Customer Experience · BX function
We run customer support for companies across North America: orders, accounts, billing, technical questions, complaints and cancellations. First we fix the workflows behind it. Then a dedicated team from our Amman hub, fluent in English with American accents and trained deeply on your product and operations, takes over.
Why first contact matters
When a customer has to come back about the same question, you pay for it twice: in agent time and in the customer’s confidence. A customer who keeps chasing answers gets frustrated, and frustrated customers are the ones who leave.
That’s why first-contact resolution is the first number we track on every customer support team.
When it is not resolved
When it is resolved the first time
The customer explains the whole story again. The agent works from half the picture and gives half an answer.
Our fix: Account details, order or ticket history and recent contacts load on one screen before the agent says hello.
A customer asks where their order is or why a bill changed. A fuzzy answer brings them back tomorrow.
Our fix: Agents work from a current knowledge base with your approved answers, and we keep it up to date with you.
A refund, a credit or a small account change needs a supervisor. The customer waits, then contacts you again.
Our fix: We agree clear authority levels with you, so more requests can be handled on the first contact.
A question for another team goes over with a one-line note. Nobody owns it, and the customer chases it.
Our fix: Every escalation carries a full summary and an owner, and the customer gets an update without having to ask.
Business Experience, applied to customer support
If the routing, knowledge base or hand-offs to your other teams are broken, more agents won’t fix it. So every engagement starts with an assessment of your workflows, systems, customer journey and customer communication. We build what the assessment calls for, and staff the team after that.
You approve the design before we build anything.
A dedicated team, trained and certified on your product, runs customer support every day against the KPIs you agree with us, and keeps improving it.
The customer journey
The same team can cover onboarding, everyday questions, billing, problems and cancellation requests. Choose a stage to see what our team does there.
Stage 01
The first weeks decide whether a customer feels confident in your product or service. We make sure they get set up, know what to expect and know who to contact.
The customer is thinking
“I just signed up. How do I get started?”
What our team does
Where AI helps
What we watch
Stage 02
Most contacts are simple: where is my order, how do I change this, what happens next. Customers deserve a clear, honest answer the first time.
The customer is thinking
“Where is my order, and can I still change the delivery address?”
What our team does
Where AI helps
What we watch
Stage 03
A confusing bill or a failed payment can sour a good relationship fast. Quick, clear help keeps customers calm and accounts in good standing.
The customer is thinking
“My bill is higher than last month. Why?”
What our team does
Where AI helps
What we watch
Stage 04
When something breaks or a customer is unhappy, they need one calm person who listens and sees it through to the end.
The customer is thinking
“This is the second time this has happened. What are you going to do about it?”
What our team does
Where AI helps
What we watch
Stage 05
A cancellation request is often a problem nobody solved. We listen for the reason, fix what we can, and respect the customer’s decision.
The customer is thinking
“I am thinking about canceling my account.”
What our team does
Where AI helps
What we watch
Channels
We cover the channels you offer today and respect each customer’s contact preferences. The history follows the customer, so nobody starts over when they switch.
Inbound and outbound calls, callbacks, warm transfers and scheduled follow-up calls.
Reminders, order and account updates, and two-way texts, sent only with the customer’s consent.
Queue management, clear written replies, follow-ups and clean ticket records.
Real-time help on your website or app for customers with a quick question.
Replies inside your app or customer portal, with the account details the customer was looking at.
Forms, attachments and paperwork customers send in, logged and routed to the right team.
Calm replies to public reviews and comments, and moving concerns into a private conversation.
Every channel lands in your CRM with shared history, so the next agent picks up where the last one stopped.
Anatomy of a first-contact resolution
A well-handled customer contact follows the same steps each time. Tools look things up and draft the notes, while the agent listens, reassures, and takes care of the request.
Phone call · Billing question
Example view
Before the agent says hello, the customer’s account, order or ticket history and previous contacts are on one screen. Nobody has to repeat themselves.
The agent listens, confirms the reason for the contact with a well-chosen question, and makes sure the customer feels heard.
The right process and approved wording appear beside the conversation. The agent checks that it fits this customer.
The agent takes the action in your systems, explains it in plain language, and confirms the customer knows what happens next.
Notes, dispositions and the outcome are drafted for the agent to review, so the record is complete and consistent.
The interaction is checked against your standards and policies. Anything flagged goes to a QA analyst, and useful moments become coaching.
Service tiers
We can run Tier 1 alone or the full stack. Either way, we agree clear authority levels with you up front, so fewer requests need to climb.
Tier 1
Built to close most contacts here, with the right context and clear authority.
Tier 2
Deeper product training, and wider authority you approve.
Tier 3
The final internal step before anything reaches your team.
Your team
Handed over with a full summary. We keep the customer updated.
Complexity and authority grow with each tier. Most contacts should never leave the first.
Quality for CX
Traditional QA listens to a handful of calls and assumes they’re typical. Our data-driven QA starts from every interaction, checking accuracy, verification steps, contact preferences and a warm, respectful tone. The same data is used to oversee and train the QA team itself.
Calls, chats, emails and messages are all checked against your standards and policies.
Automated scores and human reviewers are checked against each other, so a good call scores the same on every shift.
Agents are coached on the exact moment that helped or hurt the customer, with the recording or transcript in front of them.
Agents use the approved answers in your knowledge base, and nobody promises what your policies do not allow.
Missed verification steps, ignored contact preferences and data-handling issues are caught quickly and fixed before they become a pattern.
Recurring contact reasons and product issues are grouped and shared, so you can fix the causes upstream.
