integrato
How the engagement runs
What we own. What you own. What you get back.
01
Brand and tone calibration
- We own
- Voice and tone guide adaptation, persona scripting
- You own
- Access to existing CX content, brand voice guidelines
- Duration
- 1 week
- Deliverable
- Approved tone guide and example transcripts
02
Recruiting and training
- We own
- Agent hiring, product training, QA standards
- You own
- Product training content, escalation matrix
- Duration
- 2 to 4 weeks depending on team size
- Deliverable
- Certified team with passing QA scores on training transcripts
03
Soft launch
- We own
- Limited live coverage with 100% QA review
- You own
- Daily standup attendance, calibration feedback
- Duration
- 1 to 2 weeks
- Deliverable
- Soft-launch QA report and approval to scale
04
Full coverage
- We own
- Live operations across agreed time zones and channels
- You own
- Approval of any scripts or escalation rule changes
- Duration
- Continuous
- Deliverable
- Daily volume report and weekly CSAT or NPS metrics
05
QA and continuous improvement
- We own
- Ongoing QA sampling, agent coaching, monthly metrics
- You own
- Quarterly business review, scope changes
- Duration
- Continuous
- Deliverable
- Monthly CSAT, FRT, AHT, and resolution-rate metrics
Recent engagement
Stood up a 40-person CX team in 6 weeks for an Austin SaaS platform.
A vertical SaaS platform was launching internationally and needed 24/7 tier-1 and tier-2 coverage on short notice. We recruited, onboarded, and stood up a 40-person team across two delivery centers within six weeks, hitting agreed FRT and CSAT targets in week eight.
- From contract to live coverage
- 6 weeks
- Coverage window
- 24/7
- CSAT in week eight
- 92%
FAQ
Questions buyers ask.
How do you handle accent training?
All voice agents complete accent neutralization and customer-empathy training before going live. We staff by customer base, so North American voice teams sit in our Toronto and Manila centers, EMEA voice teams in Accra and Nairobi.
What CX tools do you work with?
Zendesk, Intercom, Salesforce Service Cloud, Freshdesk, Help Scout, Gorgias, and HubSpot Service Hub are standard. Other systems on request. We work inside your tenant under your IAM.
Can you handle multi-language coverage?
Yes. English, Spanish, French, German, Italian, Dutch, Portuguese, and Tagalog are standard. Other languages by recruitment, typically with a 4 to 6 week lead time.
How do you handle peak season surges?
Engagements with seasonal patterns (retail, tax, healthcare open enrollment) include a pre-agreed surge clause. We pre-scale before peak and demobilize after, billed by hours rather than headcount during surge windows.
What is the minimum team size?
Eight FTEs for sustained 24/5 coverage. Below that, a hybrid model with bot triage plus a smaller team is often more cost-efficient.
Related services
Pair this with.
HR Operations
The back-office machinery of your people function, run for you.
Payroll, benefits administration, onboarding, lifecycle changes, and employee data hygiene operated from our delivery centers under SLA.
AI-Augmented
Human judgment, machine throughput.
Our recruiters and operators work with AI-assisted workflows built in-house. Faster turnaround, more candidates evaluated, machine-generated reports your team verifies in minutes rather than builds from scratch.
Customer Support Staffing. Built to your scope.
Send us the brief. We respond within 48 hours with a worked plan, an indicative price, and a named team.