Service
Voice Support
Some conversations are faster on the phone, and some customers simply prefer it. We staff inbound voice against your coverage windows, with call handling standards, call quality reviews and a clear route for cases that cannot be closed on the call.
What the team handles
Voice Support
- Inbound customer calls within agreed coverage windows
- Order, delivery and account support by phone
- Callback handling and scheduled follow-ups
- Call notes written into your CRM or helpdesk
- Escalation to your internal specialists where needed
Scope is confirmed with you during the design stage and written into the operating plan before the team goes live.
Measurement
Metrics usually agreed for this service
Targets are set with you before launch. These are the measures the conversation normally starts from — the numbers attached to them are yours to define.
- 01
Average speed of answer
Target set per client
- 02
Call abandonment rate
Target set per client
- 03
Average handling time
Target set per client
- 04
First contact resolution
Target set per client
- 05
Call quality score
Target set per client
Reporting cadence, escalation thresholds and the review meeting rhythm are agreed alongside the targets themselves.
Before you commit
Practical questions about voice support
The questions buyers ask once the brochure stage is over.
- What accents and language standards can we expect?
- Agents are recruited and assessed for clear, neutral spoken English and are trained on your market's terminology. Voice sampling is part of the selection process you can sit in on.
- Can you cover our local business hours?
- Coverage windows are agreed up front and staffed by shift. We are direct about what a given team size can realistically cover.
Where it fits
Sectors that most often run voice support as part of a dedicated team
Next step
Talk through voice support for your business.
Bring your current volume, tooling and response targets. We will tell you what a workable team looks like — including when the answer is a smaller one than you expected.