Outsourcing questions, answered.

Sales enquiries inside one business day; urgent client issues reach a duty manager within minutes, 24×7.

We don't publish a fixed minimum, because a three-seat business-hours desk and a 24×7 multi-site pod are not the same commitment. Term, notice period and any ramp obligation are written into the scope document you get after a scoping call — before anything is signed. Ask for those three terms in writing and read them alongside the SLA. Start a quote and the scope comes back with them in it.

Three models. Per-seat bills agreed agent capacity dedicated to your account. Per-hour bills the hours actually worked, which suits spiky or part-time coverage. Per-outcome bills a countable unit — a resolved ticket, a completed survey, a saved renewal — and only fits work with a clean result. The pricing page sets out what moves the number in each model. There is no rate card on this site because coverage hours, language mix, SLA tightness, channel count and compliance requirements all change it.

Yes, and we would rather you did. A pilot is scoped exactly like a full desk — same written scope, same SLA targets, same daily reporting — just smaller and shorter, so the numbers it produces are the numbers you would get at full size. Length, seat count and what counts as a pass are agreed up front rather than argued afterwards. Put your volumes on the quote form and we will scope the pilot and the full desk together.

A trained agent working your scripts on your account for agreed hours, plus the wrapper around them: onboarding on your SOPs, QA scoring against a rubric you approve, coaching, workforce scheduling and the daily report. Team-lead cover, QA frequency and reporting cadence vary by plan — the capability matrix sets out which plan carries what. Licences on your own CRM and telephony are normally yours, since most desks run inside your existing Zendesk, Freshdesk, Salesforce, HubSpot, Intercom or Genesys tenant. The scope names which side pays for what.

Yes — after a scoping call we'll connect you with a current client in a similar industry.

One scoping call, then a written scope, an SLA and a proposed start date back inside 48 hours. The date itself depends on what we size on that call: seat count, how much of your SOP already exists, and how quickly we get access to your CRM and telephony. Language mix and any background-verification requirement add time. We commit to a date in the scope rather than to a generic ramp promise — the services page covers what actually gets stood up.

You own them. We onboard on your scripts, tone guide, symptom guide and escalation matrix as they stand, and where there is a gap we draft the missing flow and send it back for approval — nothing goes live on a script you have not signed off. After that the knowledge base is maintained as part of the work: fixes found on live calls are written back so the next call is faster, and the macros on email and chat are kept matched to what the phone desk says.

Through a tiered matrix you approve. Anything out of scope escalates with full context attached — no cold handoffs. On the helpdesk line an escalation carries repro steps, environment and call notes, so your engineer is not re-interviewing the customer from scratch. Email and chat escalate through the same matrix as voice, so the customer gets one answer whichever channel they used.

You see it the same day rather than at month-end: answer speed, AHT, abandonment and CSAT are in the daily report, so a miss surfaces while it is still fixable. What follows is a root-cause note and a written remediation plan in the next review cycle. Any commercial remedy — credits, step-downs, exit rights — is whatever your signed SOW says. We do not publish a standard credit schedule, so make the remedy explicit in writing during scoping instead of assuming one.

Three standard shapes: 10×5 business hours on IST, 16×7 extended hours across IST and GST, and 24×7 round-the-clock. Coverage is the single largest thing you choose — a 24×7 queue needs roughly three shifts plus relief cover, which is why it prices differently from business hours. The inbound desk and the outbound campaigns can run on different windows. Pick the shape on the quote form and it flows straight into the scope.

Yes — a mutual NDA, typically within 24 hours of asking.

ISO 27001-aligned controls, role-based access, and encrypted data handling; compliance pack on request.

On a client desk we act as a processor: we handle personal data on your instructions, for the purpose written into the SOW, and for nothing else. India's DPDP Act, GDPR, PCI-DSS handling and ISO 27001 are all flaggable on the compliance step of the quote form, and what you flag there drives the data-processing terms that sit alongside the contract — purpose limitation, retention windows, breach notification, sub-processor disclosure and deletion on exit. Our controls are ISO 27001-aligned; we do not claim a certificate we do not hold. Our privacy policy covers data you submit through this website, which is a separate matter from client call data.

Call recording and monitoring is a standard option, and QA depends on it — a daily call sample per agent scored against your rubric, with live barge available. Retention is your decision, not ours: the window, the storage location and who may replay a recording are written into the contract, and we delete on that schedule. The 24-month retention stated in our privacy policy applies to enquiries submitted through this site, not to client call recordings. If masked capture is needed — card details, for instance — flag it at scoping so the flow is built that way from day one.

India data residency and EU data residency are both selectable on the quote form, and the answer usually depends on your stack more than on ours: most desks run inside your own Zendesk, Freshdesk, Salesforce or Genesys tenant, so tickets, transcripts and recordings sit wherever that tenant sits. Where we hold anything on our side, the region is named in the SOW along with any sub-processors. Get it in writing before signature rather than assuming a default — our security contact will take the question directly.

Ghaziabad NCR, India, plus pan-India remote pods. Every account is staffed across multiple sites.

They onboard on your scripts, tone guide and escalation matrix before the first live contact, then are scored from their first week: a daily call sample per agent against a rubric you approve, a weekly scorecard, and coaching that feeds back into the scripts rather than stopping at a number. QA and your lead calibrate on the same calls monthly, so the rubric means the same thing on both sides. That loop is the quality and WFM line.

Pods are built with cross-trained cover rather than single points of failure, and every account is staffed across more than one site, so an absence is absorbed on the roster instead of showing up in your answer speed. Forecasting and scheduling are part of the service, and schedule adherence is tracked per shift and reported — if cover slips, it appears in the daily numbers rather than in a customer complaint.

The company was incorporated in 2026, so we have no multi-year attrition figure to quote and will not invent one. What we will commit to is structural: your SOPs and knowledge base belong to you and are kept current, so no process lives only in one agent's head; every pod carries cross-trained backups; and a replacement is scored against the same rubric from their first week. If named-agent continuity matters for your account, raise it at scoping so it goes into the SOW.