Dedicated Customer Support Teams
Your own customer support team, without building it yourself.
For businesses with steady volumes, we build a dedicated team that works only on your account. We handle recruitment, training, scheduling, quality assurance and day to day management. You keep control over standards, priorities and how your customers are treated.
What changes for you
The outcomes this service is designed to deliver.
Deep product knowledge
Agents who work only on your account build real familiarity with your products and customers.
Less management overhead
Recruitment, rotas, coaching and performance management are handled by us.
Room to grow
Team size and coverage can be adjusted as your business changes, by agreement.
Scope
What is included.
- Agents dedicated to your account
- Team leadership and day to day management
- Recruitment, onboarding and ongoing training
- Quality assurance and coaching
- Workforce planning and scheduling
- Regular performance reviews with you
How automation and people share the work
Automation
- Assists agents with suggested answers and summaries
- Supports quality review across more conversations
- Helps forecast volumes for scheduling
People
- Build lasting knowledge of your business
- Represent your brand in every conversation
- Lead, coach and improve the team continually
The exact balance is agreed with you. Some clients prefer every conversation to be handled by a person.
How it runs
From first conversation to steady operation.
- 01
Design the team
We agree roles, skills, hours and the right team size for your volumes.
- 02
Recruit and select
Candidates are selected for communication skills, judgement and fit with your brand.
- 03
Train and launch
The team is trained on your products and systems before taking live contacts.
- 04
Manage and improve
We manage performance daily and review results with you regularly.
A good fit for
Who this service tends to suit.
- Growing technology and ecommerce companies
- Businesses replacing or extending an in house team
- Multi channel support operations
Related industries: Technology and SaaS, Financial Services, Energy and Utilities
Questions
Dedicated Customer Support Teams: common questions.
Can we interview the agents?
How is a dedicated team priced?
Your customers deserve better. Let’s make it happen.
Tell us about your customers, your volumes and the hours you need covered. We will come back with a clear recommendation and a written proposal.