Contact centre
Outsourced customer support on a Canadian contract
Support volume grows before the revenue does. This is the stage where the founder is still answering tickets at 9pm and something has to give.
Context
The stage this solves
Somewhere between twenty and eighty customers, support stops being something you fit around the real work. Response times slip, the same five questions arrive daily, and the person answering them is the person who should be building the product or closing the sales.
Hiring a support person is the obvious answer and it is a real commitment: recruiting, salary, benefits, training, and a coverage gap the moment they are sick or on holiday. One person cannot cover a working week, let alone evenings.
Outsourced tier-1 support closes the gap without the hire. We handle the questions that have known answers and everything that follows a defined process. Anything that needs your judgement reaches you, with the context already gathered.
Scope
What is included
- Phone, email, and web chat handled under your brand
- A knowledge base built from how your team already answers
- AI-first capture on routine questions, with a person on anything unusual
- Escalation rules you define, so the right things interrupt you
- Ticket logging into your system or ours
- Monthly reporting on volume, reasons, and resolution
Detail
What we need from you to start
Roughly a day of your time in the first fortnight. We sit with whoever answers support now, write down what they actually say, and turn it into a script and a knowledge base. That document is usually the first time a business sees its own support process written out.
After that, the work is ours. You review the transcript summary monthly and tell us where the answers should change.
Delivery
Canada or Global
Both delivery tiers are available on this service. Which one suits you depends on your sector rather than your call volume: Canada where you are contractually bound to Canadian residency, in a regulated sector, or handling information your customers would care about, and Global where you are not. We will tell you which one your situation calls for rather than defaulting you to the expensive answer.
FAQ
Questions people ask
Do your agents work under our brand?
Yes. Agents answer with your company name, follow your tone, and work from a knowledge base built out of your own material. Callers are not told they have reached a third party unless you want them to be.
What counts as tier 1?
Anything with a known answer or a defined process: account questions, how-to, order status, basic troubleshooting, and triage. Anything needing your judgement, your authority, or product knowledge only you hold is escalated rather than guessed at.
Can you work inside our helpdesk software?
Usually yes. We work in most common ticketing and CRM platforms, or we run the queue in ours and sync the record to you. The integration scope is settled during setup because it is the part that decides the setup fee.
Related
Next step
Find out what this would look like for you
A 20-minute call. We ask what breaks, what it costs you, and who handles it now. If we are not the right fit we will say so.