Customer Service
Outsourcing
Get product-trained support teams available 24/7 across all channels. We design tailored support operations combining AI-driven automation with disciplined processes to maintain service quality, scale efficiently, and keep total support costs under control.
Performance-driven support that creates real impact
Average handling time as low as it gets
We value your customers' time. That's why we focus on lowering AHT by removing everything that slows agents down. Automation, strong knowledge management, and disciplined workflows enable up to 30% AHT reduction for our clients.
Faster ramp-up for complex products
Our agents reach full productivity significantly faster than traditional BPO models thanks to industry-aligned training and structured onboarding.
Stable teams that protect brand knowledge
Low agent attrition of only 5% preserves product expertise and customer context, reducing repeat contacts and retraining costs.
Real performance transparency
Our custom, real-time analytics replace static monthly reports, so you get immediate insight into drivers of CSAT, cost, and operational risk.
Support in numbers
With over 12+ years of experience, this is how we've turned customer care outsourcing into measurable value.
Cost reduction
Optimizing staffing and automating routine workflows
Customer satisfaction (CSAT)
Training agents to deliver solutions, not just replies
Requests handled annually
Voice, chat, email & social across all industries
Agents added per month
Scalable support that grows with your business
Trusted by global leaders
Customer service solutions & capabilities
End-to-end solutions built to improve satisfaction, drive efficiency, and help you scale with results.
Multilingual customer support
We offer multilingual customer support speaking your customers’ language — delivering 24/7 service in over 30 languages across phone, email, live chat, and social media.
Recruitment & agent training
Our recruitment and agent training services help you scale teams through talent sourcing, screening, onboarding, and continuous training aligned to your product and industry.
AI-powered customer support
We provide AI-powered customer support to optimize operations with automation that handles routine tickets and state-of-the-art AI solutions for customer service.
Analytics & performance insights
You get customizable, real-time reporting and smart analytics that help you improve customer experience and simplify decision-making.
Quality assurance & monitoring
We deliver quality assurance and monitoring to enhance reliability through continuous performance tracking, SLA adherence, and optimization to maintain exceptional support standards.
Omnichannel customer services
Call center outsourcing
Expert call center support that handles inquiries, engages prospects, and resolves issues in real time — aligned with your brand standards and SLAs.
Learn more →Email support outsourcing
Structured email support with defined SLAs, quality checks, and performance tracking that ensure every reply is on-brand and resolves the issue on first contact.
Learn more →Live chat outsourcing
24/7 live chat support with trained agents on web and mobile platforms, resolving questions quickly and professionally while improving conversion and retention.
Learn more →Social media support outsourcing
You will access customizable, real-time reporting and smart analytics that help you improve your customer experience and simplify decision-making.
Learn more →
Fully managed outsourcing customer care
Helpdesk support
Fully managed helpdesk operations with structured ticketing, escalation workflows, and real-time performance visibility across all support channels.
Learn more →Startup customer support
End-to-end outsourced customer service for startups — feature guidance, issue resolution, and user onboarding so you can launch professional support within weeks.
Learn more →Back-office outsourcing
Data entry, document processing, compliance checks, and administrative workflows handled by trained teams — freeing your core team to focus on growth.
Learn more →Technical support outsourcing
Technical support teams trained to resolve complex issues quickly, provide software guidance, and keep customer satisfaction high across all technical touchpoints.
Learn more →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 service.
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How Simply Contact enhances customer service with AI
Automating routine inquiries
AI-powered chatbots and virtual assistants handle common questions instantly, reducing wait times and allowing agents to focus on complex, high-value interactions.
Optimizing ticket management
Smart AI routing analyzes customer requests and directs them to the most suitable agent or team — improving first-contact resolution and response speed during peak demand.
Supporting agents in real time
AI tools suggest replies, pull from the knowledge base, and perform sentiment analysis so agents deliver accurate, empathetic responses aligned with your brand.
Delivering predictive support
Advanced AI analyzes customer behavior and interaction history to anticipate issues and resolve problems before they impact satisfaction and retention.
Providing actionable insights
Turn data into decisions with advanced analytics that show not just numbers but trends and dependencies — driving continuous improvement across workflows and service quality.
AI automation success you can measure
Reliable outsourced customer service makes support stronger. AI makes it unbreakable. Clients trust us to combine human expertise with intelligent automation for unbeatable results. We achieved:
of calls resolved within 30 seconds
of calls handled autonomously with voice bot
abandonment rate with real-time translation
lower language support budget with response automation
Listen to AI Voice Support
in Action
Short recordings from live deployments — voice-AI handling real customer interactions across industries.
Customer Support
Hear the AI walk a caller through account verification, refund eligibility, and resolution — branded tone, natural pacing.
Technical Support
Diagnostics, step-by-step guidance, and confident hand-off to a human agent when the issue requires it.
eCommerce Support
Order tracking, returns processing, and product recommendations delivered through a calm, on-brand voice.
Customer service solutions across all industries
FinTech
Payment issues, account questions, and verifications handled quickly and accurately — protecting trust and ensuring compliance.
Travel & Airlines
Multilingual teams ensure travelers receive timely assistance during peak periods and disruptions, reducing cancellations and complaints.
Healthcare
Consistent, empathetic service to patients around the clock — handling inquiries and scheduling efficiently while staying fully compliant.
E-commerce & Retail
Fast resolution of order issues, returns, and delivery questions keeps shoppers happy and confident in your brand.
Information Technology
Technical issues resolved quickly, keeping your product reliable and customers satisfied — preventing small problems from becoming disruptions.
