CX Outsourcing
Customer experience outsourcing for US CX and support teams
Bilingual nearshore teams for US companies whose support operation is judged on resolution rate and on what happens to a customer after a bad week.
16+
Years running customer operations
98%
SLA attainment
2.5M+
Interactions handled a year
24/7
Coverage, including nights and weekends
What is customer experience outsourcing?
Customer experience outsourcing means handing the running of your customer-facing operation to an outside team, and holding that team to the measures you already report internally.
A staffing arrangement is accountable for hours covered and calls answered. A customer experience engagement is accountable for whether the problem was resolved, and whether they stay a customer.
We run those teams in English and Spanish, on US hours, from the Dominican Republic and the Philippines.
What is the difference between CX outsourcing and customer service outsourcing?
Customer service outsourcing answers a volume problem, and customer experience outsourcing answers a quality problem.
The volume problem sounds like calls going unanswered and a queue that keeps growing. Our customer service page covers that work.
The quality problem sounds like satisfaction slipping while every target still gets hit, and somebody upstairs asking why. This page is about the quality problem.
What quality pressure looks like in your reports
Quality pressure rarely breaks a target. Your reports go out on time and the numbers sit close enough to target that nobody looks underneath.
Underneath, a customer explains the problem on chat and explains it again on the phone the next day. An escalation waits overnight because the person who can approve the fix is asleep. All of it lands in one number you already report, which is first contact resolution.
How is customer experience measured on an outsourced team?
Customer experience on an outsourced team is measured against the definitions you already use internally, agreed before launch and reported from the first month.
We agree each one in writing before anyone takes a call. First contact resolution can be counted per contact or per case, and the same month of work produces two different numbers.
We report resolution rate and satisfaction first, and handle time as the cost measure it is.
What is omnichannel customer experience outsourcing?
Omnichannel customer experience outsourcing is running voice, chat, email and social as one operation, where the customer’s history moves between those channels with them.
Whether it moves is a property of your systems. We map them during onboarding: which tool holds the record, which ones talk to each other, and where a handover drops the context. Where we find a gap we tell you before launch and write the escalation rules around it.
What happens to the insight your contacts generate?
Customer experience insights are what your contact reasons add up to once somebody reads them.
Every contact tells you something about your product or your billing, and it ends up as a disposition code nobody opens. We report the handful of reasons driving your volume, which of them can be fixed outside the contact center, and what changed after somebody fixed one.
Our data analytics and business intelligence team builds that reporting where you want it.
Can you outsource customer success as well as customer support?
Outsourced customer success is proactive work, and the part we run today is at-risk contact, win-back and renewals.
Customer support waits for the customer to get in touch. Customer success starts the contact: an agent notices the account has gone quiet, and calls. Our sales and retention page covers that work.
A named success manager owning a renewal number is a different engagement, scoped separately.
How to judge a customer experience outsourcing company
Ask every provider these four questions, including us.
Who owns the quality rubric, and can we change it?
Ask who owns the rubric and whether you can add a line to it. You want the complaint you hear every week to be scored.
Our answer: quality monitoring runs to the COPC framework we are certified against, so the scoring is not invented for your account. You see the same scorecard we do.
How is quality assurance calibrated between your team and ours?
Two teams score the same call and compare. Ask how often, and what happens when they diverge.
Our answer: calls are scored against the standard agreed with you. When a metric moves you hear it from us, rather than finding it in the report.
What happens in a month where the numbers go the wrong way?
Every operation has a bad month. Ask whether you hear it from the provider, or find it yourself.
How much of the reporting is a number, and how much is an explanation?
Ask to see a real report from a month that went wrong. You want the paragraph that says why.
Where are the teams, and what hours do they work?
Our teams are in Santiago, in the Dominican Republic. The working day overlaps yours, so a supervisor can join a call in your afternoon and an escalation does not wait until tomorrow.
Agents are bilingual in English and Spanish, and share enough US cultural reference that a complaint about a billing cycle needs no explaining. Coverage runs to your hours, up to 24/7.
How overnight coverage works
VoiceTeam is headquartered in the Dominican Republic, with our facilities and the bulk of our teams there, and we hold a strategic partnership in the Philippines where we have our own staff on the ground. The Dominican Republic runs on Atlantic Standard Time with no daylight saving, so our day is level with or one hour ahead of US Eastern all year. Overnight cover comes from the Philippines side, on the same measures and the same scorecard.
