№ II
Call Center
"You can hear a script in the first eight seconds. So can your customer. The work is to not have one."
— Floor Lead, 724 Care Manila
A call center that
sounds like a person.
Inbound, outbound, retention, and CX, run out of our Manila floor. Every call recorded, a sample scored each week by a dedicated QA editor on our side, coaching notes sent to your supervisor. The thing the cheap shops never get to: a call that does not sound like one.
Pricing — from $7.40 / hr
Programs we run, every day, on the floor.
Inbound customer service
Tier-1 and tier-2 support across voice, chat, and email. Helpdesk integrations: Zendesk, Intercom, Front, Salesforce Service Cloud, HubSpot.
Outbound sales & SDR
Discovery, qualification, and meeting-booking. We run dialler programs, but we do not let them run us — agents are coached on conversation, not call counts.
Retention & save desks
Cancel-flow saves, win-backs, payment-failure recovery. Compensation is structured around save-rate quality, not raw save-count.
Appointment setting
Inside sales, healthcare intake, home services scheduling. Calendar handoff into Calendly, HubSpot, Salesforce, or your own system.
Lead qualification & enrichment
Inbound web-form follow-up within 5 minutes; outbound enrichment of cold lists. Disposition codes you actually trust.
After-hours & overflow
24×7 coverage with named agents, not anonymous overflow. Manila day shifts cover US evenings without the night-shift quality drop.
Three tiers. Plain rates.
Pilot-ready. A small named team for inbound, appointment setting, or simple outbound. Best when the workflow is settled and the volume is steady.
- Named agents, not anonymous seats
- 2+ yrs prior call-center experience
- Helpdesk training: Zendesk, Intercom, Front
- Daily volume + AHT report
- Weekly QA sample of 5 calls per agent
- Pilot live in 11 days
Our default for sustained programs. Senior agents, a named supervisor, and a weekly editorial QA cycle that actually changes how calls go.
- 5+ yrs experience; vetted on accent, judgment, empathy
- Named supervisor, dedicated to your program
- Weekly QA sample of 10 calls per agent, scored by our editor
- Monthly coaching read-out to your team
- CRM integration: Salesforce, HubSpot, Zendesk, Front
- Customer-sat survey program included
High-stakes voice work — clinical intake, financial services, premium retention. Senior agents with regulated-industry training and tighter QA cadence.
- 8+ yrs experience; prior regulated-industry exposure
- HIPAA / PCI playbooks; BAA-ready contracts
- Daily QA on every agent in week one, weekly thereafter
- Senior supervisor + assigned QA editor
- Custom scorecard tuned to your program
- Direct line to our COO
Rates are per operator, not per seat-hour. Bench coverage, editorial QA, and onboarding are included — they are the work, not an add-on.
What is distinctive about this practice.
№ i
A QA editor on our side.
Every program is assigned a senior QA editor who listens to a sample of your agents' calls each week and scores them on a rubric we tune to your program. The notes go to your supervisor, not just to us. The point is to change the next call, not to fill a dashboard.
№ ii
Coaching, not surveillance.
Recordings are reviewed for empathy, judgment, and accuracy — not for adherence to a script. Agents who follow a script perfectly and miss the customer get the same coaching as agents who riff and misstate the policy. Both are wrong.
№ iii
Compensation tied to quality.
Agent bonuses on retention programs are weighted by save-rate quality (did the customer stay six months?), not raw save-count. Agent bonuses on outbound are weighted by qualified-meeting yield, not dial volume. We do not run a sweatshop.
№ iv
Pilot in 11 days.
From signed brief to a live pilot: 11 calendar days median. We do not need 6 weeks to ramp because we do not start a hiring search — we present from a bench of agents we are already paying to be ready.
№ V
A Day in the Life
Joel
Senior agent on a 6-person retention program for a US-based subscription fitness brand
Tuesday, 8:30 a.m. Eastern. Joel's shift opens at the Manila floor with a 12-minute huddle: yesterday's saves, three calls flagged by the QA editor for the team to listen back to together, and a note about a pricing change going live at noon. The first call lands at 8:42 — a member who joined in January, used the app for six weeks, and has now opened a cancel ticket from her phone. Joel does not start with the discount. He asks what changed since February. She tells him she had a baby. The conversation goes a different direction.
By lunch, Joel has handled 14 calls. He saved nine, lost three, and on two he agreed with the customer that they should leave — one because the product genuinely was not for her, one because the price had outgrown the value she was getting. He logs both as quality-saves-not-attempted in the disposition; the supervisor will not penalise him for it. The QA editor will pull one of the nine saves later in the week, score it, and either compliment Joel on the empathy of the open or push him on the close.
At 4:30 p.m. his time, Joel writes a 90-second end-of-shift note — what worked today, what felt off, one customer the team should hear together. The note goes to the supervisor and to the QA editor. The supervisor reads it before she signs off. The next morning's huddle is partly built from it. The compounding does not happen in the call. It happens in the half-hour after.
Plain answers.
How fast can a program go live?
Median is 11 calendar days from signed brief to live pilot. We do not run a recruiting cycle for you — we staff from an existing bench.
Are agents dedicated to my program?
Yes. Named agents on a named program, with a named supervisor. We do not run shared pools.
How are calls scored?
A senior QA editor on our side scores a sample each week against a rubric we tune for your program. You see the rubric, the scores, and the coaching notes.
Can you do regulated work — HIPAA, PCI, FCRA?
Yes for HIPAA and PCI on the Executive tier. We will sign BAAs, complete your security questionnaire, and run on managed hardware behind a VPN. FCRA-regulated outbound on request.
What time zones do you cover?
All US time zones, plus UK and Australia. Manila day shift covers US evenings; we run a smaller night-shift bench for true 24×7 coverage.
Can you scale up or down quickly?
Up: yes, with two weeks notice for sustained increases. Down: 30 days notice. We do not rip seats out from under our agents on a Friday.
№ VII
Brief Us
Send us a recorded call.
We'll tell you exactly how we'd handle it.
Drop in a call — yours, a competitor's, anything. Our QA editor will write back with a 200-word read on what is and is not working, and what we would coach. No obligation, no deck.