SaaS
User onboarding, quick issue resolution, and consistent guidance — reducing churn and letting users get full value from your product.
Gaming
Rapid, personalized support during launches and peak activity minimizes frustration, increases retention, and strengthens the player experience.
Why global leaders choose Simply Contact
12+ years building and running customer support operations for global brands across aviation, fintech, healthcare, and more. Here's what makes the difference.
Industry expertise
Proven expertise in Aviation & Travel, E-commerce, FinTech, IT, Gaming, and more.
Worldwide reach
Global presence across the UK, Poland, Bulgaria, Romania, Ukraine, and Moldova.
Proven experience
12+ years providing customized customer support outsourcing solutions to industry leaders.
Partnership mindset
We act as a true partner and extension of your team, committed to your goals as if they were our own.
Operational flexibility
Our model efficiently handles peak and off-peak seasons while maintaining quality and cost-efficiency.
AI-enhanced support
We integrate AI in every layer of outsourced customer service — achieving up to 30% support cost reduction.
Security & compliance
PCI DSS, ISO 27001, ISO 27701 certified and compliant with GDPR and HIPAA.
Innovation focus
In-house R&D experts continuously develop and test state-of-the-art AI tools so clients get only what works best.
Multilingual coverage
Customer service in 30+ languages ensures your customers will be heard wherever they are.
Make complex support simple
Combine human empathy with AI-powered tools to resolve tricky cases faster and maintain consistent service quality.
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Results that speak
for themselves.
- 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
- 93.9% quality score sustained across all operations, seamless handover from day one, virtually zero agent turnover.
Customer service outsourcing process
Discovery & needs assessment
We build a deep understanding of your products, services, customer base, and business goals — identifying common inquiries, preferred channels, and performance expectations.
Customized strategy & workflow design
Our team defines response protocols, escalation procedures, SLAs, and integrations with your existing tools (CRM, helpdesk, chat platforms) to ensure consistency and control.
Team recruitment & training
We recruit and train agents dedicated to your brand, covering product knowledge, brand voice, communication standards, and compliance requirements.
Implementation & integration
Smooth ticket handling, reporting, and real-time analytics are enabled from day one, while we continuously optimize workflows for efficiency.
Monitoring, optimization & reporting
We maintain performance through continuous process improvement, ensuring support quality evolves in line with your business needs.
Security & compliance
PCI DSS
Simply Contact is PCI DSS certified, maintaining the highest level of security for all card transactions and protecting clients' sensitive data.
ISO 27001
An internationally recognised standard for managing information security, ensuring robust processes to safeguard sensitive information.
ISO 27701
The international standard for privacy information management (PIMS), with requirements mirroring GDPR compliance and protecting personal data.
HIPAA
HIPAA compliance ensures protection of sensitive health data for clients in healthcare, insurance, and health tech industries.
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Frequently asked questions
Key benefits include up to 30% lower average handling time through automation and strong knowledge management; faster agent ramp-up thanks to structured, industry-aligned onboarding; stable teams with only 5% attrition that protect brand knowledge; real-time analytics dashboards that replace static monthly reports; and up to 70% cost reduction compared to in-house teams.
We help businesses keep support efficient and reliable even during sudden demand spikes — quickly scaling teams, adjusting shifts, and deploying the right tools without wasting resources. Our agents manage complex situations while keeping CSAT high, resolving issues on first contact, and our smart workflow design and resource management lower the total cost of ownership.
We follow a five-stage approach: (1) Discovery — deep understanding of your products, customers, goals, key inquiries, channels, and performance expectations. (2) Strategy & workflow design — response protocols, escalation paths, SLAs, and tool integrations. (3) Team recruitment & training — dedicated agents trained on your brand, product, compliance needs. (4) Implementation & integration — smooth ticket handling, real-time analytics, ongoing optimization. (5) Monitoring & reporting — continuous improvement as your business evolves.
Check their industry expertise and experience with similar businesses. Evaluate agent quality and empathy. Review reporting transparency — you need clear access to performance data. Assess their automation and technology stack. Ensure they commit to your brand, learn your processes, and adopt your tone. A provider like Simply Contact balances technical capabilities with operational integration, acting as a true team extension.
Pricing is not fixed — it is customized per client based on daily request volume, support channel mix (phone, email, chat), languages required, coverage hours, and service complexity. We analyze these factors to propose an efficient team structure and provide a clear, transparent cost breakdown. Contact us for a personalized cost analysis.
Yes. You can start with exactly the support coverage you need right now and scale as your business grows. Simply Contact supports businesses of all sizes, from early-stage startups to global enterprises.
Yes. Simply Contact provides round-the-clock customer support outsourcing services, covering multiple time zones through shift-based agent scheduling and AI-assisted automation for off-peak hours.
We provide human agents who speak 30+ languages, including bilingual agents for the most in-demand languages. For clients with rare language needs or maximum cost-efficiency goals, we integrate AI translation for faster responses. Coverage across time zones is maintained through overlapping agent shifts that ensure consistent support around the clock.
We combine human expertise with AI to deliver fast, efficient, and reliable support. We resolve up to 70% of calls with AI assistance, use AI-driven agent guidance to reduce errors and shorten handling times, train agents with realistic AI simulations, and enhance call handling with smart tools for consistent multilingual support — keeping costs low and response times quick.
Yes. Simply Contact is technically equipped to scale operations as the client requires. We work with global brands like Wizz Air and Deloitte, as well as smaller local businesses, using the same structured operational approach adapted to each client’s scale and complexity.