Questions buyers actually ask

Email, live chat and voice support, plus the back-office work that sits behind them — order processing, account updates and ticket administration. Where it fits your business, the same team can also handle sales qualification, retention and win-back conversations.

Yes. Blended queues are common and usually make better use of a small team. We agree how the team prioritises between channels, because live chat and email carry different response expectations.

Both. Fixed-term project teams run from about one month to six — peak season, a launch, a migration, a backlog or an outbound campaign. Start date, capacity and wind-down date are all set in the statement of work before recruitment begins.

The wind-down runs to the date agreed at the start. Open cases are handed back with notes, macros and documentation stay with you, and access is revoked on the day. There is no rolling notice period to cancel. If the volume turns out to be permanent rather than seasonal, converting the project into a standing team is a decision you make at the review.

Yes. Agents assigned to your account work on your account. You know who they are, they learn your product properly, and they are not rotated across unrelated clients between shifts.

It depends on team size, channel mix and how much product training the role needs. We give you a dated plan covering recruitment, training and go-live during the design stage rather than a headline number up front.

Yes, and it is often the sensible way to start. A small team lets both sides test the process, the training and the reporting before you commit to more capacity.

Yes. Adding capacity follows the same recruitment, training and quality process as the original team, so growth does not dilute the standard. Notice periods for scaling up or down are agreed in the contract.

Against the KPIs agreed with you before launch — response and resolution times, quality scores from sampled conversations, and outcome measures relevant to your channels. Scoring uses a rubric you have seen and approved.

Coverage windows are agreed at the design stage and staffed by shift. We will tell you plainly what a given team size can cover and what it cannot, rather than promising blanket availability.

Yes, and we prefer it. Your team works inside your tools so your data, ticket history and reporting stay in your systems and under your control.

Yes, through shift patterns designed around the markets you serve. The practical limit is team size — we will be direct about what coverage a given headcount can sustain.

Yes. Quality monitoring is available as a standalone service. We build the rubric from your policies and a sample of real conversations, you approve it, and we sample, score and calibrate against it. Because the agents are not ours, there is no incentive to score generously.

That is agreed as a written sampling plan, sized to your volume and risk — heavier at launch and on high-impact contacts like refunds and billing, lighter on routine work once scores hold steady. We report sampling coverage next to the score, so you always know how much the number is standing on.

Access is limited to the people who need it for the work, and handling rules are agreed with you in writing before the team goes live. Specific contractual and security terms are set per client during onboarding.