Agents
Trained on your product, your tone and your rules before any live contact.
Services
Three services. One operation.
Customer support, back office and HR, staffed and supervised by us and reported back to you every week.
OVERVIEW
Support is the whole business.
Back office and HR grew out of the same teams. We supply the people, the supervision, the quality review and the reporting — 269+ people across our global teams. You keep the brand, the policies and the final say.
CUSTOMER SUPPORT
The channels your customers actually use.
Agents work in your tools and in your tone. Each queue has a named team lead and a quality reviewer. Rotas are built around your busy hours, across multiple time zones.
- Chat, email and tickets
- Inbound calls and callbacks
- Triage, escalation and complaints
- Out-of-hours and multilingual cover
BACK OFFICE
The work behind the queue.
Tickets stay open because a document was never checked or a refund never posted. We staff that work with the same supervision and the same reporting as the support floor.
- Order processing and amendments
- Data entry and record clean-up
- Document checks and verification
- Invoices, refunds and reconciliation
HR
HR admin, without new headcount.
Our HR teams take the screening, the paperwork and the questions employees ask every week. We work to your policies. We do not become the employer of your staff.
- CV screening and first interviews
- Offers, contracts and onboarding
- Records, leave and attendance
- Payroll input, prepared and checked
DELIVERY TEAM
A named team, not a seat pool.
Every engagement is staffed the same way, whichever service it sits in. Your team stays on your account, so the knowledge builds.
Team lead
One name accountable for rotas, escalations, coaching and the call when something breaks.
Quality
AI reviews every conversation, and a person decides what it means and coaches.
ONBOARDING
From first call to live queue.
Knowledge transfer is a piece of work with deliverables, not a handover email.
01
Scope
We map volume, channels, systems and what handled means for each contact type.
02
Learn
We sit with your people and write down how the work is really done.
03
Train
Agents are trained, tested and signed off individually before they own live work.
04
Pilot
A narrow live period, reviewed daily, then the agreed scope moves across.
Tell us what your queue looks like.
Bring your channels, your volumes and what keeps going wrong. Starter, Team or Enterprise, we will tell you which fits. Contact sales: Support@epsidesk.com.