Consider a talent-only service plan if you want to build and manage a top-tier support team but need help finding the suitable agents.
A shared team is the way to go for fast, scalable, and cost-effective support.
The dedicated team plan is the best choice if consistent quality and a customized support experience that matches your business goals are your top priorities.

While we don’t deliver a money-back policy, we provide a flexible contract. All our contracts are designed for a one-year commitment, with a flexible termination option that requires a 30-day notice for the shared team plan and a 90-day notice for the dedicated team plan. This structure helps us maintain the high standards and consistent performance you expect. We also work closely with KPIs and assign a dedicated Quality Manager for both plans.

We're committed to building long-term partnerships that drive mutual success, and that's the reason why we stand by the quality of our services.

We’re fully scalable and ready to adapt to your business’s growth. As your needs evolve, we can easily adjust to accommodate peak seasons or increased demand. Plus, you can switch between plans, ensuring you always have the right level of support.

A Chat ticket is defined as one complete conversation, from the initial query to resolution, regardless of how many messages are exchanged. An email ticket is defined as a unique and complete answer to a customer query.

For shared team, we ensure all non-native agents have C1+ English language level and cover other languages using AI translation tools. For dedicated team and talent only, we hire expert agents who have close to native level of required languages, not only English.

Our recruiting experts hand pick the finest talents to create a customer-centric team that consistently exceeds service quality expectations.
Here are the steps involved in recruiting our support agents:
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Step 1: CV Prescreen
‍ We review applicants' CVs to assess their qualifications and relevant skills.

Step 2: Interview with recruiter
Shortlisted candidates participate in an interview to assess their soft skills and ensure mutual expectations match.
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Step 3: Test task
‍Candidates may be given a test task to evaluate their hard skills.

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Step 4: Interview with senior specialist
Successful candidates proceed to an interview with a support lead to assess their industry knowledge and teamwork skills.

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Step 5: Bar raising
‍The final step involves double-checking the skills to ensure the candidates meet 100% quality.

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If you opt for Talent Only service plan, you can either participate in onboarding interviews or outsource it 100%.

We have an integration fee that covers seamless integration into your current systems and tools and the development of a comprehensive knowledge base to enhance support and streamline operations. A fee may also apply for personalized extras to meet your specific needs.

We assign quality managers who regularly evaluate our dedicated and shared plans to ensure top performance. They assess agents using quality scores based on several criteria, including ticket resolution speed, resolution success, tone of voice, and play book adherence. Additionally, we integrate AI tools for automated quality checks on some tickets, enhancing accuracy and efficiency in our assessments.

In order to ensure that our support agents seamlessly integrate with your team, we aim to mirror your internal processes during training. Any materials you can provide will be invaluable for equipping our team. Once our training team reviews your existing processes and documentation, we will inform you if any gaps could enhance the training process. If necessary, we can assist in creating the content needed to ensure a streamlined training program.

We take security seriously.

1. A two-tiered firewall architecture provides an added layer of protection against unauthorized access.

2. Disk encryption & data loss prevention ensure the confidentiality and integrity of stored data.

3. LDAP authentication secures safe user authentication and access control.

4. File integrity management to monitor and detect any unauthorized modifications to files.

5. PCI, DSS certified & GDPR-compliant to prove our quality standards.