Coverage across your hours, without hiring across your hours

Agents work under your brand, your tone, and your scripts. We will not have them claim to be sitting in your office if asked directly. For voice specifically, we will be honest with you about accent and fluency fit for your market rather than promising something that will not land.

Typically two to four weeks to competence on a straightforward product, longer for technical ones. Expect lower resolution rates in month one. Anyone promising day one productivity is describing script reading, not support.

Yes, and this is one of the clearest advantages of an offshore team. Your gap hours are often their normal hours, so coverage costs no premium.

Repetitive questions answerable from documentation, ticket triage and routing, and drafting suggested responses for agent review. Anything involving a judgment call, an exception, or an upset customer goes to a person.

Yes, in your instance under your access controls.

Resolution rate, first response and resolution time, CSAT, and escalation rate. Quality scoring against your rubric, sampled continuously rather than reviewed at quarter end.