01
Customer support
The front line: every conversation a customer starts, answered properly the first time.
Channels we staff
- Inbound voice (toll-free, local-number and VoIP)
- Outbound follow-up, win-back and welcome calls
- Email and ticketing queues
- Live chat and web messaging
- WhatsApp, Messenger, Viber, LINE and KakaoTalk
- Social comments, reviews and app-store responses
Typical work
- Order status, changes, cancellations and refunds
- Account, billing and subscription questions
- Returns, warranty and claims intake
- Booking, rescheduling and itinerary support
- Complaint handling and service recovery
- Retention saves and upsell where appropriate
We work inside your systems. Zendesk, Freshdesk, Intercom, Salesforce Service Cloud, HubSpot, Gorgias, Shopify, Genesys, Five9, Talkdesk, Twilio and most modern CCaaS stacks. If you use something in-house, we will train on it.
02
Technical support
Helpdesk that resolves rather than reroutes — with escalation paths your engineers will actually respect.
Tier 1
- Guided troubleshooting against your runbooks
- Account access, password and provisioning issues
- Installation, setup and configuration walkthroughs
- Known-issue triage and workaround delivery
Tier 2
- Log reading, reproduction steps and diagnostics
- Structured bug reports your developers can act on
- Integration and API troubleshooting
- Escalation management and customer comms during incidents
We staff technical desks with people who have the aptitude for it and we keep the knowledge base alive — every resolved novel issue becomes an article, so the next agent does not start from zero.
03
Back office & data
Process work that has to be right every time, done to a documented standard and measured on accuracy, not speed alone.
Operations
- Order processing and fulfilment exceptions
- Invoice, payment and dispute handling
- Claims intake, validation and status updates
- Vendor and partner coordination
Data & verification
- Data entry, cleansing and enrichment
- Document and identity verification support (KYC)
- Catalogue and content management
- Content and listing moderation
- Lead research and CRM hygiene
Sensitive data. Programmes that touch identity documents, payment data or health information are run under a written data processing agreement, with restricted-access workstations and additional controls. See our legal & compliance page.
04
Multilingual desks
Asia is not one market. A Japanese customer expects a different register from a Vietnamese one, and both notice when they are being handled by a translation tool.
How we build language capabilityDedicated language desk
A queue staffed only by speakers of one language, with its own scripts, macros, QA scorecard and hours tuned to that market's time zone.
Blended desk with language routing
One team, skills-based routing. Efficient when volumes per language are modest and you want consistent process across markets.
Languages we support
- 日本語 — Japanese
- 한국어 — Korean
- 中文 — Mandarin Chinese
- Tiếng Việt — Vietnamese
- ภาษาไทย — Thai
- Bahasa Indonesia — Indonesian
- Bahasa Melayu — Malay
- Filipino / Tagalog — and major Philippine languages
- English — neutral accent, US and UK conventions
Availability and lead time vary by language and seniority. Japanese and Korean desks take longer to staff than English ones — we will tell you honestly what a realistic ramp looks like before you commit.
05
Quality & workforce management
The machinery behind a team that stays consistent at month nine, not just week one.
Quality assurance
- Scorecards built from your tone and policy, not a generic template
- Regular call, chat and ticket audits per agent
- Calibration sessions with your team so scoring stays aligned
- Root-cause analysis on repeat complaint drivers
- Coaching plans with named owners and review dates
Workforce management
- Volume forecasting by channel, language and interval
- Shift design for your coverage window, including weekends and holidays
- Shrinkage, adherence and occupancy tracking
- Surge and seasonal peak planning
- Weekly operational reporting and monthly business reviews
06
Engagement models
Four ways to work with us. Most clients start with a dedicated pilot team and move the commercial model once the volumes are understood.
| Model | Best for | How it is priced | Control you keep |
|---|---|---|---|
| Dedicated team | Steady volumes, deep product knowledge, brand-sensitive conversations | Monthly fee per full-time equivalent | Agent profiles, scripts, KPIs, named team you can meet |
| Shared / pooled team | Lower or spiky volumes, after-hours cover, start-ups testing a market | Per productive hour or per contact | Process and SLA; agents are shared across a small set of clients |
| Seat leasing & managed staffing | Clients who want to manage the team themselves from abroad | Per seat per month, plus recruitment and payroll administration | Day-to-day management; we handle hiring, HR, facilities and compliance |
| Project-based | Backlog clearance, data projects, seasonal campaigns, migrations | Fixed scope and fee, or per unit of work | Scope, acceptance criteria and deadline |
Pricing depends on language, seniority, coverage hours and volume. We quote in writing after discovery — no rate cards that quietly change at contract stage. Ask for a quote
07
Coverage, SLAs and reporting
We agree targets before launch and publish performance against them. Targets below are the ones clients most often set; yours will be written into the service schedule.
Hours that match your market
Philippine business hours, your business hours, follow-the-sun, or genuine 24/7 with night and weekend shifts. Philippine regular and special non-working holidays are planned around, not surprised by.
What gets measured
- Speed to answer and abandonment rate
- First-contact resolution
- Customer satisfaction and quality score
- Email and ticket backlog age
- Adherence and availability
What you receive
A daily operational snapshot, a weekly performance pack with QA samples and coaching notes, and a monthly business review covering trends, root causes and recommendations.
08
Transition & onboarding
A pilot usually goes live within weeks of signature. Exact timing depends on language, headcount and how ready your documentation is.
Kick-off & knowledge transfer
We collect your policies, macros, escalation rules and edge cases, and write what is missing. Where you have no documentation, we build it as part of onboarding.
Access & security setup
Accounts, permissions, VPN and telephony are provisioned with least-privilege access. Security requirements from your IT team are implemented before training begins.
Recruitment & selection
Sourcing against the agreed profile, with language assessment, aptitude testing and background checks. You can sit in on final interviews if you want to.
Training & nesting
Classroom training on product, systems and tone, then nesting — live contacts with a supervisor at the elbow and 100% review before full release.
Go-live & stabilisation
Daily check-ins for the first two weeks, weekly calibration, and a written stabilisation review at day 30 and day 90.
Let's talk
Tell us what your customers need. We'll tell you exactly how we'd staff it.
Send us a short brief and we will come back within two business days with a proposed team structure, coverage model and indicative pricing - no obligation, no pressure.