How quickly can we get started with your voice support service?
Our onboarding process is designed for speed. For our Shared Team and Project-Based models, we can have you live in as little as 48-72 hours. For a Dedicated Team model, which involves more customized training, the process typically takes 1-2 weeks.
What does it cost to outsource voice support?
Pricing depends on the model you choose. Our Shared Team model can be based on a per-minute rate or a small monthly retainer, making it very affordable for startups. Our Dedicated Team model is a fixed monthly fee per agent. We provide a detailed, transparent quote with no hidden fees after our initial discovery call.
How do you ensure your agents understand our brand and products?
This is central to our process. We don't do generic training. For dedicated teams, we build a custom curriculum based on your existing training materials, products, and brand guidelines. Your team approves the curriculum and can even participate in the training. Our goal is for our agents to be indistinguishable from your own.
Are your agents dedicated exclusively to my account?
In our popular Dedicated Team Model, yes. The agents assigned to you work exclusively for your brand. This allows them to develop deep product and brand expertise. In our more budget-friendly Shared Team Model, agents are trained to support a small number of non-competing clients.
Where are your call centers and agents located?
Our primary delivery centers are located in India, which allows us to provide high-quality, cost-effective 24/7 coverage. We hire from a highly educated talent pool and invest heavily in training for accent neutralization and cultural alignment with the Western markets we primarily serve, including the USA, EMEA, and Australia.
How do you handle call quality and assurance?
We have a multi-layered QA process based on our CMMI Level 5 maturity. This includes a dedicated QA team that regularly monitors live calls and recordings, scores them against a custom rubric, and provides feedback to agents. You also get access to call recordings and performance dashboards for full transparency.
What happens if an issue needs to be escalated?
We establish a crystal-clear escalation matrix during onboarding. L1 agents have clear guidelines on when to escalate to an L2 agent or a team lead. For critical issues that require your internal team's attention, we have a defined process to route the ticket to the right person on your team with all the necessary context and history.
What kind of reporting will I receive?
You will have access to a real-time dashboard tracking all key performance indicators (KPIs), such as call volume, average handle time (AHT), first-call resolution (FCR), customer satisfaction (CSAT), and more. We also provide scheduled summary reports (daily, weekly, or monthly) and hold regular business reviews to discuss performance and strategy.
How do you maintain data security and regulatory compliance?
We treat security as non-negotiable. As a SOC 2, ISO 27001, and PCI DSS compliant partner, our security posture is at an enterprise level. All operations occur in secure, access-controlled facilities with encrypted networks and AI-powered threat monitoring. We protect your data with the same rigor you do.
Can you provide a 2-week trial to test the service quality?
Absolutely. We offer a paid 2-week trial period for most engagements. This allows you to experience our service quality, cultural alignment, and operational efficiency firsthand, minimizing risk and ensuring we are the right partner for your long-term success.
