Agents
Trained on your product, your tone and your rules before they take a live contact. They stay on your account rather than rotating between clients, so the knowledge builds instead of resetting.
Services
Customer support, back office and HR, run as one operation
Three service lines, staffed and supervised by us and reported back to you every week. Customer support is not a department here. It is the whole business, and the other two lines exist because they decide whether the support queue ever clears.
OVERVIEW
What we take on, and what stays with you
EpsiDesk is an outsourcing company built around looking after other companies' customers. Support is the core skill, and the back office and HR lines grew out of the same teams: the checks, the corrections and the paperwork behind a queue have to be run to the same standard, or the queue simply refills.
We work as an extension of your operation, not a replacement for it. You keep the brand, the policies and the final say on any decision that matters. We supply trained people, day-to-day supervision, quality review and reporting, drawn from 269+ people across our global teams and organised into delivery teams that cover multiple time zones.
CUSTOMER SUPPORT
Your customers, handled by people who do only this
We take conversations on the channels your customers already use, in the tone your brand already uses. Agents work inside your systems where you want them to, and in ours where that is simpler to run. Each queue has a named team lead and a quality reviewer, so cover never depends on one person being at their desk. Volume moves, and we plan for that. Rotas are built around your busy hours rather than ours, and cover runs across time zones so nights, weekends and peaks are staffed by people who are awake and trained, not by a rota of last resort.
- Live chat, email and ticket handling in your helpdesk
- Inbound calls, callbacks and outbound follow-up
- Social and in-app messaging channels
- First-line triage, with clean escalation to your specialists
- Order, booking, delivery and account queries taken end to end
- Complaint handling and de-escalation against a policy you approve
- Refunds, cancellations and goodwill decisions inside limits you set
- Out-of-hours and weekend cover
- Multilingual coverage where your customer base needs it
- Knowledge base articles and reply templates written from the tickets we handle
BACK OFFICE
The work behind the queue, run to the same standard
Support exposes back office problems. A ticket stays open because a document was never verified, a refund never posted, or a record was entered twice. We staff that work as a service in its own right, with the same supervision and the same reporting as the support floor, so the two do not blame each other across a gap. This is process work, so we run it to your process. We document each task as we learn it, agree what a correct output looks like, and check a sample of the day's work against that standard. Where a step is repetitive and rule-based, we say so and propose automating it rather than billing you for people to repeat it.
- Order processing, amendments and cancellations
- Data entry, migration and record clean-up
- Document checks and verification against your own rules
- Application and onboarding processing for new customers
- Invoice, payment and refund administration
- Reconciliation between your systems and your reports
- Case, claim and dispute paperwork
- Scheduling, dispatch and supplier co-ordination
- CRM hygiene: duplicates, tagging and missing fields
HR SERVICES
HR administration and hiring support, without adding headcount
The same discipline applies to people work. Our HR teams handle the administration and the employee-facing questions that pile up as a company grows, and they support hiring when you need to screen more candidates than your own HR team can reach in a week. We work to your policies and to the rules that apply where your people are employed. We do not replace your legal advice and we do not become the employer of your staff. What we take on is the volume: the screening, the paperwork, the records and the questions your employees ask every week.
- Candidate sourcing, CV screening and first-stage interviews
- Interview scheduling and candidate communication
- Offer letters, contracts and document collection
- New-starter onboarding administration and induction sessions
- Employee records, filing and document expiry tracking
- Leave, absence and attendance administration
- Payroll input prepared and checked, then handed to your payroll
- An HR helpdesk your employees can write to with policy and pay queries
- Offboarding, exit paperwork and handover checklists
- Recurring HR reporting for your managers
DELIVERY TEAM
How a delivery team is put together
Every engagement is staffed the same way, whichever service line it sits in. You are not renting seats from a pool. You get a named team with a structure above it.
Team lead
One person accountable for the queue: rotas, escalations, coaching and the call you get when something is going wrong. You have their name and a direct line to them.
Quality assurance
Conversations are reviewed against a rubric you have seen and agreed. AI screens every conversation rather than a sample; a reviewer decides what the findings mean and turns them into coaching for a named agent.
Workforce planning
Volume is forecast against your calendar — launches, campaigns, billing dates, holidays — and rotas are built to match, with cover spread across time zones.
Reporting and review
A weekly operational report and a monthly review with your team: what arrived, what we cleared, what keeps coming back, and what should be fixed upstream so it stops arriving at all.
GETTING STARTED
From the first call to a live queue
Onboarding is where an outsourcing arrangement is won or lost, so we treat knowledge transfer as a piece of work with its own deliverables rather than a handover email.
01
Scoping call
We go through the volume, the channels, the systems and what 'handled' actually means for each contact type. You leave the call knowing what we would staff, how it would be structured and which of the three packages fits.
02
Knowledge transfer
We sit with the people who currently do the work and record how it is really done, including the exceptions nobody wrote down. Where documentation exists we start from it; where it does not, we write it and you approve it.
03
Access and set-up
Accounts in your systems with permissions scoped to the job, routing and queue rules agreed, and the reporting pack defined before anyone starts, so the first week is measured like every week after it.
04
Training and sign-off
Agents are trained on the material, tested on it, and shadow live work before they own any of it. The team lead signs off each agent individually; nobody takes a live contact on a schedule alone.
05
Pilot
A limited live period on a narrow set of contact types, reviewed daily. Procedures are corrected while the team is still small enough to correct them quickly, and the rubric is tuned against real conversations.
06
Full handover and steady state
The agreed scope moves across, quality review runs on the approved rubric, and reporting settles into its weekly and monthly rhythm. Scope changes are agreed with you in the monthly review, not absorbed quietly.
AI IN DELIVERY
AI does the reading. People make the decisions
We fold AI into delivery to hold cost per contact down and keep quality consistent across every team and shift. It handles the parts of the job that do not need judgement, and it does not speak to your customer without a person approving what it says. This is applied the same way across all three service lines, and it is there to make agents faster and quality review deeper, not to remove the agent from the conversation.
Quality monitoring across every conversation rather than a sampled few, so reviewers spend their time on the ones that need a human opinion
Automatic summarisation and wrap-up, so agents write less and the record is still complete
Drafted replies an agent reads, edits and approves before anything is sent
Intent detection and routing, so a contact reaches the right queue the first time
Knowledge retrieval that puts the correct procedure in front of the agent mid-conversation
Trend and dissatisfaction detection across queues, surfacing the issues generating repeat contacts
Forecasting and scheduling support, so rotas are built against expected demand rather than last month's
Tell us what your queue looks like
Bring your channels, your volumes and the things that keep going wrong, and we will tell you how we would staff it and which package fits — Starter for your first dedicated agents, Team for a managed pod with a lead and QA, Enterprise when it is large enough to be priced per active customer. You can also reach us at Support@epsidesk.com.