Packages

Three ways to buy a support operation

Starter is priced per support agent, Team is a managed pod, and Enterprise is tailored and charged per active customer. We quote after a call rather than publishing a list price, because volume, hours and complexity are what move the number.

THE MODEL

What you are actually buying

Support pricing usually hides one of two things: the headcount you are really getting, or the work that sits behind it. We keep the unit visible. Starter charges for a named agent. Team charges for a pod that arrives with its own supervision and quality checking. Enterprise moves the unit away from people altogether and charges against your active customer base, so the price tracks the size of the thing being supported rather than the number of chairs filled.

Which shape fits is usually clear within a single conversation. Four things decide it: how much contact you get, the hours you need covered, the languages your customers write and speak in, and how much judgement each contact takes. Everything else is detail we can work out together.

PACKAGES

Starter, Team and Enterprise

Every package is delivered to the same operating standard: people we recruit, train, supervise and monitor. What changes across the three is how much structure sits around the people doing the work, and how the commercial unit is measured. Whichever one you are leaning towards, the next step is the same. Book a call.

Starter

Priced per support agent. For a company putting its first dedicated agents in place, or adding trained capacity to a team that already exists. It suits founders and lean businesses where support is currently absorbed by people who were hired to do something else, and it is answered late because of it.

Named agents assigned to your account, not a shared pool answering for whoever shouts loudest
Recruitment and screening against your role profile, with your sign-off on who joins
Induction on your product, your tone of voice and your escalation rules before the first live contact
Cover on the channels you use — email, chat, voice, or a mix of them
AI-assisted summarisation and wrap-up, so notes land in your tools without eating handling time
Regular reporting on volume and handling, kept short and written in plain language
One point of contact here for anything that needs a person rather than a dashboard

Team

A managed pod: agents, a team lead and dedicated quality assurance, run as one unit. For companies with steady volume, where the question has moved on from whether there are enough hands to whether the work holds a standard without anyone at your end watching it. It suits established brands and scale-ups running more than one channel.

Everything in Starter, plus a team lead who owns day-to-day performance inside the pod
Dedicated quality assurance, with AI-assisted review across every conversation rather than a sample pulled at month end
Shift patterns built to your contact curve, including weekend and out-of-hours cover where you need it
Intent routing and knowledge retrieval, so contacts reach the right person with the right answer already to hand
Drafted replies an agent reads, edits and approves before anything reaches a customer
A named account manager and a standing review cadence with your team
Trend and dissatisfaction detection, so recurring product problems come back to you as a list rather than as anecdotes

Enterprise

Tailored, and charged per active customer rather than per agent. For organisations where support is a large, continuous operation and the cost needs to move with the customer base rather than with a headcount line. It suits multi-language, multi-time-zone operations, and companies moving an existing in-house team or incumbent vendor across.

Everything in Team, run across multiple pods, languages and time zones
Commercials tied to active customers, so the price follows the size of your base rather than a seat count
Back office and HR services folded into the same engagement wherever you want them
A transition plan for moving an existing team or vendor across, built around keeping cover continuous through the change
Forecasting and scheduling built from your own contact history and revisited as your volume shifts
Custom reporting into your own tools, against your own definitions of quality
Senior governance: an agreed business review cadence, written escalation paths and a named executive contact

STANDARD ACROSS ALL THREE

What does not change between the packages

The tier decides the structure and the commercial unit. It does not decide whether the work is done properly. These are constant, and they are not upsells.

People recruited, employed and managed by us, so you carry none of the local hiring burden

Training on your product and your tone of voice before anyone speaks to a customer

Escalation rules agreed with you in writing, so agents know exactly what to hand back and when

Quality monitoring on live conversations, rather than a file review at the end of the month

Reporting written to be read by an operator, not decoded by an analyst

Support@epsidesk.com and a named contact for anything urgent

AI IN DELIVERY

Why AI moves the number, not the standard

AI sits in our delivery, not on your invoice as a separate line. We use it in two places: where it removes handling time from a contact, and where it makes quality checking complete instead of sampled. That is what holds cost per contact down as volume grows, and it is why the standard does not drift when a team gets busy. A person still owns every decision a customer sees.

Quality monitoring across every conversation, not a sample pulled at month end
Automatic summarisation and wrap-up, so an agent finishes a contact and moves on
Drafted replies an agent reads, edits and approves before sending
Intent routing and knowledge retrieval at the moment of contact
Trend and dissatisfaction detection surfaced to your account team as it happens
Forecasting and scheduling, so cover matches the contact curve you actually have

Network equipment racks lit in blue in a data centre aisle

GETTING A NUMBER

How a quote reaches you

The call

We ask what your customers contact you about, on which channels, at what hours and in which languages. If a package other than the one you came for is the better fit, we say so on that call rather than in month three.

Volume and complexity review

You share whatever contact history you have. We read it for the shape of the work: how much is routine, how much needs judgement, how much ends in escalation. That shape sets the resourcing, and the resourcing sets the price.

A written proposal

A single document covering the package, the team shape, the hours covered, what is included, what is not, and the unit you are charged against. Nothing you need to decipher, and nothing important living in a footnote.

Onboarding and go-live

We recruit or assign, train on your product, agree the escalation rules with you and start on a dated plan. You meet the people before they take their first contact.

Review and adjust

Volume moves, and so does the team. The shape is reviewed on an agreed cadence and changed by agreement, in writing, before anything takes effect.

BEYOND SUPPORT

Back office and HR are bought the same three ways

Customer support is the whole business here, not a department bolted onto something else — but the same three commercial shapes cover the rest of what we do. Back office work such as order processing, data entry, verification, reconciliation and document handling is priced per agent under Starter, or as a managed pod under Team when it needs supervision of its own. HR services follow the same logic: a single specialist, a managed team, or a tailored arrangement inside an Enterprise engagement.

Where a client takes more than one service, we run them as one engagement with one point of contact and one reporting line. You should not have to manage the seams between your own suppliers.

BEFORE YOU BOOK

Questions people ask before the call

Supervision and quality. Starter gives you trained, named agents and a point of contact at our end. Team wraps those agents in their own team lead and dedicated QA, so performance is managed inside the pod rather than by you. The move usually happens at the point where you no longer want to be the person who notices the problem first.

Book a call

Tell us what your customers contact you about and how often, and we will tell you which package fits and what it takes to run it properly. If we are not the right answer for you, we will say so on the call. 269+ people across our global teams do this work every day. Email Support@epsidesk.com or book a call.

Book a call Support@epsidesk.com