BPO / Customer Support
A support desk that sounds like you.
Chat, email and inbound calls handled by a team trained on your policies, your product and your tone, covering the hours you choose. You get the recordings, the scores and the numbers every week.
Your queue, worked from open to close.
The panel is a simulation, not client data, but it is how the day runs: tickets arrive on your channels, get picked up in order of urgency, and are closed with a note your team can read later.
- Channels Live chat, email and ticket queues, inbound phone. Social DMs if they're part of your support load.
- Typical requests Order status, returns and exchanges, account access, billing questions, how-do-I questions, complaints.
- Tools we already work in Zendesk, Freshdesk, Gorgias, HubSpot, Intercom, Shopify, Salesforce Service Cloud. Others with a short onboarding.
- Escalation Named contact on your side, with a tag on every escalated ticket so patterns show up in the weekly report.
The report you get whether you ask for it or not.
One page, same layout every week, so you can compare this week to last without reading anything twice.
Tickets by channel, by day, by category. Which questions rose and which fell.
First-reply time and resolution time against the targets we agreed, with the misses listed, not averaged away.
Each agent's QA score from sampled tickets and calls, with the rubric you signed off on.
Procedure updates made that week, and the questions we think you should answer next.
Dedicated seats, not per-minute meters.
Support is priced as a monthly rate per dedicated agent, with a team lead included once you have three or more seats. You choose the hours the seats cover. Ticket volume inside those hours doesn't change the price, so a busy week costs the same as a quiet one.
Phone support includes call recording and storage; chat and email include QA sampling. Setup, training and the written procedures are part of the first month, not a separate line.
We'll quote up front after a call, once we know the channels, hours and volume. A two-week pilot on your real queue comes first.
Questions
Will customers know they are talking to an outsourced team?
Only if you want them to. Agents use your brand name, your tone guide and your tools. Many clients introduce us as their support team; some prefer to say nothing. Either is fine with us.
How quickly can you cover a queue?
A two-person chat or email desk can be trained and live in about two weeks from the day you share your policies and system access. Phone support takes a little longer because we script and rehearse the calls first.
What happens with a question the agent can't answer?
It is escalated to a named person on your side through whatever channel you choose, and the ticket is tagged so we can see which questions keep escalating. Those become new entries in your procedure document.
Can you handle spikes, like a launch or the holidays?
Yes, with notice. We keep a bench of agents trained on your account beyond the core team so we can add seats for a few weeks without starting from zero.