Services
Customer service
Your inbound calls, emails and live chats, handled by a team trained on your offer.
A customer who cannot reach you does not leave a message: they go elsewhere. Outsourcing inbound calls starts with no longer losing people to a phone ringing into the void.
We take your calls, emails and chats from Antananarivo and Port Louis, inside your tools, with your scripts and your quality thresholds. Our agents are not spread across ten accounts: they work on yours, they know your products, and they flag what is going wrong instead of filing it away.
First contact resolution stays our main metric. It is the only one that brings costs down and satisfaction up at the same time: fewer callbacks, fewer reopened cases, fewer customers telling their story three times over.
Who this is for
- Tier one calls are swamping you and your internal teams cannot get to anything else
- Your volumes spike at certain times of year and you cannot hire for three months
- You want evening and weekend cover without putting your staff on call
- You serve French and English speaking customers and you are juggling two providers
What we handle
- Inbound calls and overflow
- Customer service and after sales
- Tier one and tier two support
- Phone secretarial work and appointment setting
- Complaint handling
- Email and chat support
How we work
01
We learn your offer
Product training before going live, with your materials and, if you want, your trainers. Nobody takes a call without it.
02
We work in your tools
Your CRM, your ticketing tool, your telephony. No parallel database, no files exported into the wild.
03
We show you what happens
A named supervisor, reporting at the frequency you set, accessible call recordings and regular reviews.
Frequently asked questions
Which channels do you cover?
Inbound voice, email, live chat and web forms. We also handle social channels when customer service runs through them, together with the digital marketing practice.
What hours can you cover?
Our floors run one to two hours ahead of Paris, which covers your mornings, your evenings and weekends without night shifts. Actual hours are set campaign by campaign, based on your volumes.
How long before we go live?
Expect a few weeks from scoping to production: recruitment if the setup calls for it, training, then a short low volume pilot to settle the scripts before ramping up.
Do your agents speak English?
Yes. The Port Louis site is bilingual French and English by construction, Mauritius being a bilingual country. Antananarivo is French speaking, with English speaking profiles on the campaigns that require them.
Our other practices
Let's talk about your volume
Describe your need in three lines. We come back with sizing and a price range, with no commitment.