Managed support teams from Managua
Bilingual customer service and technical support for U.S. companies. We run the team. You see every number, every week.
- ReceivedBilling question by phone
- Answered14 seconds in queue
- ResolvedClosed on first contact
- Scored94 out of 100
15+ years of leadership experience in contact center and customer operations
English and Spanish on every program
Two hours at most from any mainland U.S. time zone
A managed team, not rented agents.
One hourly rate per agent covers the people and everything it takes to run them well.
$12per agent hour
The front line for your customers. Questions answered and problems closed on the first contact, in English or Spanish.
- Orders and accounts
- Billing and refunds
- Scheduling
- Retention saves
Channels Phone, chat, email
$14per agent hour
First response for product and access issues. The team works from your knowledge base and escalates cleanly when it should.
- Guided troubleshooting
- Access and passwords
- Setup and onboarding
- Ticket triage
Channels Phone, chat, email, tickets
$17per agent hour
Senior agents for the cases Tier 1 hands up. Deeper diagnosis, bug reproduction and direct work with your engineers.
- Advanced diagnosis
- Bug reproduction
- Network and device issues
- Escalation ownership
Channels Tickets, phone, screen share
$10.50per agent hour
The work behind the conversation. Accurate, on time and reported with the same discipline as live support.
- Order processing
- Disputes and chargebacks
- Data entry and cleanup
- CRM updates
Channels No live voice
Included with every seat
People
- Recruiting, English testing and background checks
- Training on your product, tools and tone
- Agent replacement at no cost if the fit is wrong
Management
- A team lead on every shift
- Quality scoring on a 100 point scorecard
- Scheduling, adherence and coverage planning
- Weekly reports and a monthly business review
Site
- Managed workstations
- Redundant internet and power backup
- Call recording and restricted access
Quality
Watch one call get scored.
Our leadership came up through quality evaluation and workforce management in global contact centers. Every evaluated contact is scored on the same eight criteria, and you get the score, the recording and the coaching note.
Evaluator noteScroll to score the call.
- Greeting and verification10/10
- Discovery and listening13/15
- Accuracy of the answer20/20
- Empathy and tone9/10
- Call control9/10
- Compliance and data handling15/15
- Resolution and next steps9/10
- Notes and ticket disposition9/10
Start with a pilot. Judge the numbers.
Sixty days, three to five seats. The $1,500 setup fee is credited back when you continue on a 12 month term.
- Week 0
Scope
Volumes, hours, tools and the targets the pilot is judged on. Agreed in writing.
- Weeks 1 to 2
Hire and train
We recruit for your program and train the team on your product and systems.
- Weeks 3 to 10
Go live
Your team takes real contacts. A quality and performance report arrives every week.
- Day 45
Decide
We review the numbers together. Continue, grow the team, or walk away.
Typical pilot targets, set in writing before launch
90+quality score, out of 100
80%of calls answered within 20 seconds
95%schedule adherence
Pricing
One rate. Everything included.
Estimated monthly cost
$10,400
- Rate per agent hour
- $12.00
- Per seat, per month
- $2,080
- Hours per seat
- about 173
An estimate. Your proposal confirms final pricing. One time setup fee of $1,500 per program.
Close in distance, hours and culture.
Your working day
Your support team is online when you are, and a meeting never needs a midnight alarm.
An established talent pool
Global contact center companies have operated in Managua for years, so the city has experienced, bilingual support professionals.
A short flight away
A few hours from major U.S. hubs. Visit the team and see the operation for yourself.
What buyers ask first.
How is this different from hiring remote agents?
You are not managing people in another country. We recruit, train, supervise, schedule and score the team, and you receive the results every week. One rate covers all of it.
What is the smallest team you take on?
Three seats. Below that, coverage for breaks, sick days and vacation cannot be guaranteed.
Which hours do you cover?
Any nine hour window in U.S. time zones, Monday to Friday, at standard rates. Nights, weekends and U.S. holidays are available for an additional 15 percent.
Do your agents work in our systems?
Yes. The team works inside your help desk, CRM and phone system with the access you grant. If you do not have a phone system, we provide one at cost.
How do you protect customer data?
Agents work from a controlled site on managed workstations, with recorded calls, restricted access and signed confidentiality agreements. We review your specific security requirements during scoping.
What happens if the pilot misses its targets?
You are free to end it at the day 45 review. There is no long term commitment until you have seen the numbers.
Tell us what your team needs to handle.
We reply within one business day with a few questions and a draft pilot plan.
