Customer service and back-office outsourcing
We run it,as part of your business.
Customer service, calls, back office, quality and content work, run by a team we recruit and manage. From a few days' cover to an enterprise-scale operation, from one location or several.
What you're getting
You get the team, and everything it takes to run it. The hiring, the rota, the coaching and the quality checks are ours, so the managing isn't yours.
Whatever the work
Whether it’s answering customers, taking calls, working a queue of refunds or reviewing content, the same way of hiring, training, coaching and checking sits underneath all of it.
As much or as little as you need
A few days of cover, the evenings and weekends, one part of the work, or the whole operation. Alongside your own people, or in place of a team you no longer want to run.
What we run.
Six kinds of work, each with pages of its own. Pick one.
Customer support
Your customers looked after, on every channel.
- Customer serviceEmail, chat, phone and messaging, in your own systems.
- Reception and call answeringYour calls answered in your name, messages passed on.
- Appointment bookingBookings made straight into your own diary or system.
- Emergency call answeringRepairs and urgent calls, around the clock.
- Lead qualificationEnquiries answered and qualified before they reach you.
- Outbound callsFollow-ups, reminders and satisfaction calls.
- Social media customer serviceMessages and DMs across your social channels.
- Review repliesPublic reviews answered in your voice, on every site.
- Complaints handlingComplaints resolved, recorded and learned from.
- Multilingual customer serviceNative speakers of the main European languages.
Live chat · Customer service
Answered
James
Specialist teams
Onboarding, customer success, technical support and premium service.
- Onboarding and successGetting customers started, and keeping them with you.
- Technical supportProduct questions that need someone who knows how it works.
- Customer retentionCancellations, pauses and renewals handled well.
- Premium and VIP serviceA higher level of care for your most valued customers.
Specialist teams · Onboarding
A new customer, two weeks in
- Noticed
- Some of their team haven’t logged in
- Sent
- A note to their admin, offering help
- Booked
- A walkthrough for Thursday
On the account, for you to see
Cover when you need it
Evenings, weekends, holidays and busy times.
- Out-of-hours and overflowEvenings, weekends and the calls you can't get to.
- Holiday and absence coverArranged ahead, for when your own people are away.
- Seasonal and peak coverThe busy times, expected and unexpected.
- Dedicated helplinesA number of its own for a campaign, recall or event.
- Business continuityA line ready to take over if your phones go down.
A weekday
Your own people
Covered by us
Back office and admin
The work behind the scenes, kept moving.
- Disputes and chargebacksCases worked through to the end, fraud checks included.
- Orders, returns and warrantiesOrder problems, returns and warranty claims.
- Scheduling and dispatchJobs booked to engineers, drivers and couriers.
- Credit controlChasing business customers to pay what they owe.
- Product listingsCatalogues and product data kept accurate.
- Back-office admin and dataAdmin and data work, done to a standard.
- ID and document checksChecks done to your process, with a full record of each.
Back office · Refunds
Refund approved
- Reason
- Arrived damaged
- Photos
- Checked against the order
- Refund
- To the original card
Customer told, with the timescale
Quality and AI
Independent checks on your team and your AI.
- AI chatbot quality checksChecking what your chatbot tells your customers.
- AI training dataLabelling, rating and checking data for AI models.
- Quality assuranceIndependent quality checks for your own team.
Quality review
Return and refund · Live chat
- The right answer
- Expectations set clearly
- In your voice
Coaching pointConfirm the refund date before closing the chat.
Content and community
Content reviewed, communities looked after.
Content review
Creator video checked against the brief
- Product shown clearly
- Key message included
- Ad disclosure missing
Sent back to the creator with a note
Ways to work with us.
From a few days' cover to a whole operation.
- A dedicated teamPeople who work only on your account, sized to your volume.
- Alongside your own teamYou keep the people and the work you want close, and we take the rest, to the same standard.
- Cover when you need itEvenings, weekends, holidays and busy times, and lines that take over if your own phones go down.
- Shared coverPart of a trained person's time, for smaller volumes, with the sharing explained, not hidden.
Behind every team.
Every team is backed by the functions that make an operation run well. They are shared, so even a small team has them.
- Coaching and leadershipDeveloping people, and handling the tricky moments.
- TrainingFor new starters, and kept current as things change.
- Workforce planningThe right number of people on at the right times.
- QualityReal work reviewed against your products, policies and tone of voice.
- Reporting and analyticsHow it is going, and why customers get in touch.
- Process improvementFixing the causes, not just doing the work.
The team
Recruited and trained for your account, working as part of your business.
Run properly
Run by people who have run operations.
What you're buying is the experience of running large customer operations, in the way the work is organised, checked and improved. The people are how it gets delivered.
- Team leads whose job is coaching their team
- Reviews of real work that feed the coaching
- Culture and language training for your customers' market
- One person who owns your service
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.
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.
The Philippines
Volume and value.A large, experienced talent pool, for teams of any size.
Portugal
European languages.The major European languages, and native or strong English.
Ireland
Specialist and premium work.Specialist roles and premium service, in English and European languages.
Need more than one?Different work in different places, from one provider, on one standard, in one report.
Using more than one locationWhere this fits
Three ways we work.
The difference is what you end up with. This page is the third, and they join up.
Plan it · Consultancy
Work out what to change
Where the operation is today, what to fix first, and what good looks like. You end up with a plan.
ConsultancyBuild it · Set-up
Put the operation in place
The processes, tools, reporting and training material an operation runs on, set up in your systems. You end up with a working set-up your own people run.
Set-upRun it · Delivery
A team that does the work
We recruit and manage the team, and run the work as part of your business. You end up with the work done.
This page
Questions, answered.
The things people ask us first.
Do we manage the team?
No. Hiring, the rota, leave, coaching and cover are ours. You tell us what your customers need, see how it's going, and ask for changes through the person who owns your service.
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 work is reviewed and coached on. And one person owns your service and is the one you talk to.
Can our people work alongside yours?
Yes. Keep your own team for some of the work and hand us the rest, in the same systems, to the same standard.
Can you help at short notice?
For cover and extra phone lines, often yes. A dedicated team takes the time that recruiting and training the right people takes, and we'll be straight with you about it.
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
What if our volume changes?
The team is sized to your volume. We plan for the busy times and the quiet ones with you, so it can grow or shrink as you do.
Does the team work from home?
Yes, on managed company equipment with a tested internet connection. Where power cuts are a risk, there are backups for power and internet.
Do you look after people doing difficult work?
Yes. What the team will see is worked through with you before anyone starts, case by case. Where the work involves distressing material, we put the right support in place first for the people doing it, such as a limit on the time anyone spends on it, other work to move between, and someone to talk to.
Does it matter where we are, or where our customers are?
No. The work is run the same way wherever you are, in your customers' hours, with culture and language training set for their market.
Alongside it
What the work runs on.
A team does its best work on good foundations. Where any of these are missing, we can put them in place first.
- Operations consultancyIf you’re not yet sure what to hand over, or how it should run.We plan it with youWe plan it with you
- Helpdesk set-upThe place the team works in, set up properly.We set it upWe set it up
- Processes and knowledge baseHow the work is done, written down for the team to follow.We set it upWe set it up
- ReportingSo you can see how the work is going.We set it upWe set it up
Let's talk.
Tell us what's going on. If we're not the right fit, we'll point you to someone we trust.
Book a call