Customer Support
Outsourcing
Customer care, back-office processing and AI in support work as one operation. Our outsourced customer support services run from delivery centers across Europe and serve customers worldwide, 24/7.
Trusted by global leaders
Simply Contact by the numbers
founded
Under same leadership since day one
agents
Across 7 delivery centers
requests a year
Handled across phone, chat and email
languages
With native and B2 & C1 human agents
One partner for the whole support operation
Front office
- Customer care by phone, email, live chat, social media and messaging apps
- Technical support, tier 1 and tier 2
- Outsourcing email support with response-time SLAs
- Help desk with ticketing, routing and escalation
- Complaints handling and customer relations
- Multilingual hubs for several markets from one team
- Support for vulnerable customers and sensitive cases
- Emergency call answering
Back office
- Refunds, compensation and claims processing
- Billing and payment enquiries
- Account verification, KYC and document checks
- Order processing and data entry
- Trust and safety, content moderation
- Fraud checks built into QA routines
AI in customer support
- AI agents and chatbots for routine requests, with handoff to a live agent
- Voice bot for common calls and out-of-hours lines
- AI translation for chat and email
- Agent copilot and knowledge assistant
- AI-powered quality assurance
- RPA for repetitive back-office tasks
Customer service across every channel
Online customer service outsourcing covers the channels where your customers already are: live chat, email, social media, messaging apps and in-app support, with outsourced phone customer service alongside them. Our outsourced customer service solutions keep one customer history across all of them, so customers rarely have to repeat themselves after switching channels. Native or near-native agents handle voice, while English-speaking agents supported by AI translation cover written channels in more languages. If you want to outsource customer service one channel at a time, start with the one that hurts most and add the rest later. See how our customer experience outsourcing works across channels.
Delivered from Europe, serving customers worldwide
Our outsourced customer services are delivered from Central and Eastern Europe to customers in the UK, EU, North America and beyond.
7 delivery countries
Poland, Czechia, Slovakia, Romania, Bulgaria, Moldova, Ukraine
EU legal entities
In Poland and Bulgaria
Time zones
Close to UK and EU business hours, with shift cover for 24/7
Graduate-level agents
A bachelor's degree is our standard
Why clients choose us, and why they stay
We don't sell standardized teams or plug-and-play staffing. Our customer support outsourcing solutions are built around your product, your risk profile and your customer journeys, which is why clients who join for one channel usually end up handing us more.
Lasting partnerships
12 years with Yves Rocher, 6 years with Wizz Air.
You keep control
We work in your CRM and follow your scripts, knowledge base and escalation rules. If something's missing, we can build and implement it for you: full flexibility to adapt the setup as you grow.
Transparent live reporting
Hourly, daily, weekly and monthly reports, available in real time.
Start small
You can outsource customer service one channel, language or queue at a time, then expand.
Industry experts
15-year aviation manager for an airline account. A team of musicians for music platform support. Your customers get agents who know their world.
Certified security
PCI DSS, ISO 27001 and ISO 27701 certified. GDPR and HIPAA compliant.
Tested continuity
99.99% uptime, backed by a business continuity plan tested in live conditions.
A customer support agency built around operations
Many customer service outsourcers sell seats. We work as a customer support agency that designs the operation first: workflows, escalation paths, QA scorecards and reporting, then staffs it with an outsourced customer support team trained on your product. As a customer service outsourcing company, we run recruitment, training design, IT support and QA end to end, so you manage outcomes rather than agents. We are comfortable running mid-market engagements, not just large-scale deals, and we can be paid per resolved contact rather than pure headcount.
Native speakers blended with AI translation
30+ languages with people
- Native and B2 & C1 speakers for voice and sensitive conversations
- English, Spanish, German, French, Italian, Dutch, Polish, Czech, Romanian, Hungarian, Bulgarian, Turkish and more
- Language-specific QA for every line
120+ languages with Simply AI translation
- Agents reply in the customer's language on chat and email
- Translation operates inside your CRM, with no tab switching
- Glossaries for product and industry terms
- Adds new markets and rare languages to your existing lines
- Tone-of-voice settings so translated replies match your brand's register
Choose your engagement model
Dedicated agents
- A dedicated customer support team working only on your product
- Priced per FTE per month
- Your own team leads, QA and trainers
- Custom workflows and scripts
- Forecasting and capacity buffers for peaks
Best for complex, regulated or voice-heavy support
Shared agents
- Agents from a trained pool covering several clients
- Priced per ticket or by volume tier
- Start from 0.5 FTE
- Predictable monthly spend
- Volume flex within the package
Best for smaller volumes, after-hours cover or a first outsourcing project
Outcome-based
- You pay per resolved contact or case
- SLAs and quality KPIs agreed before launch
- We carry the staffing risk
- Pricing tied to results, not hours
Best when support affects revenue, compliance or brand trust
Grow customer care without bottlenecks
We scale your support to match demand while keeping costs under control. Handle spikes effortlessly, maintain high CSAT, and reduce TCO with outsourced customer care services.
Request a personalized solution
Proven in demanding operations
- Challenge
- Seasonal demand spikes doubled call volumes overnight, causing long wait times and inconsistent service quality across multilingual routes.
- Solution
- Deployed a scalable multilingual team with AI-assisted routing and shift structures aligned to Wizz Air's seasonal demand patterns.
- Result
- 80% of calls answered within 35 seconds year-round, 30% AHT reduction, and 85% agent utilization maintained in all seasons.
- Challenge
- Slow response times, 51% CSAT, and generic agents with no music industry knowledge were eroding artist trust and brand credibility.
