Human-in-the-loop
customer support, 24/7.
Managed support teams for medium and large companies. Real people answering calls, emails and chat in English and French, with custom automation built around them — not in front of them. German, Spanish and Dutch coming.
Follow-the-sun coverage from two hubs
We run teams in Sri Lanka and Madagascar so your customers get consistent support across time zones without forcing one group of people onto night shifts.
Sri Lanka hub
Day-time coverage for Europe, the Middle East and Asia. English and French agents handle calls, email, chat and social in your brand voice.
Madagascar hub
Evening, night and weekend coverage for Europe and the Americas. The two hubs hand over cleanly so your customers never hit a dead zone.
Languages now, languages next
Live teams in English and French today. German, Spanish and Dutch are in training and roll out as volume justifies dedicated queues.
Teams that scale with your volume
Headcount shouldn't be a project. We make adding or reducing support capacity feel like a dial, not a restructure.
Ramp up for launches and seasonality
We keep a trained bench so you can add agents in days, not quarters. No job ads, no onboarding from scratch, no HR paperwork on your desk.
Scale down without burning bridges
When volume drops, we redeploy agents across accounts instead of handing you redundancy costs. Your team size flexes with real demand.
Named managers stay constant
Even as agent counts shift, your account manager, QA lead and escalation path stay the same. You don't re-explain your business every quarter.
Quality management and QA
We measure the things your customers actually feel: speed, tone, accuracy and whether the problem stayed solved. Every scorecard is written with you before the first agent answers a ticket — because your definition of a good reply is what matters. We sample tickets and calls daily, score them against that scorecard, and feed results back to agents within 24 hours. We report weekly, coach daily, and run cross-hub calibration sessions so a "good" answer in Sri Lanka is the same as a "good" answer in Madagascar.
Calibrated quality checks
Random ticket and call sampling against a scorecard we write with you. Tone, accuracy, resolution and empathy are scored, not just ticked.
Weekly reporting pack
Volume, first-response time, resolution time, CSAT and backlog trends. You get the headline numbers plus the exceptions that need your attention.
Continuous coaching
Low scores trigger same-day coaching. High scores become team examples. We run weekly calibration sessions between hubs so quality stays consistent.
Live monitoring and escalation review
Supervisors listen in on live interactions, review escalations within the shift, and run weekly QA calls with your account lead. Issues are caught before they reach your inbox.
Exact metrics and reporting cadence are configured per contract — these are the standard pillars we start from.
Integrate with the tools you already use
Our agents work inside your stack, not a separate portal. If your customers live in it, we learn it.
If your stack isn't listed here, we learn it.
Automation built around your human team
We automate the repetitive parts so your agents have more time for the parts that need judgment. Nothing ships to a customer without a person checking it.
Triage and routing
Incoming requests are sorted by intent, urgency and language before a human reads them. Agents spend time solving, not queue-hopping.
Macro and reply drafting
We build approved response templates and draft replies that agents review, edit and send. Nothing goes to a customer unchecked.
Ticket deflection
Self-service flows for common questions are designed with your knowledge base. Deflection only happens when the answer is genuinely straightforward.
Workflow automation
Escalations, refunds, returns, order lookups and CRM updates are scripted to cut repetition. Agents supervise exceptions and complex cases.
Automation scope pending confirmation — we'll scope exactly what we build versus what you already have in place.
Reporting and SLAs
We agree targets upfront, report against them weekly and flag exceptions before they become surprises. Below are typical commitment areas — the exact numbers are written into your service agreement.
First response
Email within a target window by channel and priority. Chat and social answered in minutes, not hours.
Resolution targets
Prioritised SLAs for one-touch, next-business-day and complex cases. Missed targets are escalated within Beacon automatically.
Customer satisfaction
CSAT and NPS measured and reported weekly. We review unhappy scores with you in a standing call.
Backlog and capacity
Open queue, agent utilisation and shrinkage tracked daily. You see capacity pressure before it becomes a service miss.
SLA commitments pending confirmation — we'll finalise actual thresholds, measurement methods and escalation paths with you.
Security and data handling
Your customers' data passes through trained people on managed equipment. We treat access, confidentiality and incident response as seriously as you do.
Read our security overview- Access limited to the tools you grant, on managed equipment.
- All agents sign confidentiality agreements and complete data-handling training.
- Two hubs with redundant power, internet and supervisory cover.
- GDPR-aligned processes and documented incident response.
Pricing scales with your team
Every customer-support engagement is scoped to channel mix, hours and languages. Most teams start around €1,500/month and scale from there. No recruitment fees, no long lock-in.
Consider it handled.
Tell us about your support volume, channels and hours. We'll scope a team and a coverage model that fits.