Customer Service Outsourcing

Get product-trained support teams available 24/7 across all channels. We design tailored support operations for your business, combining AI-driven automation with disciplined processes to maintain service quality, scale efficiently, and keep total support costs under control.

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Award-winning outsourced customer service solutions

Simply Contact
Services
Customer support outsourcing

Delivering business value with performance-driven support

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

We are proud of delivering real impact, not just coverage. With over 12+ years of experience, this is how we’ve turned customer care outsourcing service into measurable value:

70% cost reduction

We help you reduce operational and staffing costs by optimizing staffing and automating routine workflows.
80%+ customer satisfaction (CSAT)

We improve satisfaction by training agents to deliver solutions, not just replies.
10M+ requests handled annually

We build and operate support for businesses of all sizes and industries.
50 agents added per month

We help keep more customers loyal with faster, reliable support that grows with your business.

We are trusted by

Customer service solutions & capabilities

We deliver end‑to‑end customer support 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 customer 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.

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 will access customizable, real-time reporting and smart analytics that help you improve your 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

We offer expert call center support that handles inquiries, engages prospects, and resolves issues in real time, all aligned with your brand standards and SLAs.

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Email support outsourcing

Our recruitment and agent training services help you scale teams through talent sourcing, screening, onboarding, and continuous training.

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Live chat outsourcing

Our team delivers 24/7 live chat support with trained agents on web and mobile platforms, resolving questions quickly and professionally while improving conversion and retention.

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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.

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Fully managed outsourcing customer care

Helpdesk support

Our recruitment and agent training services help you scale teams through talent sourcing, screening, onboarding, and continuous training.

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Startup customer support

Get an end-to-end outsourced customer service call center for startup-focused customer care. We are handling feature guidance, issue resolution, and user onboarding, so you can launch professional support within weeks instead of months.

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Back-office outsourcing

You will access customizable, real-time reporting and smart analytics that help you improve your customer experience and simplify decision-making.

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Technical support outsourcing

Our technical support teams are trained to resolve complex issues quickly, provide software guidance, and keep customer satisfaction levels high.

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 solutions

Automating routine inquiries

Simply Contact applies AI-powered chatbots and virtual assistants to handle common questions instantly. This reduces wait times and allows agents to focus on complex and high-value interactions over chat and messaging channels.

Optimizing ticket management

We use smart AI routing to analyze customer requests and direct them to the most suitable agent or team. As a result, you achieve improved first-contact resolution and response speed, especially during peak demand.

Supporting agents in real time

Our agents rely on AI tools that suggest replies, provide information from the knowledge base, and perform sentiment analysis to deliver accurate and empathetic responses that stay aligned with your brand standards.

Delivering predictive and proactive support

Advanced AI tools assist us with analyzing customer behavior and interaction history to anticipate issues and resolve problems before they impact customer satisfaction and retention.

Providing actionable insights

We enable clients to turn data into decisions with advanced analytics that show not just numbers but trends and dependencies. This allows you to achieve continuous improvement of workflows, service quality, and the overall customer experience.

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:

80% → 100%

of calls resolved within 30 seconds
70%

of calls are handled autonomously with voice bot
30% → 0%

abandonment rate thanks to real-time translation
46%

lower language support budget with response automation system

Customer service solutions across all industries

FinTech

Keep your customers confident and your operations secure. With our support, payment issues, account questions, and verifications are handled quickly and accurately, protecting trust and ensuring compliance.

Travel & Airlines

Maintain smooth operations even during peak periods and disruptions. Our multilingual teams ensure your travelers receive timely assistance, reducing cancellations, complaints, and overall support costs.

Healthcare

Deliver consistent, empathetic service to patients around the clock. Our trained agents handle inquiries and scheduling efficiently, helping you improve satisfaction while staying fully compliant.

E-commerce & Retail

Increase customer loyalty and repeat purchases. Fast resolution of order issues, returns, and delivery questions keeps shoppers happy and confident in your brand.

Information Technology

Prevent small problems from becoming business disruptions. With our expert teams, technical issues are resolved quickly, keeping your product reliable and customers satisfied.

SaaS

Reduce user churn while rolling out new features. Our outsourced customer support services cover user onboarding, quick issue resolution, and consistent guidance, letting your users get full value from your product.

Gaming

Keep players engaged and loyal during launches and peak activity. Rapid, personalized suppt minimizes frustration, increases retention, and strengthens the overall player experience.

