Customer service outsourcing

Your customers,looked after.

On email, chat, phone and messaging, by a team we recruit and manage as part of your business.

Book a call How we work

What we cover.

Every channel your customers use, the work that comes through them, in the hours and languages they need.

Every channel
Email and web forms, live chat, phone, messaging, and the messages that arrive through your social channels.
Channels
- Email and web forms
- Live chat
- Phone
- WhatsApp and SMS
- Social messages
The work
Orders, returns and refunds, billing, product questions, first-line technical help and complaints, with the right things passed to your team.
For example
- Where's my order?
- Returns and refunds
- Billing and accounts
- How do I…?
- Anything that needs you, passed on
Hours
Your working day, evenings, weekends and bank holidays, and your customers' hours in other time zones.
A weekday
Your own people
Covered by us
00:0006:0012:0018:0024:00
Languages
Native or strong English, and native speakers of the main European languages, from our teams in Portugal and Ireland.
Native speakers
- ENEnglish
- DEGerman
- ESSpanish
- PTPortuguese
- NLDutch
- NORDNordic languages

Off your plate. Still in view.

Everything it takes to run the team, day to day, becomes ours. What you keep is a clear view of how it’s going.

Yours

Everything you need to see

One person who owns your service and knows your account
Regular reviews of how it’s going
What your customers are contacting you about, and why
A say whenever something changes

Ours

Everything it takes to run the team

Finding and hiring the team
Backfilling, whenever someone moves on
Training, where you’d like us to run it
The rota, and cover when someone is off
Coaching and day-to-day management
Reviewing the quality of the work

No helpdesk yet? We’ll help you choose one and set it up

Ways to work with us.

Hand over as much or as little as you like.

A dedicated teamPeople who work only on your account, sized to your volume.
Alongside your own teamYou keep what you want close. We take the rest, in the same helpdesk.
Evenings, weekends, overflowCover for the hours and busy spells your own people can't stretch to.
Shared coverPart of a trained person's time, for smaller volumes.

How we start.

We start from what you already have. Where your training, knowledge base and processes are in place, we use them. Anything missing, we'll help you build.

Book a call

We find out what's in placeYour products, your customers, your tone of voice, and what already exists, such as training material, a knowledge base, processes or people who train.
We help you build anything missingIf something's missing or out of date, we work on it with you, and it lives in your systems. If nothing is, we go straight on.
We recruit the teamPeople hired for your account.
They're trainedHow depends on where you’re starting from. It could be your trainers or ours, from your material or material we help you build.
A pilot, if you'd like oneThe team takes on part of the work first, and we review it together before they take on the rest.
We go live, and keep improvingRegular reviews of what's working, what customers are asking, and what to change.

How the team is led

Team leads whose job is coaching.

A team lead buried in admin has no time for their team. So the reviewing, the planning and the training are shared with people whose job they are, and the team lead’s time goes on their people.

Time with the teamOne-to-ones, coaching on real conversations and help with the difficult ones, not squeezed in around the queue.
Reviews of specific things, not one scoreThe right answer, clear expectations, your voice. Each tracked by person, by team and for your account.
Every review leads somewhereWhat the reviews find sets the coaching, coaching sets goals, and the next reviews measure them.
You see itThe results, the trends and what we are doing about them, in regular reviews with the person who owns your service.

Quality review

Return and refund · Live chat

The right answer
Expectations set clearly
In your voice
Refund policy followed

Coaching pointConfirm the refund date before closing the chat.

Security and data protection

Your data, protected.

The questions every client asks first, answered plainly.

Works inside your tools
Data protection built in
Managed devices

Named accounts
No shared logins, so you can see who did what.
Only the access needed
Set role by role, and shut off the day someone leaves the team.
Never mixed
One client's information is never visible to another's team.
Transfers covered
The safeguards your customers' law requires, in place before work crosses borders.

Security and data protection

Where the team works.

You choose where your work is done. We lay out the options and give our view. One location is often all you need.

