Industry
Contact centres: capacity that follows the campaign
In a service operation, the platform is the business. We work with in-house and outsourced contact centres on what determines their margin: elastic capacity, audio quality, reliable metrics and supervision that actually works.
- Seats that scale up and return to baseline when a campaign closes
- Indicators calculated on your operation, not estimated
- Live supervision with monitoring, whisper and barge-in
What we solve
Common challenges in the sector
Rigid capacity
A new campaign needs extra seats that later sit idle, but the contract was already signed for the year.
Inconsistent audio quality
Complaints about choppy audio that nobody can diagnose, because there is no visibility of the network or the platform.
Numbers that don't match
The platform report, the supervisor's report and the end client's report show different figures for the same period.
Remote agents without control
Working from home was solved in a hurry and was left without supervision, without uniform recording and without access control.
What's included
How we approach it
A platform sized per campaign
Seats that are switched on and off with each campaign's cycle, with the configuration ready in advance.
A network that prioritises voice
Quality of service for voice traffic, redundant links and audio quality monitoring at the operating site.
A single source of indicators
Reports generated from the platform's data, with agreed definitions so nobody argues about the number.
Remote agents to the same standard
The same encryption, the same recording and the same supervision as on site, with access control per device.
Frequently asked questions
Frequently asked questions
Can we scale up and down by season?
Yes. Seats follow the campaign cycle; the terms for adjusting them are set in the service contract.
How is audio quality ensured?
With quality of service on the network, continuous monitoring of call quality, and diagnosis from the platform's own data when a complaint comes in.
Can agents work from home?
Yes, with the same encryption, recording and supervision as on site, and with access control per device.
Do you integrate with the end client's systems?
Yes, via API or through the standard connectors available. The scope is defined in the assessment of each operation.
How are recordings audited?
With role-based access, an access log and the evaluation criteria your quality team defines.
Ready to review your operation with us?
Book a no-cost assessment. We review your current setup, identify what is worth solving first and hand you a proposal with an agreed scope and timeline.
We reply during business hours from Mexico City.