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Solutions

A solution for outsourced contact centers

With CONTACT.WORK, an outsourced contact center earns more on every project. You don't pay for agent seats, so new hires don't eat into your margin. You launch each new client on the platform you already run, without buying a separate system, and their data, calls, and reports are kept apart from everyone else's. Clients see results online, and an AI consultant takes some of the calls – so you don't have to hire more agents.

Get a quotePricing
$0per-agent licenseYou pay only for support
Browserinstead of installed softwareOffice or home
APIto the client's CRMFor each project
24/7client linesAI takes night calls

Challenges

Where outsourcers lose money

Licenses eat your marginPer-seat fees grow faster than project revenue.
Slow project launchesA new client waits while teams and reports are built for them.
Mixed-up dataA client must never see another client's calls, recordings, or numbers.
Manual reportsEvery month, the client's numbers are pieced together from different exports.
Idle time on outboundInstead of talking, agents listen to ringing and voicemail greetings.
Agent turnoverNew hires need to get up to speed on a project fast, and training costs money.

Solution

What changes after implementation

Projects

A new client without a new system

For each client, we set up a separate project in the platform – numbers, queues, call form, knowledge base, and reports. There's no separate system to install, so the project goes live faster and you can take on more clients. Your supervisor sets up future projects in the web interface, without developers. Data stays separate: staff on one project don't see other projects' calls or numbers.

  • A project, not a separate system
  • Client CRM via API
  • Data never mixes

Licenses

Growing headcount doesn't eat your margin

The platform is free; you pay only for technical support. Twenty new agents for a big contract add nothing to your system costs: accounts are created before the shift and disabled after the project. An office isn't required either – remote agents only need a browser.

  • Free seats
  • Accounts per project
  • Work from home

Outbound

Agents talk instead of listening to ringing

The platform filters out unanswered calls and answering machines and connects agents only to people who pick up. Predictive mode dials ahead, so the time you pay agents for goes to customers instead of waiting. Dialing respects each contact's local time.

  • Live answers only
  • Dialing ahead
  • Customer's local time

For clients

Clients see results without you compiling reports

Each client gets a portal with their own numbers – inquiries, speed of answer, missed calls, call outcomes – plus call recordings. You don't build reports by hand, and the client sees what they're paying for. If a client prefers email, the report goes out on a schedule – daily, weekly, or monthly.

  • Client portal
  • Their call recordings
  • Scheduled emails

Quality

Quality scores across all calls

Speech analytics scores every call on the project: each voice is recorded on its own track, and the client sees scores across all conversations, not a sample. The supervisor coaches agents in whisper mode, and with tips from the AI assistant, new hires go live sooner and training costs less.

  • Every call checked
  • Whisper coaching
  • Faster ramp-up

AI

More inquiries with the same headcount

The AI helps your client's customers by voice and in chat – from the project's materials, at night, on weekends, and during rushes. After every call, the AI assistant writes a short summary into the record or the client's CRM, so the agent moves to the next call faster. You handle more inquiries without hiring and can offer clients an AI consultant as a new service at your own price.

  • Nights and weekends
  • AI call summary
  • A new service

Examples

Rushes, outbound campaigns, support, remote shifts

A typical day at an outsourced contact center.

A multi-client center: a bank, a store, and delivery

Calls pile up on the bank's project – they automatically go to available agents from the store project who are trained on the bank. The bank has its own project: numbers, call form, and materials, and agents answer on its behalf; the record shows whose customer is calling. Nobody sits idle, and the bank gets its calls answered on time.

  • A project per client
  • Agents in multiple queues
  • Overflow to neighbors
Example 1 of 4

We tailor roles, projects, and reports to your contracts.

Capabilities

Projects an outsourced center runs on the platform

Every type of client project – inbound, outbound, or text – is set up without separate systems.

Inbound projects

  • Help lineAnswers about the client's products from their knowledge base.
  • Order takingAgents place orders and requests in the client's system.
  • Appointments and reservationsVisits, tables, rooms, tours – on the client's schedule.
  • Status and trackingWhere the order is, how the repair is going, whether the application was reviewed.
  • Complaints and returnsComplaints are logged, and the response time set in the client contract is tracked.
  • Technical supportTier 1 support for the client's product.
  • Emergency linesOutages, lockouts, towing – a 24/7 queue.
  • Seasonal spikesThe client's sales events and peak season, with no missed targets.

