Frequently asked questions

We provide intelligent, people-first customer service outsourcing solutions. From traditional contact centre support to AI-driven performance tools like QAI, we help brands deliver exceptional customer experiences. 

We work across multiple sectors including telecoms, utilities, retail, finance, and healthcare. Our flexible approach means we tailor our solutions to your industry needs. 

Our operations are based in the UK and South Africa. In the UK, we operate out of Banbury, Oxfordshire, providing native English support with deep local market knowledge. In South Africa, our teams are located in Cape Town, offering high-quality service, cultural alignment with UK markets, and cost-effective scalability. All locations are fully GDPR-compliant and adhere to strict data security protocols. 

Yes, we offer multilingual customer service across a wide range of languages. Our talent acquisition team is skilled at sourcing native and fluent speakers to match your customer base. We build tailored agent profiles based on your needs, including language proficiency, cultural understanding, and industry experience, ensuring every customer interaction feels local, personal, and high quality. 

We take a holistic approach to delivering consistently high-quality service. It starts with how we recruit, we handpick agents based not only on experience, but also cultural fit, communication skills, and alignment with your brand values.

Once onboarded, every agent goes through a structured training programme tailored to your business, including brand immersion, product knowledge, soft skills, and system walkthroughs. Training doesn’t stop after go-live, we offer continuous learning and upskilling to keep our teams sharp and engaged.

Our in-house quality AI platform, QAI, provides real-time performance monitoring, giving managers and agents instant feedback on what’s working and where to improve. This means better accuracy, faster issue resolution, and measurable improvements in customer satisfaction.

Just as importantly, we focus on keeping our people happy. A motivated agent is a better agent, so we invest in strong leadership, clear progression paths, and a supportive work culture. This leads to lower attrition, higher consistency, and a team that genuinely cares about the customer experience.

QAI is our proprietary Quality AI platform that analyses interactions in real-time to monitor agent performance, identify training opportunities, and enhance customer satisfaction. 

QAI provides instant feedback loops, allowing teams to adjust quickly, reduce errors, and consistently meet KPIs. It also highlights top performers and areas needing support. 

Yes, QAI is fully GDPR-compliant. We take data privacy seriously and ensure all AI-powered processes meet the highest data protection standards. 

Absolutely. QAI is built to integrate with most major CRMs, helpdesk platforms, and telephony systems, making onboarding smooth and efficient. 

QAI delivers insights on agent behaviour, customer sentiment, call quality, and resolution effectiveness, enabling smarter decisions and stronger customer outcomes. 

We offer support across phone, email, live chat and SMS, ensuring an omnichannel experience for your customers. 

Yes, we provide around-the-clock support, including weekends and holidays, based on your business needs. 

Yes, we specialise in scalable solutions that flex with your demand, whether it's seasonal peaks, campaign launches, or unexpected surges. 

We offer both, depending on your needs and budget. Dedicated agents provide a brand-immersed experience, while shared models offer flexibility and cost efficiency. 

Depending on the scope, we can go live within a few weeks. We’ll work closely with you to make onboarding fast and frictionless. 

All customer data is encrypted, securely stored, and accessed only by authorized personnel. We follow industry best practices and undergo regular audits. 

Yes, all our operations are fully GDPR-compliant. Protecting your customers' data is a top priority. 

We do. If your services involve payment processing, we offer secure, PCI-compliant solutions to ensure every transaction is protected. 

We use a range of tools including advanced telephony, CRM systems, live chat platforms, and of course, our own QAI tool for performance monitoring. 

Yes, we’ve successfully integrated with Salesforce, Zendesk, HubSpot, and many others. We’ll make sure we work within your existing ecosystem. 

We handle onboarding in 4 phases: discovery, setup & integration, training, and go-live. Each step is project-managed to ensure a smooth rollout. 

Our in-house training team works closely with you to build a customised training program that reflects your tone, values, and processes. 

Of course! We encourage client visits, and we're always happy to introduce you to the people behind the service.