Why global leaders choose Simply Contact

Industry expertise

Proven expertise in Aviation & Travel, E-commerce & Retail, FinTech, Mobility & Delivery, IT, Gaming, and Government

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 operational model is designed to efficiently handle peak and off-peak seasons, maintaining quality and cost-efficiency

AI-enhanced support

We integrate AI in every layer of outsourcing customer care service to always stay ahead of the game achieve up to 30% support cost reduction

Security & compliance

Simply Contact is PCI DSS, ISO 27001, ISO 27701 (PIMS) certified and compliant with GDPR and HIPAA to ensure your data is protected from every angle

Innovation focus

Our in-house R&D experts are continuously developing and testing state-of-the-art AI tools so our clients get only what works best

Multilingual coverage

Customer service outsourcing 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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Featured client success stories

Wizz Air, Leading European Airline

Objectives

Provide faster and better support for Wizz Air customers in multiple languages to reduce waiting times and improve service quality, while adjusting to seasonal demand changes.

Results

80% of calls answered within 35 seconds

30% AHT reduction on key lines

85% agent utilization during high and low season

Read the full story

During our joint work since 2020, Simply Contact has proven itself as a reliable and flexible partner that is always ready to support us in solving additional tasks. Simply Contact strives to achieve its goals by constantly looking for creative and innovative ideas and solutions.

Tsvetoplama Stoyanova

Contact Center Manager, Wizz Air, Europe

Ditto Music, Music Distribution Company

Objectives

To scale multilingual artist support without losing quality or authenticity. We built a music-savvy team to deliver faster responses, higher satisfaction, and deeper user trust.

Results

88% CSAT increased from 51%

8 responses per hour that increased from 3.5

80%+ of agents are actual musicians

Read the full story

From the beginning of our cooperation with Simply Contact, support has definitely improved. Now we witness faster response time, support costs have gone down, and there’s also a significant improvement in customer satisfaction. The team is easy to communicate with, and they’re usually quick to make changes. Somehow, they also tend to catch undesirable trends before they become real issues.

Stacey Warder

Head of Support, Ditto Music, the UK

HATS Group, Non-Emergency Patient Transport

Objectives

To support empathetic, accurate communication with vulnerable patients during medical transport bookings and eligibility status checks.

Highlights

6000 calls handled per month

93.9% quality score

Inbound & outbound service

Read the full story

We walked in on day one and it was seamless. A fantastic bunch of people, really up to the role from the get-go. A year later, the same team is still there delivering even higher quality outputs, virtually no turnover, no complaints, KPIs fantastic. We started with a contact centre and have since added night control 365 days a year and additional functions. That growth shows Simply Contact are genuinely trusted partners, not just a supplier.

James Graydon

People Director, HATS Group

Customer service outsourcing process

Discovery & needs assessment

We begin by focusing on understanding your products, services, customer base, and business goals, identifying common customer inquiries, preferred communication channels, and performance expectations. This step sets a clear foundation for the support model.
Customized strategy & workflow design

Our team shapes a customized strategy and workflow design, defining response protocols, escalation procedures, service level agreements (SLAs), and integration with your existing tools (CRM, helpdesk, chat platforms, etc.) 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, creating a seamless extension of your in-house team.
Implementation & integration

During implementation and integration, we enable smooth ticket handling, reporting, and access to real-time analytics, while managing inquiries and continuously optimizing workflows for efficiency.
Monitoring, optimization & reporting

We maintain performance through monitoring, optimization, and reporting, driving continuous process improvement and ensuring support quality evolves with your business needs.

Secure & compliant customer support outsourcing services

PCI DSS

Simply Contact is certified under PCI DSS, which is proof that we follow the standard rules for securely processing credit and debit card payments. It helps protect customer payment data during every transaction.

ISO 27001

This certification confirms that Simply Contact has proper measures in place for managing and protecting sensitive information. It indicates our treatment of data security in our daily work as a priority.

ISO 27701 (PIMS)

We’re certified in ISO 27701, which has a primary focus on privacy. It enables us to handle personal data in a way that fully mirrors GDPR requirements and keeps information protected.

HIPAA

Simply Contact is a HIPAA-compliant. HIPAA is the U.S. law that sets rules for handling personal health information. This is essential for customer support outsourcing companies serving clients in healthcare, insurance, and health tech.

Testimonials

We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.

Ewa Danecka

Head of Customer Experience, Wizz Air

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently Simply Contact’s support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows to accumulate customers queries through multiple channels and ensures security of clients’ data. Simply Contact proved themselves as a reliable partner and we appreciate their input in customer experience development.