Need more than one?Different work in different places, from one provider, on one standard, in one report.

Using more than one location

Is it right for you?

Outsourcing makes sense when the work has outgrown the people doing it. Not every business is there yet, and part of the first conversation is working out whether you are.

When it fits

Volume growing faster than you can hire. Customers waiting overnight or over the weekend. A team stretched so thin that the difficult conversations get rushed. Or a decision that running a support team isn't where your time should go.

When something smaller fits better

If you're answering a handful of messages a week, shared cover may suit you better than a dedicated team. And if it's the tools that need sorting first, we'll happily help you set them up.

What the price depends on.

Every team is priced for the work it does, so we quote after a conversation, not from a list.

Where the team worksThe Philippines, Portugal or Ireland, or more than one.
The languagesEnglish, or other European languages too.
The hoursIncluding evenings, weekends and other time zones.
The channelsLive phone and chat need people available in a way email doesn't.
Dedicated or sharedAnd how many people your volume needs.
How specialised the work isAnd how long it takes to train for.

Where this fits

Three ways we work.

The difference is what you end up with. This page is part of the third, and they join up.

Plan it · Consultancy
Work out what to change
Where your customer service is today, what to fix first, and what good looks like. You end up with a plan.
Consultancy
Build it · Set-up
Put the operation in place
Your helpdesk, AI, knowledge base, reporting and training material, set up in your systems. You end up with a working set-up your own people run.
Set-up
Run it · Delivery
A team that looks after your customers
We recruit and manage the team, and run your customer service as part of your business. You end up with your customers looked after.
This page

Questions, answered.

The things people ask us first.

How is this different from a call centre?

A call centre answers calls. We run your customer service across every channel you use. That means the team, its training and coaching, the quality checks and the reporting.

Will they understand our product?

The team is trained on your products before they speak to a customer. That can be with your training, ours, or both. It is kept up to date as things change.

Will they sound like us?

We build your tone of voice into the training and the quality checks, and train for your customers' culture and expectations, not a generic script.

Will outsourcing mean losing control, or quality?

It's a fair worry, often from people let down before. You see how it's going in regular reviews. Real conversations are reviewed and coached on. And the work stays in your systems, where you can see it whenever you like.

Will our customers know it's outsourced?

The team answers as part of your business, in your name and your voice. Whether you tell your customers is up to you.

What happens when someone leaves?

Their knowledge stays, because it lives in your knowledge base and training material, not in their heads. We recruit and train the replacement, and keep your service covered in the meantime.

Who manages the team day to day?

We do. The team lead runs the team day to day, and the person who owns your service is your contact. You see how it’s going, without managing the people.

Can we start with just evenings, weekends or overflow?

Yes. You can start with just the hours or the volume your own people can't cover, alongside the team you already have.

How does it start?

With a conversation about your customers, and what you want the service to do for them. From there we look at what you already have (your systems, training material and processes) and build the service around it.

How do you handle vulnerable customers?

The team is trained to recognise customers in vulnerable circumstances. Your own approach is built into their training for your account, including who a case goes to and what's noted on the account. If you don't have an approach yet, we'll help you build one.

Is our customers' data safe?

We work inside your systems and act only on your instructions. Access is limited and logged. Where work crosses borders, the safeguards your customers' law requires are in place before we start.

Is outsourcing cheaper than an in-house team?

Sometimes, not always. It depends on the size of the team, the hours and languages it needs, and what your own team really costs once everything around the salary is counted. Our guide sets out both sides, with a calculator for your own figures.What an in-house team really costs

Do you work with businesses our size?

Yes. From a share of one person’s time to an enterprise-scale operation. We build the structure around the work, whatever its size.

Can you cover other time zones?

Yes. We cover the hours your customers need, wherever they are.

Alongside it

The work around your customer service.

Customer service touches most of an operation. We can take on the work beside it too.

Let's talk.

Tell us what's going on. If we're not the right fit, we'll point you to someone we trust.