Outsourced support, explained clearly
Thinking about outsourcing your customer support? Here are straight answers to the questions we hear most, exactly what a ClearLine program includes, and a plain-English glossary of the metrics we report on.
The questions brands ask us most
New to outsourcing support, or comparing partners? Start here.
What does an outsourced support team actually do?
We become your customer-support team without you having to hire, train and manage one. Our agents answer your customers' calls, chats, emails and social messages in your brand's voice, work inside your help desk and tools, and hit the quality and speed targets you set — while you keep full visibility and control.
How quickly can you launch a team?
A focused program can go live in two to four weeks. We map your workflows, build a knowledge base, train agents in our CX Academy on your product and voice, then start small and ramp as quality holds. Larger or 24/7 programs take a little longer to staff and secure.
Will your agents sound like part of our company?
Yes — that's the point. Agents are trained on your brand voice, tone and policies, work under your help-desk identity, and represent you, not us. Customers experience one seamless team. You approve macros, scripts and escalation rules before anyone goes live.
How do you keep our customers' data secure?
ClearLine is SOC 2 Type II audited, PCI DSS Level 1 compliant and ISO 27001 certified, with HIPAA-trained teams for healthcare. Agents work in locked-down environments with role-based access, and we sign the DPAs and BAAs your compliance team needs. See our Security page for detail.
Which channels and languages do you cover?
Phone, email, live chat, SMS, social DMs and review responses — unified in your help desk. We offer 24/7 coverage and multilingual support, including fluent English–Spanish from our nearshore hub and additional languages from our global sites.
How is pricing structured?
Most programs are priced per dedicated agent (FTE) per month, which keeps costs predictable as you scale. For spikier volume we also offer per-hour and per-resolution models. We'll recommend the structure that fits your volume and margins in your proposal.
Can we start small and scale up?
Absolutely, and most clients do. We often begin with after-hours or overflow coverage, prove the quality, then expand channels, hours and headcount from there. You can flex staffing up for peak seasons and back down afterwards.
How do you measure and guarantee quality?
Every program has an independent QA layer scoring interactions against your rubric, plus live CSAT, resolution and response-time dashboards. We agree service-level targets up front and review performance with you every week — see the glossary below for the metrics we track.
What every ClearLine program includes
No matter the size of the program, these come as standard — because good support is a system, not just a headset.
Dedicated agents
A team trained on your brand, product and tone — not a shared pool answering ten companies at once.
Custom knowledge base
We build and maintain the macros, articles and workflows your agents answer from, so replies stay accurate and on-brand.
Independent QA
Every program is scored against a rubric you approve, with coaching built in to keep quality climbing.
Service-level targets
Agreed response, resolution and CSAT targets, tracked live and reviewed with you every week.
Weekly reporting
CSAT, resolution and voice-of-customer insight in a recurring review — support as a signal, not a black box.
Security & compliance
SOC 2 Type II, PCI DSS and HIPAA-ready handling, with the DPAs and BAAs your compliance team needs.
The numbers we report on, in plain English
Every program comes with live dashboards and a weekly review. Here's what the acronyms actually mean — and why each one matters.
Still have a question about outsourcing support?
Our solutions team answers real questions from real brands every day. Tell us what you need — we'll point you the right way.