Olga Syomkina

Customer Experience Specialist, METRO

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact was professional and reliable. They implement specific key performance indicators that ensured the highest quality of customer service. Innovative and effective motivation schemes implemented by Simply Contact for their own agents helped us to achieve ambitious goals. Yves Rocher recommends Simply Contact as a qualified partner in the field of customer service.

Marina Voloshina

Head of Client Marketing, Yves Rocher

Thanks to Simply Contact’s work, they managed to significantly increase the Net Promoter Score and show incredible performance on our customer retention project. They established an effective workflow through excellent partnership and transparent communication. The team’s performance set them up well for a long-term collaboration.

Corissa Leong

SVP People & Culture, Fareportal

From the beginning of our cooperation with Simply Contact, support has definitely improved. Now we witness faster response time, support costs have gone down, and there’s also a significant improvement in customer satisfaction.
The team is easy to communicate with, and they’re usually quick to make changes. Somehow they also tend to catch undesirable trends before they become real issues.
There’s always something that could be better, but now we’re very happy with the support we’re getting.

Stacey Warder

Head of Support, Ditto Music

Get in touch with us today

FAQ

What are the key benefits of outsourcing customer service?

Key benefits of outsourcing customer service with Simply Contact include:

Lower average handling time: We remove friction from daily workflows. You achieve up to 30% faster resolutions with automation, strong knowledge management, and clear processes.

Faster ramp-up for complex products: Agents reach full productivity sooner thanks to structured onboarding and industry-aligned training.

Stable teams and retained expertise: Low agent attrition of 5% protects brand knowledge and limits retraining costs.

Full performance transparency: You access real-time analytics that replace static reports. This way, you get immediate visibility into CSAT and operational risks.

Strong cost efficiency: Outsourcing reduces customer service costs by up to 70% compared to in-house teams.

Which customer support challenges does Simply Contact help fix?

The main challenge Simply Contact helps solve is keeping customer support efficient and reliable even in case of sudden demand rise. We can quickly scale our teams, adjust shifts, and use the best tools to maintain high service levels without extra staffing or wasting resources.
Our skilled agents manage complex situations while keeping CSAT high. We are focused on resolving issues on the first contact and protecting your brand. In addition, our smart workflow design and careful resource management lower the total cost of ownership.

How does Simply Contact set up a project?

Simply Contact follows a structured approach to customer service outsourcing with clear ownership at every stage:

1. We build a deep understanding of your products, customers, goals, key inquiries, channels, and performance expectations.

2. Our team defines response rules, escalation paths, SLAs, and tool integrations to create a controlled and scalable support model.

3. We assemble and train a dedicated team around your brand, product knowledge, communication standards, and compliance needs.

4. We launch support with smooth ticket handling, real-time analytics, and ongoing workflow optimization.

5. Our team focuses on continuously improving performance and adapting support quality as your business evolves.

How do I choose the right customer service outsourcing provider?

Navigate outsourced customer service companies carefully. 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. 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.

How much does outsourcing with Simply Contact cost?

Simply Contact’s pricing is not fixed—it’s customized per client. It depends on daily request volume, support channel mix (phone, email, chat), languages, coverage hours, and service complexity. We analyze these to set up an efficient team and provide a clear proposal. To get an accurate quote, contact Simply Contact for a personalized cost analysis.

Does Simply Contact work with small businesses?

Yes, Simply Contact definitely offers outsourced customer support for small businesses. You can start with the support coverage you need at the moment and scale as your business grows.

Does Simply Contact provide 24/7 customer support outsourcing?

Yes, Simply Contact provides round-the-clock customer support outsourcing services covering multiple time zones.

How does Simply Contact handle multilingual support across different time zones?

Simply Contact handles multilingual support by providing human agents who speak 30+ languages, including bilingual agents. For clients with rare language needs or who want to achieve maximum cost-efficiency, we integrate AI translation for faster responses. To cover multiple time zones, agents work in shifts, which ensures consistent support around the clock.

How does Simply Contact use AI in customer support?

Simply Contact combines human expertise with AI to deliver fast, efficient, and reliable outsourced customer support. We resolve up to 70% of calls with AI assistance. Our agents follow AI-driven guidance to reduce errors and shorten handling times. We train agents with realistic AI simulations and enhance call handling with smart tools for consistent multilingual support while keeping costs low and response times quick.

Can Simply Contact support businesses of all sizes?

Yes. Simply Contact supports businesses of all sizes, from startups to large enterprises, and is technically equipped to scale operations as the client requires it. We work with global brands like Wizz Air and Deloitte, as well as smaller local businesses.

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