Outsourcing
Outsourced customer service
We answer your customers using your tone, your policies and your tools.
The short answer
What you get
What outsourced customer service covers
What is covered depends on the channels, hours and languages we agree on a call before work starts.
Email support
We agree the channels on the call. Where email is covered, we answer in your tone and escalate what needs you.
Live chat
Where live chat is covered, we answer while the customer is on your site, in the hours we agree with you.
Hours of cover
UK office hours are Monday to Friday, 9am to 5.30pm UK time. The team also works across other time zones, so we can cover most time zones.
Playbook
We write down your policies, answers and escalation rules so every reply is consistent.
Quality checks
Quality comes from a written playbook that you approve. We agree how replies are reviewed on the call.
Reporting
We agree what is reported to you, and how often, on the call.
How it works
How outsourcing customer service works
Handover, training, go live and reporting.
Handover
You share your policies, past replies and tools. We build a playbook and you approve it.
Training
The agents learn your products, tone and escalation rules before they see a customer.
Go live
We start with a limited set of enquiries and widen as quality holds.
Reporting
We agree how we report on volume, response and quality, and review the playbook with you as needed.
Pricing
How is outsourced customer service priced?
Pricing depends on scope. Book a 15 minute call or email contact@zemash.com.
What affects the cost
- Channels covered
- Hours of cover
- Volume of enquiries
- Complexity of your products
Channels
Email support outsourcing and live chat support outsourcing
Email support outsourcing suits businesses whose customers can wait a short while for a considered reply. Live chat support outsourcing suits businesses that want questions answered while the customer is on the site. We agree which channels to cover on the call.
Either way, quality depends on a clear playbook, so we write one together.
A dedicated agent can also be a single person who learns your business. If one person is enough, a dedicated virtual assistant from Pro Virtual Assist, a Zemash group company, may suit better.
Related
Related outsourcing services
Back office support
Admin, data entry and order processing taken off your team.
Bookkeeping
The monthly cycle of recording, reconciling and reporting.
Questions
Customer service outsourcing questions
What is outsourced customer service?
It is a provider handling your customer enquiries, following your policies, so your team can focus on other work.
How much does outsourcing customer service cost in the UK?
Pricing depends on scope. Book a 15 minute call or email contact@zemash.com.
How do you protect customer data?
We follow the controls on our security and data protection page. Terms are agreed in writing before work starts.
How do you keep quality high?
Quality depends on a clear playbook, good training and checks that we agree with you.
Can I outsource a single support person rather than a team?
That depends on your enquiry volume and the hours you need covered. Tell us on the call and we will say what fits. UK office hours are Monday to Friday, 9am to 5.30pm UK time. The team also works across other time zones, so Zemash can cover most time zones.
What should I prepare before outsourcing customer service?
Gather your policies, your most common questions with the replies you are happy with, and a list of cases that must come back to you.
Book a call
Book a 15 minute call
Choose a time that suits you. We are available Monday to Friday, 9am to 5.30pm UK time.
- Free and without obligation
- Prefer email? Write to contact@zemash.com
Choose a time
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