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We don't sell agents. We design and run customer support systems aligned with your business model, risk profile, and customer expectations.
How we workEvery engagement starts from a custom-built operational model. We don't use generic templates. Instead, we design channel mix, escalation paths, team structure, and QA framework to match your product and risk profile.
Each team is trained on your industry, product, and compliance requirements, so they understand the stakes from day one and speak the language of your customers.
At Simply Contact, AI is an embedded operational capability. We integrate AI where it's proven to reduce effort and improve quality — to handle repetition, assist in real time, and surface insights.
Operational design absorbs volume growth without headcount spiralling and without CSAT dropping. We build the system so scaling is controlled, not chaotic.
We operate in environments where support is part of the product — and where getting it wrong has real consequences.
High-volume airline and travel operations demand voice-first, multilingual support that holds up when seasonal demand doubles overnight.
Fraud queries, onboarding flows, payment disputes — every interaction carries regulatory weight. Our teams are trained on compliance requirements.
For premium brands, tone, empathy, and consistency are part of what customers pay for. We recruit and train specifically for high-end retail.
Claims and disputes are high-stakes, high-emotion conversations. Our teams handle them with the accuracy, empathy, and procedural discipline required.
Patient-facing support where getting the tone or the information wrong is not an option. We operate under HIPAA with teams trained on clinical sensitivity.
Technically fluent support across multi-tier escalation structures helps you achieve faster resolution, lower escalation rates, and support that contributes to retention.
Average CSAT
up from 51% on Ditto engagement
Requests handled per year
voice, chat, email & social
Service uptime SLA
redundant infrastructure across 5 EU centers
Clutch rating
from verified long-term clients
Simply Contact · Poznań delivery floor
Simply Contact · Lviv delivery floor
After hours · PM Yaryna Taran
A year later, the same team is still there delivering even higher quality outputs, virtually no turnover, no complaints, KPIs fantastic.
James Graydon
People Director, HATS Group
From the beginning of our cooperation with Simply Contact, support has definitely improved. We witness faster response time, a significant improvement in customer satisfaction.
Stacey Warder
Head of Support, Ditto Music
“AI call simulation lets agents experience real interactions from day one — practicing, making mistakes, and improving in a completely risk-free environment.”
“A dedicated 24/7 team that adapts perfectly to our workload and scales on demand — without a drop in quality.”
“Faster response times, lower support costs, and a significant improvement in customer satisfaction — all measurable within the first quarter.”
We do our best work with companies where customer support directly affects revenue, retention, and reputation — scaling faster than their current support setup, operating in a regulated environment, or looking for a partner that takes operational ownership.
Run voice-heavy operations in regulated environments where every interaction carries compliance weight.
Scale faster than their current support structure can handle — without quality trade-offs.
Need to replace or stabilize an underperforming provider with minimal disruption.
Comfortable running 100–150 FTE programs as well as large flagship accounts, with the same operational design either way.
Value shared governance and operational transparency across every engagement.
Operate in the UK, Western Europe, or North America with multilingual requirements.
For engagements where support quality touches your revenue, compliance, or brand trust, we commit to SLAs and quality KPIs and can be paid per resolved contact instead of per seat.
You carry less oversight, and more of the delivery risk sits with us. We run this model comfortably at 100–150 FTE, the size most mid-market operations actually need, alongside our larger flagship accounts.
Let's have a 30-minute call. No pitch, no pressure — just an honest conversation about your situation.
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We hire for judgment and train for stakes. Agents learn the industry, the product, and the compliance environment before they handle a single conversation, and stay long enough to know your customers by name. A bachelor’s degree is the standard across our delivery centres, with master’s-level agents on selected accounts.
Team tenure
3.4 years avg. in vertical
Training runway
4–6 weeks before live work
Delivery centres
5 across Europe · 99.99% uptime
Advisory board
Grammarly · FREE NOW · Zalando
Quality isn't a score we report once a month. It's a live operational loop built into how we hire, train, monitor, and improve every day.
Simply Contact
Our quality team documents processes to drive efficiency, analyses results for supervisors and coaches, runs regular feedback sessions, requests targeted training based on what the data shows, and defines a communication style aligned with each client's brand.
We review real interactions daily and give agents immediate, actionable feedback.
We score tone, speech pace, and empathy separately.
Recurring issues trigger targeted team training across the operation.
We track CSAT trends closely and use them to refine coaching and training.
Clients access live AI-powered analytics dashboards at any time.
We hold the highest level of payment card security certification — every interaction involving cardholder data happens inside a controlled, audited environment.
Simply Contact operates inside a certified information security framework that satisfies most enterprise security reviews without additional questionnaires.
Our privacy information management is certified to ISO 27701 — an extension of 27001 built specifically for personal data, fully aligned with GDPR.
We're fully HIPAA compliant — patient-facing interactions and health-related data are handled to the strictest US federal standards.
By choosing Simply Contact, you get a partner that takes operational ownership and stays accountable for results. Let's evaluate your current setup and show you what structured, performance-led outsourcing looks like.