Outbound projects

  • Lead follow-upCalling back leads from the client's ads within minutes.
  • QualificationScreening leads against the client's criteria before handing them to sales.
  • TelesalesCold and warm calling from the client's lists.
  • Reminders and collectionsPayments, early delinquency, and promises to pay, following the rules you set to stay within the law.
  • Appointment and delivery confirmationCalls the day before, with the outcome logged for the client.
  • Retention and win-backContract renewals and outreach to lapsed customers.
  • Surveys and researchService ratings, market research, and quality checks.
  • Database updatesVerifying phone numbers, addresses, and consents for the client's customers.

Text channels

  • The client's messaging appsEach of the center's clients gets its own queue of messages from messaging apps.
  • Website chatsChat widgets from different clients' websites land in the agent's single conversation list.
  • Email linesThe client's customer emails are handled under the project's rules.
  • Listing sitesLeads from Zillow, Realtor.com, Cars.com, Autotrader, and similar listing sites, for clients in real estate and retail.
  • Reviews and social mediaconfigured for youReplies to reviews and comments on behalf of the client's brand.

Marketing projects

  • Promotions and promo codesconfigured for youRegistering receipts and codes in the client's promotions.
  • Giveawaysconfigured for youRegistering participants and contacting winners.
  • Contacts from videosconfigured for youCollecting contacts from comments under the client's videos.
  • Loyalty programsQuestions about members' points and status.

Service

  • Dispatchconfigured for youRequests for technicians, couriers, and field specialists.
  • Identity verificationCode words and data checks for financial clients.

Your team

  • Agent help lineShifts, schedules, vacations – the AI assistant answers employees.
  • New-hire trainingTips and practice for agents on each project.
  • Quality assuranceReviewing calls against each client's QA scorecard.

Modules

Contact center modules

Call queuesAgents work for several clients and are never idle.→Auto dialerAgents talk more and wait less for someone to answer.→Answering machine detectionPaid agent time isn't wasted on voicemail.→Customer portalClients check results themselves, with no manual summaries.→Monitoring and reportingSee which project is overloaded and where people are free.→Speech analyticsScores every conversation, so quality is easy to prove.→AI assistant for employeesWrites the call summary and suggests answers to new hires.→Voice AI consultantTakes more calls without hiring more agents.→Workforce managementShifts are planned for the combined volume of all projects.→
Higher marginsYour headcount grows, not your system costs.
Projects start right awayA new client goes live on a platform that's already running.
Client trustClients see the numbers and listen to their own calls.
No office rentRemote agents only need a browser.

Launch

Moving to the platform, step by step

  1. 01DiscoveryWe review your projects and client contracts to see where margin and time are lost.
  2. 02ProjectsFor each client, we set up a project with numbers, queues, materials, and access rights.
  3. 03IntegrationsWe connect clients' CRMs through the API, so agents no longer copy data by hand.
  4. 04PortalsWe open portals for clients with reports and recordings and set up scheduled report emails.
  5. 05MigrationWe move projects one at a time while the rest keep running, and check the numbers against the old system.
  6. 06AI and qualityWhere the client will notice the difference right away, we turn on the AI consultant, then speech analytics.

Preparation

What to decide in advance

What are we moving?Your list of clients with their numbers and queues – all at once or one by one.
What does each client see?Which numbers and calls they view themselves, and what they get by email.
Which CRMs do we work with?Your clients' systems that their projects connect to through the API.
Do you have shared agents?Which agents take calls for several clients at the same time.
Where do agents work?Office, home, or both – this affects headsets and connectivity.
Where should the platform run?CONTACT.WORK data centers in the US and the UK or the outsourcer's own servers.

Q&A

Frequently asked questions

What will agents cost if a new client needs twenty more people?

Nothing beyond your plan: you pay for technical support, not for the number of agents. Accounts take a couple of minutes to create and are disabled when the project ends.

How fast can we launch a new client project?

With nothing to install, your supervisor builds the queues, call form, and routing for the new project without developers. The integration with the client's CRM usually takes longest, and the timeline depends on their system.

Will one client see another client's calls and numbers?

No. Permissions are split by project: both the client and the project's staff see only that project's calls and reports. The access log shows who opened the project's data and recordings, and when.

Whose logo will the client see in the portal?

Yours: your contact center's logo, colors, and fonts, and the portal itself opens on your website. The client sees your brand, not the platform's name.