- Solution
- Built a specialist support team where 80%+ of agents are working musicians, combined with structured QA workflows and clear response targets.
- Result
- CSAT jumped from 51% to 88%, response rate more than doubled to 8 per hour, and support costs decreased.
- Challenge
- Vulnerable patients needed empathetic, accurate communication around the clock — including nights — with zero tolerance for errors.
- Solution
- Provided a dedicated trained team with 365-day night control coverage, strict quality monitoring, and clinical communication protocols.
- Result
- 94.44% quality score sustained across all operations, seamless handover from day one, virtually zero agent turnover.
AI tested on live traffic
We choose and integrate AI tools from partner platforms and operate them inside your operation. Customer-facing automation goes live after a pilot on real traffic, measured against your baseline.
Voice assistant for a wheelchair rental company
- German line covered out of hours
- Abandonment rate down from 30% to 0%
- 100% of calls resolved within 30 seconds, up from 80%
AI translation for a global animal health company
- 11 languages covered by one English-speaking team
- Live in 5 business days
- New markets added without waiting for native-speaker hires
AI quality assurance for Wizz Air
- QA coverage up from 71% to 100%
- QA for a new language set up in 2 days
- Language controller costs down 24%
Knowledge assistant for Ditto Music
- Around 50% less reliance on supervisors
- CSAT up 8%
- Negative feedback down from 30% to 17%
Outsourced customer experience services, not just answered tickets
Our outsourced customer experience services measure resolution, tone and effort, not just speed to answer. QA scorecards are tuned to your customer journeys, vulnerable or distressed customers are routed to agents trained for empathy, and AI handles agent assist, QA automation and analytics to improve speed and quality rather than to cut headcount. Reporting is live, so you can see where experience slips and what we changed in response. Our customer care outsourcing solutions are measured on those outcomes.
Support built for your industry
FinTech
Payments, account questions and verifications handled by agents trained on security and compliance procedures.
Travel & Airlines
Bookings, changes, refunds and compensation claims in multiple languages, including during disruptions and peak season.
Healthcare
Patient bookings, eligibility checks and enquiries handled with care, day and night.
E-commerce & Retail
Orders, deliveries and returns resolved quickly, with extra capacity for sales peaks.
SaaS
Onboarding, how-to questions and account issues handled by agents who know your product.
Gaming
Player support in their language through launches, updates and live events.
A look inside our daily work
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Getting started in five steps
Discovery
- Volumes, channels, languages and peak patterns
- Your tools, knowledge base and KPIs
Solution design
- Engagement model and team structure
- SLAs, escalation paths and reporting
- Where AI fits and where it doesn’t
Recruitment and training
- Agents selected for your product and market
- Product, brand voice and compliance training
- AI role-play simulations before go-live
Launch
- Shared-agent projects start from 1 week
- Dashboards live from the first day
- Named project manager
Ongoing improvement
- Weekly QA reviews with your team
- Changes to channels, tools and training when data shows a gap
Security & compliance
PCI DSS
Simply Contact is PCI DSS Level 1 certified, covering all card transactions and protecting sensitive customer data.
ISO 27001
ISO 27001 is the international standard for information security management. Certification confirms that our data protection processes are independently audited.
ISO 27701
ISO 27701 extends ISO 27001 to privacy information management (PIMS). Its requirements map to GDPR and cover how personal data is handled.
HIPAA
HIPAA compliance ensures protection of sensitive health data for clients in healthcare, insurance, and healthtech industries.
Get in touch with us today
We'll get back to you within one business day.
Frequently asked questions
Customer service outsourcing is the practice of hiring an external provider to handle your customer contacts across phone, email, chat and social channels. It includes staffing, training, QA and reporting against agreed SLAs.
The main difference between customer support outsourcing and a call center is scope. A call center mainly handles phone calls, measured by call volume and speed. Customer support outsourcing covers all channels — phone, email, chat and social — plus back-office tasks, QA and AI tools, with the partner accountable for resolution and CSAT rather than just for answering calls.
Customer support outsourcing typically costs between €9 and €20 per agent-hour, depending on location, language and scope: about €9–€14 for English, €14–€20 for German, French, Italian or Dutch, and €9–€13 for local languages such as Polish, Romanian or Bulgarian. We also price per ticket or contact, and outcome-based per resolved case.
Shared agents can start from 1 week, an AI translation layer goes live in around 5 business days, and a dedicated team’s timeline depends on headcount, languages and training depth. We agree dates during discovery.
Key benefits of customer care outsourcing are 24/7 cover without building night shifts in-house, more languages without hiring in every market, flexible capacity for peaks, lower total cost of support, and a team that can focus on product and growth instead of staffing support.
We take every project through the same five stages: discovery, solution design, recruitment and training, launch, ongoing improvement.
To choose the right partner for client support outsourcing, look for: case studies in your industry, security certifications (PCI DSS, ISO 27001), reporting you can access directly, clear escalation rules, pricing that matches your volumes, a pilot before full commitment.
Yes, Simply Contact works with small businesses. Projects can start from 0.5 FTE on a shared-agent model and grow to hundreds of FTEs as volumes grow.
Yes, Simply Contact provides shift-based teams across time zones, voice bots and AI agents for out-of-hours routine requests, and live escalation for urgent cases.
30+ languages with human agents and 120+ with Simply AI translation on chat and email, native speakers for voice and sensitive cases, and overlapping shifts for round-the-clock cover.
Let's design your support operation
Tell us about your support challenges and we'll put together a tailored proposal within 48 hours.
Request a proposal