Customer Support
Outsourcing
Customer care, back-office processing and AI in support, run as one operation. Our teams work from delivery centres 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
- 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
Delivered from Europe, serving customers worldwide
Our teams work from Central and Eastern Europe and serve 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. Every engagement is 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 start with one channel, language or queue, 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
99.969% uptime, backed by a business continuity plan tested in live conditions.
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
200+ languages with Simply AI translation
- Agents reply in the customer's language on chat and email
- Translation runs 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 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 service.
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
- 93.9% 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 run 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%
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.
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.
Simply Contact runs every project through the same five stages: discovery, solution design, recruitment and training, launch, ongoing improvement.
To choose the right outsourcing partner, 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 200+ 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