Customer Support (Voice)

Overview

What we deliver

We staff and manage inbound and outbound voice support that resolves customer issues with consistent quality and clear reporting.

We run voice support programs for B2B and B2C clients who need professional phone coverage without building an internal call center. Our agents are recruited, trained, and coached against your scripts, knowledge base, and tone of voice. We handle inbound queries, order support, account questions, and outbound follow-ups, and we route complex issues to the right escalation path. We track call quality through monitoring, calibration sessions, and customer feedback, and we share weekly performance reports with your team. Our supervisors review handle time, first-call resolution, and adherence so service stays steady as volume changes. We work in your CRM and ticketing tools, log every call with clean notes, and follow your data handling rules. Coverage can be set up for business hours, extended hours, or twenty-four seven across multiple time zones.

Fit Check

Built for teams like yours

Who it's for

SaaS companies with growing user bases
E-commerce brands with seasonal peaks
Financial services firms
Subscription businesses
B2B vendors needing account support

Pain points we solve

Long hold times for callers
Inconsistent agent quality
High cost of in-house call centers
Limited after-hours coverage
Weak reporting on call outcomes

What's included

Capabilities

Everything we cover in this engagement.

Inbound call handling
Outbound follow-up calls
Tier 1 and Tier 2 support
Order and account queries
Escalation management
Call quality monitoring
CRM and ticket logging
Multi-shift coverage

How we work

Our process

A clear, predictable path from kickoff to outcomes.

01

Scope

We define call types, volumes, hours, and quality targets.

02

Build

We recruit agents and set up scripts, systems, and reporting.

03

Train

We run product and tone-of-voice training with assessments.

04

Launch

We go live with close supervision and daily reviews.

05

Optimize

We refine scripts, staffing, and KPIs each month.

What you get

Deliverables & outcomes

What you get

Trained agent team
Call scripts and knowledge base
Quality monitoring program
Daily and weekly reports
Escalation playbook
Monthly business review

Outcomes you can expect

Shorter wait times
Higher first-call resolution
Consistent brand experience
Lower cost per call
Better data on customer issues

Timeline

4 to 8 weeks to go live

Engagement

Monthly retainer, Project, Sprint

Tools we use

Zendesk, Salesforce, Five9, Genesys, RingCentral

KPIs we track

Average handle time, first-call resolution, CSAT, abandon rate, schedule adherence

Client stories

What clients say

"

Our old site was a Frankenstein of three previous agencies. We gave them a hard launch date tied to a trade show and they actually hit it. 47 templates, full product catalog migration, no broken redirects on go-live day. Our previous vendor missed the same deadline twice. This time my phone stayed quiet on launch morning.

Marcus L.

"

Our SDRs were spending two hours a day copying lead data between Salesforce, Outreach, and a Google Sheet nobody owned. They mapped the whole flow, stitched it together in n8n, and added a dedupe step we did not even know we needed. Got 38 hours a week back across the team. The SDRs were the ones who pushed to expand it further.

Rebecca F.

Proof