Training and brand voice
Your customers shouldn’t be able to tell where your team ends and ours begins. We build training from your product documentation, your policies, your brand voice and your real customer contacts. Nobody speaks to a customer until they are certified.
How your product or service works, your policies, and what agents can and cannot do on a customer’s behalf.
Hands-on practice in your CRM, helpdesk and phone system, in a safe training setup where possible.
How you sound on the phone and in writing, the phrases you prefer, and the ones agents never use.
Study of real past customer contacts: what great looks like, and what went wrong.
Role-play of common and difficult contacts, from an upset customer to a cancellation request, scored against your QA scorecard.
Every agent passes a product, systems and policy check before speaking to a customer.
New agents start with close support and extra review until quality is steady.
Regular coaching from QA findings, plus refreshers whenever your product or policies change.
The kind of rewrites we coach: warm, direct, and honest about what we can and cannot promise.
Instead of“Your request has been escalated to the relevant department.”
We say“I have sent this to our billing team myself. I will email you as soon as they reply.”
Instead of“Unfortunately, that is against our policy.”
We say“I cannot do that part, but here is what I can do for you today.”
Instead of“Don’t worry, it will be sorted out soon.”
We say“I can’t give you an exact date yet, but I can tell you exactly where it stands.”
Who runs it
Our customer support teams work from our flagship hub in Amman, Jordan. Our agents speak fluent English with American accents and are chosen for patience and empathy. We train them deeply on your product and operations before they go live.
Coverage models
Our Amman team works shifts aligned to your customers’ North American time zones. Pick one model, or combine them as you grow.
Your core support hours, in your customers' time zones. The simplest place to start.
Early mornings, evenings and weekends, when customers reach out after work.
Continuous coverage if your customers need help at any hour.
We pick up contacts when a launch, an outage or a promotion causes a spike, so wait times stay under control.
Extra trained capacity for busy seasons, the holidays and other busy periods.
The bars show the rough shape of each model rather than a schedule. We design coverage around your real contact volumes.
Your tools
You don’t need a migration project to get started. Our team works inside your CRM, helpdesk and phone system, with your dispositions and permissions. If something is holding you back, we will show you why and what we would change.
NAS-AI
NAS-AI is our operational intelligence platform. It sits across your tools and gives you live visibility into queues, quality and performance, plus the contact-reason insight that tells you what to fix next.
What we measure
We agree targets with you during the assessment, based on your baseline. Your Function Manager is accountable for them, and you see them live.
CX scorecard
What each KPI means, and the lever we pull
Share of contacts resolved without the customer coming back.
How we move it: Context, approved answers and clear authority.
How satisfied customers are after an interaction.
How we move it: Voice training and coaching on the moment.
How many customers stay with you.
How we move it: Problems answered early and honestly, never pressure.
How long an interaction takes, including wrap-up.
How we move it: Automatic summaries and faster lookups, never rushed customers.
How quickly customers get a first reply.
How we move it: Smart routing and the right coverage model.
How well each interaction meets your standards.
How we move it: Every interaction reviewed and calibrated.
How consistently verification steps, policies and contact preferences are followed.
How we move it: Data-driven QA with early flags.
Need something else tracked?
We add the measures that matter to your business, such as orders fixed, refunds processed or ticket backlog.
Industries
How we engage
Both start with the same assessment and the same quality program. The difference is who leads the function day to day.
You keep the lead
Our team works alongside your support team, in your tools and to your playbooks. A good fit for overflow, extended hours, a new channel, or testing us on one queue first, such as live chat or billing questions.
Explore co-sourcingWe own the function
We run customer support end to end: workflows, people, quality and reporting. One partner is accountable for the results you agree with us.
Explore full outsourcingFAQ
It covers the calls and messages your customers send: onboarding, everyday questions about orders and accounts, billing, technical issues, complaints and cancellation requests. We start by assessing how support runs today, fix the workflows behind it, and then staff and manage a dedicated team. You can hand us all of it or just part of it.
A dedicated team in our Amman hub, hired for fluent English with American accents and a calm, friendly manner. Every agent is trained deeply on your product, your systems and your brand voice, and certified before they speak to a single customer.
Agents work from a knowledge base built on your approved answers, and they are trained on what they can and cannot do for a customer. Every interaction is reviewed in QA, and anything off brand or inaccurate is flagged and coached quickly.
First-contact resolution means the customer’s question is fully answered in their first interaction, with no follow-up needed. A customer who has to chase an answer gets frustrated, and frustrated customers are more likely to leave. Raising first-contact resolution usually improves satisfaction and lowers cost at the same time.
With a real conversation and no pressure. The agent listens for the reason, fixes the problem if it can be fixed, and explains any options you allow. If the customer still wants to leave, the request is processed promptly and the reason is recorded so you can learn from it.
No. We work in the tools you already use. If the assessment shows a tool is holding you back, we will tell you and explain why, and nothing changes without your approval. Often the answer is a workflow layer on top of what you already have.
An Operations Analyst is assigned from day one and learns your operation from the inside. At go-live, a Function Manager takes over day-to-day leadership and is accountable for the KPIs you agree with us. You see performance live in NAS-AI, our operational intelligence platform, rather than waiting for a monthly report.
If you want to keep leading customer support and need more capacity, extended hours or help with a specific queue, co-sourcing puts our team alongside yours. If you want one partner to own the function and its results, full outsourcing is the better fit. Many clients start with co-sourcing and move to full outsourcing later.
How we engage
We will look at why your customers contact you, your tools and your workflows, and show you what we would change and who would run it.