How do we prove to a client that the contracted service level was met?

The project report shows the share of calls answered within the agreed number of seconds and the number of missed calls for the selected period. The client opens it themselves or gets it by email – daily, weekly, or monthly.

Can an agent work on several projects at once?

Agents can be added to several clients' queues. When a call comes in, the screen shows which project it belongs to and which form to fill out. During a rush on one project, the platform automatically sends its calls to available colleagues from other projects who are trained on it.

How do we track agent hours and KPIs for each project?

Reports show each agent's talk time and statuses by project – that gives you the hours to bill the client. KPIs are there too: call counts, quality scores, and schedule adherence. Use them to calculate bonuses and decide who works on which project.

How do we supervise agents working from home?

Live: the supervisor sees statuses, listens to calls, and coaches with whisper mode. All calls are recorded, and with dual-channel recording, speech analytics reviews them.

Can we sell clients a line staffed by an AI consultant?

You can. It works from a specific project's materials, a voice AI minute costs you $0.06, and you set the price for your client.

What happens to the trained AI when a client leaves?

It belongs to whoever paid for the training hours – including the fine-tuned model, the reference answers, and the knowledge base materials.

Will customers wait in silence during predictive dialing?

Sometimes a person who answers has to wait for an available agent – they hear music or a message. If the client objects, the project switches to progressive mode, which dials only when an agent is free.

A client wants a non-standard workflow – can you build it?

We customize the platform to the client's process – from their own call form and report to a new call flow. You pay for this work with hours from your support plan.

Will our clients' CRMs connect – Bitrix24, Kommo (amoCRM), Salesforce?

They connect through the API, each to its own project. Popular systems have prebuilt integrations, and we connect the rest during implementation.

Where are client recordings and data stored?

In the cloud, data is hosted by us in the US or UK; on-premises, everything stays on the outsourcer's own hardware. Retention is set per project – a year for a bank client, a month for a store – so you can put the exact period in your client contract.

How do we move from our old platform without stopping projects?

One project at a time: while one moves, the rest keep running on the old system. Customer databases and history are migrated on the Standard plan and above.

How much does the platform cost for an outsourcer?

The platform itself is free, with no per-agent licenses. You pay for technical support (the entry plan is $180), for hosting if you choose the cloud, and for AI – per minute and per conversation.

Pricing and plans →

Glossary

Terms on this page

CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
Whisper coaching
Supervisor coaching that only the agent can hear. Learn more →
BPO (business process outsourcing)
Part of the company's work, such as customer service, is handed to an outside provider. Learn more →
Knowledge base
All answers, policies, and prices in one place – for agents and AI. Learn more →
Service level (SL)
The share of calls answered within a set time – for example, 80% in 20 seconds. Learn more →
Voicemail
A recorded message when the person does not pick up. Learn more →
Predictive dialer
The system dials numbers in advance, predicting when an agent will be free. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
Customer portal
A secure area of the website where customers track their requests. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
KPI (key performance indicator)
A few numbers that show how a contact center performs: service level, abandoned calls, handle time, and customer ratings. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →
AI voice agent
Talks to callers and resolves simple requests without a human agent. Learn more →
Support tiers
A support tier: tier 1 handles common issues, tier 2 handles complex ones. Learn more →
Contact center quality management
Calls and chats are scored against a scorecard to find mistakes and coach agents. Learn more →
Call queue – callers waiting to be answered
Callers waiting for an available agent. Learn more →
Answering machine detection (AMD)
Tells whether a person or an answering machine picked up an outbound call. Learn more →
Workforce management (WFM)
Workload forecasts and agent shift schedules. Learn more →
Data center
A building with servers, backup power, cooling, and network links. Learn more →
Dual-channel recording
Each speaker is recorded on a separate track. Learn more →
Model fine-tuning
An existing model is trained further on company materials so it speaks the company's language. Learn more →
Power dialer (progressive dialer)
As soon as an agent is free, the system dials the next number on the list. Learn more →

More

More for outsourced contact centers

Erlang calculator Calculates how many agents a project needs to hit a target service level. Learn more New hire onboarding The AI assistant brings new agents up to speed on a project, leaving only the hard parts to a mentor. Learn more Browser softphone Calls right in the browser – remote agents don't need to install anything. Learn more Customer portal Clients check project results and their own customers' inquiries without asking you. Learn more

Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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