How is the work kept secure and compliant?
We handle payment details under PCI DSS rules and health information under HIPAA. Access is limited to the agents assigned to your account. Ask for the specifics of your own regulatory regime on the first call.
Where AI fits in the operation we run
AI models sit behind the agent on our accounts rather than in front of the customer.
They surface the right knowledge article while a contact is live, draft the summary so the agent is listening instead of typing, and flag the contacts a supervisor should review. Our own AI team and specialist AI partners build that layer. During onboarding we look at which of your contact reasons a conversational AI could handle and which need an agent, and nothing moves without your sign-off.
What we will not do is put an AI model in the seat and call it customer experience.
The work this runs on
A customer experience engagement is assembled from service lines. These are ours.
Customer service
Inbound and outbound support across voice, chat and email, staffed to your hours.
Tech support
Product troubleshooting and escalation, answered by agents trained on your product.
Chat and email support
The asynchronous channels, handled to the same standard as the phone queue.
Sales and retention
At-risk contact, win-back and renewals, made by agents who know the account.
Back office and operations
The processing work behind the contact: data entry, verification and admin.
Data and business intelligence
Reporting on what your contacts are telling you, built where you want it.
The work looks different in every sector
We run the same measures in every sector. The queue is made of different things.
- Telecom: billing disputes and troubleshooting, at volume.
- eCommerce: a seasonal peak on a known date.
- Healthcare: records under compliance obligations.
- Financial services: regulated, and a wrong answer is expensive.
- Law firms: judged on the first call.
- Technology: judged on whether the answer was right.
How does a CX engagement start?
A CX engagement starts with a conversation about what you already measure and what you already know is wrong.
From there we scope a pilot on one queue or one shift, with the definitions agreed. We would rather agree a ramp you can defend than a fast one you have to explain later.
Frequently asked questions
What is CX outsourcing?
CX outsourcing is running your customer-facing operation with an external team that is held to the customer experience measures you already report internally, rather than to hours covered.
What is the difference between customer experience outsourcing and customer service outsourcing?
Customer service outsourcing answers a volume problem: who picks up the phone, on which channels, at what hours. Customer experience outsourcing answers a quality problem: how the operation is measured, governed and improved. Most engagements include both.
What does customer experience outsourcing cost?
Cost depends on the hours you need covered, how specialized the work is, and how predictable your volume is. Work out your current cost per contact first, including recruitment, repeat training, supervisor time and the contacts you are not handling at all. Our cost of ownership calculator does it for your own operation.
Where are VoiceTeam's teams based?
Our teams are in Santiago, in the Dominican Republic, working US hours in English and Spanish. That is where our facilities and the bulk of our teams are, and we hold a strategic partnership in the Philippines where we have our own staff on the ground.
Do agents work in US time zones?
Yes. Coverage is set to your hours, including evenings and weekends, and up to 24/7 where the volume needs it. Overnight cover comes from our Philippines partnership, where we have our own staff on the ground.
Are agents bilingual in English and Spanish?
Yes. Agents are bilingual in English and Spanish.
What is omnichannel customer experience outsourcing?
Omnichannel customer experience outsourcing is support across voice, chat, email and social where the customer’s history moves between channels with them. Whether it moves depends on your CRM, ticketing tool and telephony. We map those during onboarding and tell you before launch where a handover would drop the context.
Can you outsource customer success as well as customer support?
Yes, for the proactive work: at-risk contact, win-back and renewals, run by agents who know the account. A named success manager owning a renewal number is a different engagement, scoped separately.
What measures will you report, and how often?
Measures agreed with you before launch, defined the way you define them internally, and reported monthly from the first month. Typically first contact resolution, customer satisfaction (CSAT), quality assurance scoring against your rubric, and handle time.
Is outsourced customer experience secure and compliant?
We handle payment details under PCI DSS rules and health information under HIPAA, and quality monitoring runs to the COPC framework we are certified against. Access is limited to the agents assigned to your account. If you are in a regulated sector, ask for the specifics early.
What is the smallest engagement you will run?
One queue or one shift. Many engagements start with a single queue under pressure and grow from there.
Say Talk to us about what your numbers are telling you
Bring us a month your report cannot explain. We will tell you what we would look at first.
