How it works

We use a “follow-the-sun” model with agents working during their local daytime hours across multiple time zones. Our agents in Indonesia, Kenya, and Jamaica work normal business hours in their respective locations, providing natural 24/7 coverage without anyone working overnight shifts. This approach is based on extensive research showing that overnight shifts significantly compromise service quality. Studies demonstrate 11-33% slower response times and 15-25% higher error rates during night shifts, along with 83% of permanent night shift workers experiencing sleep disorders. By keeping all our agents on daytime schedules, we ensure they’re alert, well-rested, and performing at their best when serving your customers. This results in higher quality interactions, better problem-solving abilities, and more consistent service delivery compared to traditional offshore overnight operations.

We transform your existing knowledge base into structured, actionable playbooks that we use to train our agents while creating valuable assets you own and can use internally. Our process takes your documentation, FAQs, and institutional knowledge and reorganizes it into clear, step-by-step playbooks. These become the foundation for training our agents on your specific products, processes, and brand voice. The key advantage is ownership - you retain full rights to these refined playbooks. Many clients find our structured playbooks more useful than their original documentation for training internal teams or standardizing processes. This approach also avoids a common outsourcing challenge where documentation becomes fragmented or inaccessible. Instead, you gain improved, centralized resources that support both outsourced and internal teams.

We use a simple per-agent monthly fee with no setup costs or hidden charges. You pay one clear price per agent per month based on their location and hours - that’s it. This eliminates the pricing complexity common in outsourcing where vendors add charges for implementation, training, system access, or management overhead after the initial quote. Our pricing includes everything needed to deliver the service. You know exactly what you’ll pay each month, making budgeting predictable and avoiding surprise costs that appear with other providers.

We maintain a pre-vetted talent pool for standard support roles, allowing us to match agents and begin client-specific training within days, not weeks. In many cases, trained agents can be live and handling tickets within 5 business days of contract signing For standard support roles, we can match qualified agents immediately and begin training on your specific processes. You can have trained agents handling your customers within 5 days of contract signing. This rapid deployment stems from our proactive recruitment approach - we continuously build our talent pipeline rather than starting the search after you sign.

We hire agents for 44 hours per week, delivering 40 productive hours of customer-facing work. The additional 4 hours are dedicated to training, coaching, and skill development to maintain service quality. This structure ensures agents are continuously improving while maximizing billable productivity. Unlike competitors who may count training time as productive hours, we’re transparent about actual customer service delivery time. The dedicated training hours keep agents updated on your processes, products, and industry best practices without reducing the time spent serving your customers.