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Our Approach

Over the years, we have tuned our workflows to provide the most efficient customer support, reach our project goals, and continuously innovate for better outcomes.

Mission

Approach: №1

Our mission is to solve complex business challenges by delivering simple yet
effective solutions that provide a consistent and positive customer experience.

Simply Contact
We make sure our clients achieve their growth goals, solve their operational challenges and mitigate risk along the way. That's why we continually invest in technology and ensure comprehensive and thorough training for our staff. Security is our top priority, confirmed by compliance with PCI DSS, ISO, GDPR, and HIPAA standards.

Approach: №2

We are committed to privacy and security

Your customers count on you to protect their data, privacy, or experience. We take that trust seriously. That’s why we go beyond standard protocols with strict compliance and proactive safeguards against fraud and breaches. See how we protect your customers while helping you stay fully compliant.

Core principles of our strategy

Approach: №3

Operational efficiency

Optimized pricing, smart resource allocation, and AI-powered tools enable us to deliver cost-effective solutions without sacrificing quality.

Approach: №4

Solution-based approach

We provide tailored responses, not a fixed set of services, addressing your long-term needs.

Approach: №5

Advanced analytics

Our custom, real-time analytics give our clients immediate access to key insights for data-driven decisions.

Approach: №6

Industry expertise

Depending on the project needs, we assign agents, project managers, or consultants with relevant experience for deep industry alignment.

Approach: №7

Seamless scalability

We can add up to 50 agents monthly, quickly scaling to meet growing demand.

Approach: №8

European talent

We provide seamless global support with Western market alignment backed by 600+ agents across Europe.

We maintain high service standards with extensive training

  1. Agents benefit from:

    • Introductory training sessions

    • Ongoing knowledge refreshers

    • Remote training programs

    • Self-study resources and access to a knowledge base

    • Product, service, and quality-focused training

    • Native English-speaking trainers

  2. Experts support agents by:

    • Designing training programs based on customer-specific materials

    • Delivering soft skills training, including communication, empathy, and objection handling

    • Managing and updating the company’s knowledge base

    • Creating a full range of training materials for our online learning platform

Approach: №9

We keep agent teams motivated and well-organized

  • Team mindset and culture

    • Strong performance ethics
    • Commitment to continuous improvement
    • Clear, inspiring goals
    • Customer-first approach

  • Performance management structure

    • One Team Lead per 15 agents
    • Detailed work plans
    • Centralized knowledge base
    • Transparent bonus systems

  • Operational discipline and accountability

    • Data-driven performance measurement
    • Regular review and evaluation systems
    • Fast-response mechanisms for target deviations
    • Formalized and documented operational processes

We use our R&D capabilities to validate new solutions and methods

Our in-house Research and Development office tests, compares, and evaluates various software and AI tools to ensure optimal performance, seamless integration, and alignment with client needs.

We implement proven solutions directly into client workflows, enhancing operational efficiency. This experimentation phase allows us to identify the most effective tools to tackle each client’s unique challenges.

  • AI chatbots
  • Voice bots
  • Simulation training programs
  • QA platforms
  • Customer feedback analysis
  • AI translators
  • Self-help solutions
  • Knowledge base AI

We allow analytics to literally control and support your future

Our analytics system is focused on three aspects:

  • Approach: №10

    Customer Satisfaction

  • Approach: №11

    Total Cost of Ownership savings

  • Approach: №12

    Efficiency

We use six main metrics
for inbound service:

  • Customer satisfaction index (CSI)
  • Service level (SL)
  • First contact resolution (FCR)
  • Utilization rate (UR)
  • Requests per hour (CPH)
  • Average handling time (AHT)

Approach to reporting and analysis

Our business intelligence model includes hourly, daily, and monthly reporting and making forecasts.

Approach: №13
Approach: №14
Approach: №15

Instant visibility

Team leads and supervisors get immediate access to key insights.

Custom tracking

Monitors metrics like agent performance and customer satisfaction.

Real-time alerts

Surfaces trends early, enabling faster response.

Structured reporting

Replaces scattered CRM data with hourly, daily, and monthly reports.

Approach: №16

We ensure high-quality service

  • Describe quality processes to enhance and improve efficiency and performance

  • Analyze the results of quality checks for supervisors, coaches, and PMs

  • Hold regular feedback sessions to identify areas in which agents may need improvement

  • Request for training sessions based on the analytics

  • Define a style of communication that aligns with the client's brand

How our quality improvement cycle works

Quality
Improvement
Cycle
Regular feedback
01
Review sessions for agents who don’t follow instructions
02
Refresh information
03
Thematic training (internal)
04
CSAT and quality increase
05
CSAT and quality training
06

Our framework for project launch

The launch process involves nine steps. We focus on establishing a seamless project workflow and providing the best possible service to fit client requirements.

  • Start
  • 1week
  • 2week
  • 2-3week
  • 4-5week
Creating an implementation group
Allocating a project manager
Developing a training program
Recruiting & hiring the agents
Training the managers and agents
Holding testing period & agent nesting
Executing standard operations
Creating an implementation group
Developing a training program
Training the managers and agents
Executing standard operations
Allocating a project manager
Recruiting & hiring the agents
Holding testing period & agent nesting

We make sure that your data is safe and protected

  • Approach: №17
    Approach: №18

    Data secured

    Certified for PCI DSS v4.0.1, ISO 27001, and ISO 27701. Compliant with GDPR and HIPAA.

  • Approach: №19

    99,99% continuity

    Uninterruptible services: power supply, data & voice channels, Internet channels duplicated.

  • Approach: №20

    Remote agents model supported

    Secured by two-factor authentication. Traffic between agent and office is encrypted.

We make success happen

Approach: №21

110% increase in sales conversion rate

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Approach: №22

6000 calls handled per day

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Approach: №23

95% customer satisfaction

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