Workforce Solutions
Customer Support Outsourcing
A trained support team that answers your customers in your name, on the channels they use, at the hours you need. Part of our workforce solutions, with the option to add an AI assistant for routine questions.
What does ZigmaNeural's customer support outsourcing include?
Our agents answer your customers by phone, chat, email and WhatsApp, in your brand and inside your helpdesk. We cover L1 and L2 support, staff the shifts your time zones need, and report on volumes, response times and satisfaction. An AI assistant for routine questions is optional.
What is included
Inbound support on every channel
L1 and L2 support
Your brand, your tools
Shift cover across time zones
AI-assisted support
Quality and reporting
How we take over your support
- Share your channels, monthly volumes, hours and the questions customers ask most.:
- Agree the scope: L1 or L2, shift pattern, response times and what goes back to your team.
- We hire and train agents on your product, tone and help content.:
- Run a short supervised start, with your team reviewing answers before full handover.:
- Go live with a team lead, quality reviews and a regular performance report.:
When outsourcing support is the wrong choice
- Every conversation needs deep product decisions that only your engineers can make
- You need a licensed role, such as regulated financial or medical advice
- Volumes are so low that a part-time hire inside your team costs less
- You want thousands of seats at volume call-centre rates. A large BPO will suit you better
Dedicated team vs shared team vs AI-assisted
Three ways to set up outsourced support.
| Feature | Dedicated team | Shared team | AI-assisted team |
|---|---|---|---|
| Who answers | Agents who work only for you | Agents shared with other clients | AI for routine questions, agents for the rest |
| Best for | Steady, high volumes | Smaller or uneven volumes | Many repeat questions |
| Product knowledge | Deepest | Good for common questions | Deep for agents, limited to approved content for AI |
| Typical pricing | Monthly fee per agent | Per ticket or per hour | Agent fee plus AI setup |
Customer support outsourcing questions
Channels, tools, pricing and data protection, answered plainly.
What is customer support outsourcing?
You hand some or all of your customer conversations to an outside team. That team answers calls, chats and emails for you, in your name and inside your tools, against the hours and response times agreed in the contract. It is one form of business process outsourcing (BPO).
Will customers know they are talking to an outside team?
Not unless you want them to. Agents use your company name, your greetings and your help content. This is often called white-label support.
Which tools do your agents work in?
Usually your own helpdesk and phone system, so your data stays with you. If you have no helpdesk yet, we set up a ticketing tool and hand it over when the engagement ends.
How is customer support outsourcing priced?
Most clients pay a monthly fee per dedicated agent. Shared teams can be priced per ticket or per hour of cover. Channels, hours, languages and how technical the product is all affect the quote, and we agree it in writing before we start.
How do you protect our customer data?
Zigmapeople Private Limited is ISO/IEC 27001:2022 certified. Agents get only the access the role needs, sign confidentiality terms, and work under the data-handling rules agreed in the contract.
How does the AI-assisted option work?
An AI assistant answers routine questions from your approved help content. When it is unsure, or the customer asks for a person, it hands the conversation to an agent with the history attached. It is optional, and you approve the content it can use.
Tell us your channels and volumes
We will come back with a team size, shift plan and price in writing before you commit to anything.
