Outsourced support teams
Answering services
Unified CCaaS platform Voice, chat, QA, and workforce management — unified. fintech
Fintech support has two different jobs: answer repeatable status questions quickly, and preserve a precise record when money, access or identity is in dispute. Callnovo helps capture the account context, channel, issue and next owner across voice, chat and email—without moving money or making an unsupported fraud, compliance or refund decision.
Fintech customer support outsourcing works when routine account questions and high-risk exceptions follow different paths. Agents can handle approved onboarding guidance, verification status, password-reset steps and transaction-status questions. A human owner must review suspected fraud, disputed transactions, frozen accounts, access changes and any complaint that requires a policy or regulatory decision. Review public pricing, managed support, or map the escalation workflow.
how it plays out
Highest-anxiety fintech support ticket
KYC friction blocks activation
A possible duplicate charge is a dispute for your team.
A security alert follows your security team’s rules.
the team behind it
real members of the global team Support for Fintech Operations
65+ Languages
Follow-the-Sun Coverage
what it costs
Most vendors in this category quote by form. These are our published packages — not a quote, since language mix, hours and volume all move the number. The per-minute figures are simply the monthly price divided by the included minutes.
| Option | Published price | Per minute | What it's for |
|---|---|---|---|
| Dedicated agent | from US$5.80 | per hour, per agent | A named dedicated agent for disputes, account freezes and anything a regulator may read back |
| AI voice | US$0.15 | per minute | Password resets, verification status and "where is my transfer" — high volume, record-based answers |
| Web chat | US$0.15 | per session | In-app and web chat for onboarding help, where drop-off happens in minutes not days |
| Live shared team | from US$300 / month | includes 500 min → ≈ US$0.60/min | A shared live team for steady daily volume across chat and email |
| Live shared team | from US$650 / month | includes 1,500 min → ≈ US$0.43/min | Launch weeks and incident days, when contacts spike faster than you can staff |
Anything involving a person is a starting price. Two things move it: which languages you need, and how senior an agent the work actually requires — a bilingual agent handling refund authority is not the same hire as one taking bookings. AI voice and web chat are flat, because there is no hiring in them. And every model above is open to every business on this page: which one fits is a question about the shape of your volume, not about your industry.
Minimum engagement is half a seat — not a five-seat block. We also bill per resolved issue, from US$1, where you pay nothing if it is not resolved; that model fits businesses where a customer problem actually gets solved on the call, not businesses where the call is intake.
who takes which call
Most vendors sell you either an AI receptionist or a live answering service and leave the allocation to you. Since we run both, here is the split we would actually recommend — including the calls we think should never touch automation.
| The call | Route to | Cost of getting it wrong |
|---|---|---|
| Password reset, app login trouble | AI | Low. Structured, and it is most of your volume. |
| Verification or onboarding status | AI | Low, where the record is the answer. |
| "Money left my account and I do not recognise it" | Live agent | High and uncapped. Fraud, tone and a clock all at once. |
| Transaction dispute or chargeback | Live agent | High. The record of this call is evidence. |
| Account frozen or under review | Live agent | High. The customer is locked out of their own money. |
| Anything the caller frames as a complaint to a regulator | Live agent | High. Escalate immediately, and log it precisely. |
setup
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
your existing software
We work inside the CRM, practice system or case tool you already run, rather than handing you a second inbox to check. Every contact leaves a timestamped record — who called, what was asked, what was said back, what was promised — because in your line of work the question six months later is not "did someone call" but "what exactly did we tell them". Tell us what you run and we will say straight whether we connect to it today.
questions
AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$300 per month including 500 minutes — about US$0.60 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.
That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.
They can guide approved reset steps and verify the required context under your access rules. They should not bypass identity checks, unlock restricted accounts or change security controls without authorization.
Capture the account reference, transaction details, customer statement, discovery time and approved callback path. Route the case to the client’s fraud or disputes team without assigning fault or promising a credit.
compliance
start
Map onboarding, account access, transaction exceptions and the records your internal team needs to review.