Outsourced support, explained clearly

Because a price per seat doesn't describe what you're buying. A simple order-status queue in business hours and a regulated technical line staffed overnight in three languages can differ by more than three times per contact — quoting one rate for both means somebody is being overcharged to subsidise somebody else. The estimator on our pricing page runs the same model our team does and will give you a range in about a minute. A firm number comes in a written proposal after we've looked at your actual volumes.

It's an honest range built from the inputs you give it, and it's usually close for straightforward programmes. It will be least accurate if your contact mix is unusual, your handling times are far from typical, or you need heavy product training before an advisor is useful. It is explicitly not a quote — nothing about it binds either of us.

Only if you want them to. Advisors work in your systems, use your brand's name and tone, and are assigned to your programme rather than rotating across accounts. We'll tell you honestly that customers usually notice when a team is shared across many clients — which is exactly why ours aren't.

We act as a processor under a written data processing agreement. Advisors get least-privilege access to your systems, access is logged, and card data is kept out of our environment by design. Sub-processors are disclosed to you before they're engaged, never after. You can audit us, and clients on regulated programmes routinely do.

For a straightforward programme, typically four to six weeks from signed proposal to live contacts — most of which is recruitment, screening and product training rather than paperwork. Overflow-only cover can start faster. Anyone promising you a live team in a week is either using people who already had nothing to do, or skipping the training.

Ramping in both directions is written into the contract rather than renegotiated each time. Seasonal businesses tell us their peak months up front and we plan recruitment against them. Unplanned spikes are covered by a documented surge plan — and we'd rather agree what that plan is before the day you need it.

Usually not. Most of our work sits alongside an in-house team — taking after-hours and overflow, or owning a channel the internal team never had time for. If the honest answer is that you need a fix in your product rather than more people answering the phone, we'll say so; it's a shorter engagement for us and a better outcome for you.