Customer Service Outsourcing
Phone, Email, Chat, WhatsApp and Social — One Team, One Ticket, Your Brand
Customers do not think in channels. They call, then email, then message you on WhatsApp about the same problem, and expect whoever answers to already know. We run all of it as one queue, on one ticket, by agents trained to sound like your company.
- Voice, email, chat, WhatsApp
- One ticket across channels
- Six languages
- CSAT and QA scored weekly
Running live queues for
Why Outsourced Customer Service Usually Fails — and What We Do Instead
Six things that decide whether an outsourced team sounds like yours.
One Conversation, Not Four
A call, an email and a WhatsApp message about the same issue are the same ticket. The agent sees the history; the customer does not repeat themselves.
Trained on Your Tone
Tone of voice is part of onboarding, not an afterthought. We write it down with you, and it is scored in quality reviews like any other criterion.
Quality You Can Read
A sample of contacts is scored weekly against a rubric you approve, and you see the scores and the recordings — including the low ones.
Six Languages, One Floor
English, Romanian, French, Spanish, Italian and German from the same operations centre, so a multilingual queue does not mean four vendors and four standards.
Up to 60% Lower Cost
Western European service levels at Romanian operating cost, inside the EU, in a timezone that overlaps your working day entirely.
Your Tools or Ours
We work in your helpdesk if you have one, or on HELION — the platform we built for our own floor — if you would rather not run one.
AI, in three places
Three capabilities, on every service we run
We did not rename the business around AI. These three sit underneath the contact centre, the BPO desk and the IT helpdesk alike.
AI voice agents
Answer the queue end to end in Romanian: identify the caller, resolve from the knowledge base, open the ticket, dispatch a technician, or transfer with context.
AI assist for human agents
Live coaching on the call. It listens, finds the relevant article and shows the next step — what to say, what to ask, and the source it came from.
AI quality & analytics
Automatic call sampling, transcription and scoring against your own scorecard, so QA reviews a representative set rather than whatever is easiest to find.
How a Customer Service Team Is Set Up
Four steps from first conversation to a team answering on your brand.
- 01
Channel & Volume Map
Which channels, what volumes, which languages, what hours — and which contacts you would rather never reach a human at all.
- 02
Brand & Tone Onboarding
Product training, tone of voice, escalation rules and the edge cases that need a named person rather than a process.
- 03
Pilot With Scoring
A live slice of contacts, scored from day one, reviewed together weekly so corrections land before full volume does.
- 04
Full Volume, Weekly Review
Complete handover, weekly quality and CSAT reporting, and a named account manager reading the same dashboard you do.
FAQ
Customer Service Outsourcing — Common Questions
What heads of support ask before letting another company answer their customers.
Not from the conversation. Agents answer on your brand, in your tone, from your knowledge base, and the tone of voice is scored in quality reviews. What gives outsourcing away is usually an agent who cannot answer a second question — which is a training problem, not a geography one.
Voice, email, live chat, WhatsApp, SMS and social messaging, handled as one queue on one ticket so the customer is not asked to repeat themselves when the channel changes.
A sample of contacts is scored every week against a rubric you approve, and you get the scores, the trend and the recordings. CSAT is reported alongside it. Both are in the weekly review, not in an annual summary.
No. We work inside your existing helpdesk or CRM if you have one. If you would rather not run one, the team works on HELION, the platform we built for our own operation, and you get access to it.
Typically up to 60% less than an equivalent Western European team, without moving your customers to another timezone. The exact number depends on volume, languages and hours, which is what the quote is for.
Capacity is pooled across accounts, so a campaign or an incident does not become a queue nobody answers. Expected peaks are agreed in the service level so they are staffed rather than survived.
Go deeper
Pages for the thing you actually need
Each one covers a single service or a single sector, with the questions procurement asks about it.
Services
AI-answered. Human-guaranteed.
Want Your Support Queue Answered Properly?
Tell us your channels, volumes and languages. We come back within one working day with a staffing model and a price.