Every agent is trained on your brand before they handle live contacts. We monitor tone, accuracy, empathy, and resolution quality continuously — not once a month in a spreadsheet.
Quality you can measure
Outsourcing should not mean lower standards. We built our operation around measurable quality — structured onboarding, native speakers, continuous QA, and reporting you can audit.
✓
27 seconds
Average live chat response time
Under 3%
Annual agent turnover
Quality in numbers
0 seconds
Average live chat response time
0 minutes
Average social media response time
Under 0%
Annual agent turnover
Your real-time dashboard
You log in to your client dashboard and see the same data our team uses — contact volume, response times, CSAT scores, and QA data, updated continuously. Nothing is hidden.
That visibility is your operational baseline: it tells you what is happening now, across channels and languages, at any hour of the day.
Quarterly CX Intelligence Report
Real-time dashboards tell you what is happening now. The CX Intelligence Report tells you what your data has been telling you over the past three months — and what it means.
Every quarter, qualifying clients receive a CX Intelligence Report produced from their ticket data. It goes beyond metrics. It identifies patterns in contact volume, surfaces CSAT trends that a monthly snapshot misses, analyses escalation signals, and — most usefully — produces specific, actionable improvement recommendations based on what the data shows.
Quarterly CX Intelligence Report — what it contains
01
Ticket trend analysis
Volume patterns by channel, contact type, and time of day — identifying where demand is shifting and why.
02
CSAT pattern analysis
Customer satisfaction trends over the quarter, broken down by language, channel, and agent team — revealing where quality is strongest and where it needs attention.
03
Escalation signal analysis
Which contact types are escalating most frequently, and what the escalation patterns suggest about your product, your procedures, or your knowledge base.
04
Improvement recommendations
Specific, actionable recommendations based on the quarter's data — changes to procedures, knowledge base updates, or process improvements that would reduce contact volume or improve resolution quality.
The CX Intelligence Report is included at no additional cost for clients above a qualifying contract tier. It is produced quarterly and delivered to your account manager with a briefing call to walk through the findings and recommendations.
Most customer service providers tell you your CSAT score. We tell you what is driving it — and what to do about it.
Service level agreements — what we commit to and how we report on it
We offer service level agreements as an optional add-on — a documented set of commitments covering the standards we hold ourselves to and the reporting you use to verify we are meeting them. SLAs are not a formality. They are the mechanism by which we are accountable for outcomes rather than just activity.
SLA covers
| Area | What is agreed and how it is measured |
|---|---|
| First response time | Agreed per channel — email, live chat, telephone, social media, and WhatsApp. Measured continuously, reported in your real-time dashboard and monthly report. Your specific thresholds are agreed during onboarding based on your channels and your customers' expectations. |
| Resolution time | Agreed for standard contact types — order queries, returns, refunds, complaints. More complex contact types have separate escalation timeframes. Measured at the contact level and reported monthly. |
| Escalation timeframes | For contacts that require escalation to your team — agreed response time from escalation to acknowledgement by your second-line team. For technical support engagements, critical escalations have separate out-of-hours protocols. |
| Quality threshold | Minimum QA score threshold agreed per client. If average scores fall below threshold in any reporting period, we flag it proactively and implement a remediation plan before the next reporting cycle. |
| Availability | For clients with 24/7 coverage — agreed availability targets and what constitutes a reportable incident. Measured and reported monthly. |
What happens when an SLA is missed
If an agreed SLA is missed in any reporting period, you see it in your client portal in real time — you do not have to wait for the monthly report. You can also receive notifications when configured thresholds are reached. For clients whose service agreements include SLA penalty clauses, credits are applied to the following invoice automatically — without requiring a formal dispute process. Where a breach is significant and persistent, we escalate remediation with you accordingly.
We have never had a client leave because of an SLA breach that was handled transparently. The breaches that damage client relationships are the ones that are hidden or minimised. We do neither.
Agent quality and operating standards
Our KSF certification reflects externally audited customer service standards. Those standards are how we run the same operation for every client — regardless of channel or language.
QA scores are calculated natively within our platform — not in a separate tool. Every interaction is scored in real time, and the data is visible in your client dashboard immediately.
Who is behind those standards? Read about us.