Unrivalled contact center service
We provide award-winning, word-class contact center services, specializing in scalable, 24/7, Omnichannel, Tier 1, 2, and 3 support.
You can trust us to be the friendly, helpful, human face that your customers turn to when they need help – allowing you to concentrate on your core business.
We hire agents for their empathy and problem-solving skills, and our staff tenures are four times higher than the industry average.
We integrate with your existing support staff, or work independently with regular check-ins.
Omnichannel means all channels, at all times
We manage inbound calls, emails, text messages, social media notifications, and live chat requests. Whether we’re using our own chat and support technology or managing yours, your customers will have access to live support specialists 24 hours a day, seven days a week.
Our people are the best
We hire empathetic problem-solvers. And they stay with us for four times longer than the industry average.
Our agents, whether integrated into your team or fully outsourced, learn your organization inside and out so they can serve both existing and prospective customers.
Just like your customers, we’re multilingual – providing translation and interpretation across a multitude of languages.
Our translation services extend to device logistics and training, reproducing device setup and training documents in different languages as and when they’re needed.
We make feedback count
We provide a sophisticated feedback loop, which not only results in constant customer experience improvements but informs your product and service strategy too.
By identifying key weekly trends in customer call data, we help you shape an improved self-service offering for customers. This frees up more time for interactions in which agents can provide true value to both you and your customers.
Valuable, efficient, and rewarding customer interactions help to drive greater utilization and adoption of your products and services.
We safeguard your clients, and your reputation
We adhere to all applicable cybersecurity standards, leveraging the Transport Layer Security protocol (TLS) as well as the Advanced Encryption Standard (AES) to protect classified data.
We also comply with industry-specific standards for each of the clients we serve, including HIPAA, The Health Information Technology for Economic and Clinical Health (HITECH), Family Educational Rights and Privacy Act (FERPA), ISO 27001 and 27002, and many more.
We believe in robust reporting
We employ robust analytics and reporting procedures, helping to predict spikes and improve ticket resolution rates
We measure ourselves against average handle time, speed to answer, and first-call resolution rates, and we use these to help drive down support costs and improve customer satisfaction.
All of our quality assurance reports are shared with our clients, because we believe the best relationships are built on trust, transparency, and shared goals.
