Customer service and back office from three locations
Three locations.One standard.
The Philippines, Portugal and Ireland, each chosen for what it does best. You choose where your work is done. We lay out the options and give our view.
How to choose
Start with the work, not the map. Who your customers are, what they need, the languages and the volume decide where it fits best.
One location is often enough
You may only ever need one, and we'll say so when that's the case.
Or more than one, on one standard
Where different work suits different places, it comes from one provider, on one standard, in one report.
What each is for.
Every channel and every kind of work can be done from all three. What differs is the people you can hire, the languages and the bar.
Best for
English at volume
Everyday questions, back office and growing teams, on every channel, and the best value where volumes are high.
- Languages
- English, with training for your customers’ market
- The people
- A large, experienced pool, for teams of any size
- Data
- Safeguards in place before work starts
Best for
European languages
Native speakers for your customers in Germany, the Netherlands, the Nordics, Spain and beyond.
- Languages
- The main European languages, and native or strong English
- The people
- Native speakers, tested by level and by channel
- Data
- Inside the EU
Best for
Premium or specialist work
Your most valuable customers, specialist roles and customer success, where the bar is highest.
- Languages
- English, and European languages as full teams
- The people
- Experienced, highly educated and international
- Data
- Inside the EU
One standard
The same, in every location.
The location decides who we can hire for your work. It doesn't change how the work is run.
In every location
- HiringTested for the language, the channel and the work
- TrainingYour products, processes and tone of voice
- CoachingTeam leads who coach, one to one
- Quality checksThe same behaviours, reviewed the same way
- ReportingOne report, with every location side by side
- SecurityManaged, encrypted company devices and named logins
Questions, answered.
The things people ask us first.
Can every kind of work be done from every location?
Yes. Every channel and every kind of work can be done from all three. What differs is the pool we hire from, the languages and the bar for the work.
Who decides where our work goes?
You do, piece of work by piece of work. We lay out the options and give our view.
Is one location usually enough?
Often, yes. You may only ever need one, and we'll say so when that's the case.
Is the standard the same in every location?
Yes. The same hiring, training, coaching and quality checks everywhere, and one report with every location side by side.
Do your people work from offices or from home?
It depends on the location and the work. Wherever they are, they work on managed, encrypted company devices, with access limited to what the work needs.
Where is our customers’ data?
In your own systems. The team works inside them. Portugal and Ireland are inside the EU, and access from the Philippines counts as an international transfer for UK and European data. Either way, the safeguards your customers' law requires are in place before work starts.
Can we change locations later?
Yes. Start in one place, and add a language, a specialist role or another location when the work calls for it.
Can we start small?
Yes. One person or a small team, in any of the three, and a pilot if you would like one.
How much does it cost?
It depends on the location, the work, the languages, the hours and the size of the team. We will set it out plainly once we understand what you need.
Not sure which location fits?
Tell us about the work and we'll give you our view, including when one location is all you need.