Service · managed services
Fully Managed Customer Service
Stop managing headcount. Start managing outcomes. We handle recruiting, training, scheduling, coaching, and performance — you focus on growth.
what's included
Everything Included. Nothing Extra.
One price per agent. No surprises.
01
Recruiting
We source, screen, and hire agents with the right skills, language abilities, and cultural fit for your brand.
02
Training
Comprehensive product training, soft skills development, and ongoing certification programs.
03
Scheduling
Workforce management handles forecasting, scheduling, and real-time adjustments for optimal coverage.
04
Coaching
Team leads provide daily coaching, call reviews, and performance feedback to every agent.
05
Reporting
Real-time dashboards and weekly reports on KPIs, trends, and improvement opportunities.
06
Infrastructure
Office space, equipment, connectivity, and backup systems — all handled and maintained.
backup coverage
Plan Backup Coverage Before You Need It
For a small support team, backup coverage requires more than an available agent. Before arranging cover, define the tasks the backup agent may handle, the knowledge they need, the systems they can access and the person responsible for escalation.
Include absences, peak periods and handover arrangements in your coverage plan. Agree when backup support should begin, how open cases will be handed over and which requests must stay with the primary team. Coverage depends on the staffing arrangement and readiness requirements agreed for your project.
- Tasks the backup agent may handle
- Knowledge and system access required
- Escalation contact and handover process
training readiness
Prepare for Client Training and Launch
Before formal client training, agree which product information, service policies and workflow documents the team should review. Use that preparation to identify unclear instructions and questions that need the client's input.
Define launch readiness separately from training time. The project plan should cover approved knowledge, practice scenarios, system access, escalation contacts and the client's launch approval. Staffing, training, access setup and pilot testing may follow different timelines; confirm the schedule for your project rather than assuming a fixed launch date.
- Current policies and workflow questions
- Access requirements and practice scenarios
- Escalation contacts and launch approval
team structure
Your Extended Team
Not a vendor. A partner with skin in the game.
Your single point of contact. Understands your business, anticipates needs, ensures success.
Oversees daily operations, manages team leads, handles escalations, drives efficiency.
1 lead per 10-15 agents. Provides coaching, handles real-time issues, monitors quality.
Dedicated quality analysts review interactions, identify coaching opportunities, ensure standards.
Keep your team sharp with new product updates, process changes, and skill development.
slas
Performance Guaranteed
We commit to measurable outcomes, not just effort
<30s
Avg Speed to Answer
85%+
First Contact Resolution
90%+
Quality Score
4.5+
CSAT Rating
SLAs customized to your business. Performance credits for missed targets.
engagement models
Flexible Engagement Models
Choose the model that fits your needs
Most Popular
Dedicated Team
Agents work exclusively for you. Deep product expertise, brand immersion.
- 100% dedicated agents
- Custom training program
- Brand ambassador approach
- Best for: Complex products, high volume
Shared Team
Our standard projects use non-shared agents. For special requirements such as low-volume, backup or overflow coverage, a shared-agent arrangement can be assessed for the project. The service scope and coverage are agreed for that arrangement.
- Shared agent pool
- Pay for hours used
- Flexible scaling
- Best for: Low-volume, backup or overflow coverage
Hybrid Model
Core dedicated team plus shared overflow. Best of both worlds.
- Dedicated core team
- Shared overflow capacity
- Predictable + flexible
- Best for: Growing businesses
start
Ready to Stop Managing and Start Growing?
Let us handle operations. You focus on what matters.