Call center that ships answered, qualified, escalated calls.
TL;DR. TechSure runs inbound and outbound voice for production teams. Named agents, recorded calls, transcripts, CRM updates, and senior QA. Standard target is 80 percent of calls answered within 20 seconds, average handle time under 5 minutes, and 4.6 CSAT. We cover US, UK, and EU business hours with optional 24/7.
What kinds of calls does TechSure's call center actually handle?
Inbound and outbound voice for production teams. Inputs are your call queues, your CRM, and your call guides. Outputs are answered, qualified, scheduled, or escalated calls, with the full recording, transcript, and disposition attached to the contact in your CRM.
What we handle, in plain terms
- Inbound sales: qualify, route to AE, or take a message
- Inbound support: tier 1, with tier 2 escalation
- Outbound: appointment setting, follow-ups, renewals, win-backs
- Customer success: onboarding calls, check-ins, QBR prep
- After-hours overflow: voicemail, callback, escalation
- Bilingual: English plus Spanish, French, German, Urdu
A live demo of this discipline's workflow mounts here. Static metrics shown until then.
How does a call flow from ring to disposition?
Four stages, instrumented end to end. Every call has a recording, a transcript, a disposition, and a CRM update. The contact record in your CRM is the single source of truth.
The four-stage flow
- Route. The call enters the queue and is routed by skill, language, and priority. A named agent picks up within the SLA.
- Qualify. The agent runs the call guide, asks the discovery questions, and tags the outcome: qualified, not qualified, callback, escalation.
- Disposition. The agent updates the CRM, books the next step if needed, and sends a recap to the right people via Slack or email.
- QA. A senior reviewer samples calls, scores them against the guide, and gives weekly feedback. The QA pass is the source of the agent rating on the dashboard.
How is the engagement structured, and what does it cost?
Statement-of-work, with a fixed monthly retainer sized to the call volume, the channels, the time zone overlap, and the SLA. We do not bill per call or per minute. The retainer covers the named agents, the senior reviewers, the engineers, the dashboard, and the named account owner.
What the monthly price covers
- Named agents trained on your call guides and CRM
- Senior reviewer for QA and escalation
- A TechSure engineer on the pod, owning the telephony and CRM integrations
- Engagement dashboard with live SLA, AHT, abandon rate, QA score, CSAT
- Monthly review with the named account owner and a TechSure partner
FAQ
Common questions on Call Center
What kinds of calls does TechSure's call center actually handle?
Inbound and outbound voice for production teams. Inputs are your call queues, your CRM, and your call guides. Outputs are answered, qualified, scheduled, or escalated calls, with the full recording, transcript, and disposition attached to the contact in your CRM.
What SLA and quality targets can TechSure commit to?
Standard target is 80 percent of calls answered within 20 seconds, average handle time under 5 minutes, and 4.6 CSAT. We publish your actual numbers on the engagement dashboard, broken down by queue and shift.
What hours do you cover?
Our agents are based in Islamabad, with coverage of 8, 12, 16, or 24 hours a day depending on your SLA. We do not run shifts overnight unless you specifically ask for 24/7 coverage.
Can you handle bilingual or multilingual calls?
Yes. We cover English plus Spanish, French, German, and Urdu out of the box. Other languages are available through a vetted partner agency that we co-train on your guides.
How is quality assured?
Every call is recorded. A senior reviewer samples calls, scores them against the call guide, and gives weekly feedback. The QA score is on the engagement dashboard. If a queue or an agent falls below threshold, we retrain before we reassign.
Have a workflow that needs a team behind it?
Send a brief. We come back in 24 hours with a scope, a price band, and a named engineer.
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