Customer support outsourcing.
We handle your customers’ calls and emails on your behalf, to your procedures and service levels. Coverage is agreed with you, from business hours to 24/7 with a follow-the-sun model across time zones.
What’s included
Phone and email support
First-line support that answers enquiries, resolves what it can and passes the rest to your team with the details already collected.
Agreed coverage
Business hours, extended hours, or 24/7 with a follow-the-sun model across time zones.
Your systems and standards
We work in your helpdesk and follow your procedures and the way you communicate with customers.
Service levels in writing
Response times and quality targets are agreed before we start.
Languages
Bulgarian and English. Other languages can be discussed for your market.
Reporting
Volumes, response times and recurring issues, reported regularly so they reach the people who can resolve them.
How it works
Introductory call
We discuss the work, the volumes, the hours you need covered and the systems you use today.
Written proposal
Scope, service levels and pricing in writing, so both sides know exactly what is agreed.
Pilot
We learn your products and procedures, start with part of the work and extend it once it runs to standard.
Operation and reporting
Regular reports on volumes, quality and any issues that need a decision on your side.
Questions
Something else? Email us.
Which sectors do you work with?
Our founders have run support and operations in IT, telecoms and banking, among other sectors, so that is where we are most at home. We are happy to discuss others.
Can you cover nights and weekends?
Yes. Coverage is agreed with you, up to full 24/7 support.
Do you work in our systems?
Yes. We use the helpdesk, phone system and knowledge base you already have.
How do we start?
With an introductory call. We then send a written proposal and, once it is agreed, start with a pilot before taking on full coverage.
Other services
International money transfers
Send money abroad or receive a transfer in cash with Ria, MoneyGram and Western Union, available through EasyPay.
EasyPay services
Bills, local taxes, transfers within Bulgaria, bank transfers, online orders, cards and payouts: the full EasyPay range at one desk.
Company setup in Bulgaria
For international companies: a Bulgarian legal entity and the compliance needed to start operating, set up for you.
Back office and operations
Back-office processing, customer onboarding and agent networks for fintechs and international companies operating in Bulgaria.
Looking for an operating partner in Bulgaria?
Whether it is outsourcing or a franchise partnership, tell us what you have in mind. We will start with a few questions and then send a clear proposal.