Tensae Wubeshet
Voice Support Agent
2:42Customer ServiceCustomer support,
Customer support,
never unattended.
Dedicated agents answering by voice, chat and email inside your helpdesk — trained on your product, working your macros, and QA-scored on every contact.
- Agents work in your helpdesk, so the audit trail never leaves your systems.
- Product training finishes before the first ticket, not on your customers.
- Every interaction scored against criteria you agree, by a named supervisor.
<60sAvg. first response, chat
24/7Coverage, any timezone
95%+CSAT target per agent
100%Interactions QA-reviewed
One named pod, not a shift pool
You approve every agent before they answer a single customer, and a named supervisor owns the account.
VoiceAnswered as your team
Live chatUnder 60s to first reply
Email & ticketsClosed, not just queued
Every channel
One queue discipline, three ways in.
Agents flex across channels during quiet hours, so you are never paying for idle seats. Take one channel or all three.
Voice support
Agents pick up as your team, not as a call centre. Call notes land straight in your CRM while the caller is still on the line.
- Your greeting, your escalation thresholds
- Notes and dispositions logged as they go
- Warm transfer to your staff when it needs one
Live chat
Agents pick up where the bot gives up. Concurrent chats handled without the canned-reply feel, inside the widget you already run.
- Under 60 seconds to first response, on average
- Several chats at once without copy-paste answers
- Handover notes when a chat becomes a ticket
Email & ticketing
Full queue ownership, not queue watching. Tickets triaged, tagged, answered and closed against your SLA rather than left to age.
- Your macros and tags, your ticket hygiene
- Backlogs worked down, not just held steady
- Daily report on what moved and what stalled
Coverage
A rota, not a longer day.
Extended hours means two or more seats sharing it. True 24/7 means a pod across timezones — which is how nights and weekends get covered without overtime.
00:00 – 08:00
APAC shift
Voice, chat and email covered while your own office is dark.
08:00 – 16:00
EMEA shift
The busiest stretch for most queues, staffed to the volume you actually see.
16:00 – 24:00
Americas shift
Evenings and weekend cover without paying anyone overtime.
Coverage drives the cost of a customer-experience pod far more than seniority does. A single seat on business hours and a three-to-six seat pod on true 24/7 are very different numbers, and we quote the second one honestly.
Meet the bench
Hear an agent before a customer does.
Clips from our screening interviews — the same recordings that come with a shortlist, so you can judge tone, clarity, and listening before anyone joins your queue.
Quality
Scored against your criteria, not a generic rubric.
Interactions QA-reviewed100%
CSAT target per agent95%+
Avg. first response, chat<60s
Work reportDaily
Quality summaryWeekly
Named supervisorPer account
The rubric is agreed during onboarding and the scoring stays visible to you, rather than averaged into a single number on a dashboard nobody trusts.
Product training is completed before the first ticket, so your customers are not the training set. Where an account needs deeper knowledge we place from a niche track rather than the generalist bench.
Data is handled under independently audited ISO 9001 and ISO 27001 controls, with access scoped per client.
What a seat costs
Two tiers, same controls.
Published, hourly, per seat — the same two rates on every service line. Every seat operates under the same ISO 9001 quality and ISO 27001 security controls. What changes is the experience in the seat and how much direction it needs.
Best value
Pro
from$8/hrFully trained and fit for work from day one. Pro seats clear our core programme and pick up whatever software you run — CRM, helpdesk, ledger, billing, scheduling, or a tool you built in-house.
- Works on any stack
- Core programme certified before placement
- Best rate per seat
- Suited to repeatable, rules-based work
Most judgment
Expert
from$11/hrMore years on the job and a far more rigorous assessment path. Experts arrive already fluent in your kind of operation and need the least direction to get moving.
- Senior experience
- Rigorous assessment path
- Least supervision needed
- Suited to client-facing, high-stakes work
A pod can mix tiers — an Expert lead with Pro seats underneath is the most common shape we place, and the cheapest way to buy senior judgment. Coverage drives the monthly cost far more than seniority does: see the full pricing grid.
Before you ask
The questions that decide it.
Do the agents work in our helpdesk or yours?
Yours — Zendesk, Intercom, GoHighLevel, HubSpot or an in-house tool, using your macros and tags. The audit trail stays in your system, so nothing has to be migrated back if the engagement ends.
How do you cover nights and weekends without overtime?
With a rota rather than a longer day. Extended hours means two or more seats sharing coverage; true 24/7 means a pod of three to six across timezones. That is why coverage drives cost far more than seniority does.
What does “QA-reviewed” actually mean?
Every interaction is scored against criteria you agree, by a person who owns your account. You get a daily work report and a weekly quality summary, and the scoring is visible to you rather than summarised into one number.
Can agents learn a technical product?
Yes, and product training is completed before the first ticket. For accounts that need deeper knowledge we place from a dedicated niche track rather than the generalist bench, and we will tell you on the call which one fits.
From the blog
Browse all guidesReading for whoever owns the queue.
Playbooks on scoping the seat, ramping it, and holding service quality steady — written by the people who source and manage these agents.
Hiring Strategy
The 2026 Guide to Hiring Offshore Talent Without Losing Quality Control
Johnathan M., Aug 6, 2026 · 11 min
ReadHiring Strategy
The Role Scorecard: Define a Remote Hire in One Page
Kalkidan T., Aug 4, 2026 · 7 min
Coming soonCost & ROI
When Offshore Hiring Is the Wrong Call
Minassie B., Jul 30, 2026 · 6 min
Coming soonTeam Management
The First 30 Days: An Onboarding Plan You Can Copy
Yonas B., Jul 25, 2026 · 9 min
Coming soonWatch the queue move before you commit.
You approve every agent before they answer a single customer, and the pilot is small on purpose so you can judge the work rather than the pitch.