Customer support and phone coverage
Offshore customer support and phone coverage for Australian businesses
Missed calls are missed work. A dedicated support team member answers, logs and follows up, so customers get a person and your team gets the message.
They learn your business, your tone and your systems. They are not a shared call centre.
What they do
- Answering calls in your business name
- Returning missed calls and voicemails
- Answering email and website chat
- Booking appointments
- Logging tickets and enquiries in your CRM
- Following up quotes and feedback
A typical day
7am
Phones open early, before your office does.
9am
Returns overnight voicemails and web enquiries.
12pm
Covers the lunch rush so nobody waits on hold.
3pm
Follows up open quotes from earlier in the week.
6pm
Hands over open tickets to the evening shift or your team.
Questions
Will customers know they are talking to someone offshore?+
Your team member answers in your business name and is trained on your products. We recruit for clear spoken English.
Can they cover after hours?+
Yes. See our 24/7 coverage page for how shifts are set up.
Which phone systems do they use?+
Your own. Most cloud phone systems work from anywhere with a login.
Can they handle complaints?+
They can log and acknowledge complaints and escalate them to your team under your process.
Talk to an experienced HR professional in Australia first.
A 20 minute call with our australian hr team. We ask about your business, tell you honestly what an offshore team member can and cannot do, and give you a price. No obligation.