Voice, chat, and email support
ServicesOperations & Support
BPO & Outsourcing
BPO & Outsourcing that earns its keep.
Multilingual, multi-channel customer experience and back-office teams, staffed by trained specialists, governed by SLAs, and continuously improved through QA and analytics.
ops / client time zones
24/7India
08:42
ISTUK
13:42
GMTUS East
18:42
ESTshift coverage · 24h
0006121824
Always-on telemetryEval-first deliverySenior team only
Inside the engagement
What you get when you hire us for bpo & outsourcing.
Ideal for
Brands scaling support, operations, or new-market entry.
Back-office and data operations
Quality assurance & training programs
Workforce management & forecasting
Reporting & continuous improvement
Why TeleMatrix for this
The reasons teams pick us for bpo & outsourcing.
Senior team leads on every shift. Multilingual where you need it.
QA framework with real audit trails. Quality measured per agent, per ticket, every week.
Workforce management built around your forecast, not ours. Cost-to-serve goes down.
Tooling integration with your stack: Zendesk, Salesforce, Freshdesk, custom CRMs.
Isolated workspaces, MFA, audit logs and NDAs on every engagement.
Stack we ship with
Vendor-neutral. Senior in every layer of your stack.
A representative slice of the tools we use for bpo & outsourcing. We meet your platform where it lives, and we work with many more.
Zendesk
Freshdesk
Salesforce Service Cloud
HubSpot Service
Intercom
Twilio
Genesys
Aircall
Notion
Slack
Microsoft Teams
Datadog
Engagement timeline
From the first call to a system that runs.
A typical engagement looks like this. Faster, slower, or parallel tracks are all on the table when the work demands it.
Onboard
Brand voice, knowledge base, escalation paths, security setup.
Pilot
Trained pilot team handles a controlled volume with QA gates.
Scale
Ramp coverage to target SLAs with weekly QA and CSAT reporting.
Improve
Continuous improvement against SLAs, CSAT, and cost-to-serve.
How we run the work
Five phases. Same discipline, every engagement.
Discover
Goals, constraints, and the metric we're moving, locked in week one.
Plan
Architecture, scope, and a sprint plan you and your stakeholders can read.
Build
Senior teams ship in tight sprints. Demos every Friday, no surprises.
Launch
Hardening, eval, rollback plan, comms · a real launch, not a release note.
Operate
We measure, iterate, and keep the system improving long after handoff.
Outcomes
The targets we work towards.
Typical targets for bpo & outsourcing work, not guarantees. Your numbers will depend on starting point and scope. We agree the success metric in week one and report weekly against it.
- Business metrics, not vanity metrics. Reported weekly.
- Eval / QA gates every release.
- Auditable, regulator-ready when needed.
24/7
coverage
90+
CSAT target
-25%
average cost-to-serve
less than 2 min
first response on chat
FAQ
Questions teams ask before they pick us.
Don't see your question? Email support@telematrixglobal.com or message us on WhatsApp.
Voice, chat, email, social, SMS, WhatsApp. Multilingual on most.
Related capabilities
Pairs well with
Let's build
Ready to engineer the next chapter of your business?
Tell us where you are, where you want to go, and the deadlines you cannot miss. We'll respond within one business day with a clear next step.
Direct line
support@telematrixglobal.com
+91 79808 07674
Office hours
Mon to Sat · 09:00 to 19:00 IST
Support runs 24/7.