Inbound Customer Support for UK/US Teams
Delivered from Lagos State, Nigeria. Start with a 2–4 week pilot, prove KPIs, then scale. We operate inside your tools—no replatforming required.
Best fit: inbound call handling • customer enquiries & account support • ticket logging & follow-ups • overflow coverage • (optional) appointment booking.
Services
Voice-first inbound support with clean documentation, escalation discipline, and reporting. Extend to email/chat if needed.
Inbound Call Handling
Customer calls answered to your tone and rules, with accurate notes and clear next steps.
Customer Enquiries & Account Support
FAQs, account updates, status checks, troubleshooting scripts where provided, and customer reassurance.
Ticket Logging & Follow-ups
Convert calls into clean tickets, categorise correctly, and follow up through your workflows.
Overflow & Peak Coverage
Backup coverage during peak hours, seasonal surges, and backlog reduction.
Email/Chat Extension (Optional)
Macros, knowledge base usage, and SLA-aligned responses (optional add-on to voice).
Appointment Booking (Optional)
Scheduling, confirmations, reschedules, and reminder workflows (offered as an add-on).
We work inside your tools
You keep your existing stack. We operate securely inside it with least-privilege access and documented processes—no forced replatforming.
Least-privilege access
Agents get only what they need (tickets, notes, call handling). Admin rights remain with your team.
Fast onboarding
Scripts + KB → sandbox practice → shadowing → assisted go-live → independent handling with QA.
Clean escalation
Clear rules for what escalates, how it escalates, and what notes are required in every handoff.
How a pilot works
A pilot is designed to be small, measurable, and easy to stop if it’s not a fit.
Discovery
Top contact reasons, volumes, hours, KPIs, escalations, and tooling confirmed.
Access & Training
Least-privilege accounts + scripts + KB + roleplays + sandbox practice.
Go-Live
Shadow → assisted → independent handling with team lead oversight.
QA & Reporting
Weekly KPI report + QA scoring + calibration + coaching loop.
Scale or Exit
Scale to monthly coverage, extend pilot, or exit cleanly with offboarding.
Security & compliance basics
Practical controls UK/US buyers expect. We align to your procurement checklist and follow your call recording policy.
Least privilege + offboarding
Access register, role-based permissions, and fast offboarding for leavers.
MFA/SSO where available
We enable MFA and follow your SSO process whenever supported.
Device controls
Screen lock rules, restricted downloads, and no shared credentials.
Managed devices (recommended)
Production handling on company-managed devices only.
NDA + confidentiality
Staff confidentiality terms supported; NDAs and DPAs available if required.
Call recording via client tools
Recording, consent scripts, and retention follow your policy and tool settings.
Packages
Start small. Prove performance. Then scale coverage and capability.
Pilot (2–4 weeks)
Low-risk validation
From £10–£12/hr per agent
- 1 queue / 1 workflow
- Client tools only
- Team lead oversight
- QA scorecard + weekly report
- Scale/exit decision at end
Standard (Monthly)
Ongoing coverage
From £8–£10/hr per agent
- Inbound support + ticket follow-ups
- Team lead + QA coaching loop
- Weekly + monthly reporting
- Escalation matrix + SOP adherence
- Hours by schedule (UK/US)
Premium (Monthly + SLA)
Scale + insights
From £12–£15/hr per agent
- Multi-queue + extended hours (as agreed)
- Dedicated QA + trainer
- Advanced reporting + VOC insights
- Calibration sessions + CI plan
- Security upgrades if required
Operational readiness
Reliability-focused operations designed for business continuity and consistent service quality.
Connectivity
Primary internet: Starlink. Backup/failover options: 5G + fiber where available.
Power continuity
6.5kVA generator + 10kVA full solar system (UPS/inverter support) for stable operations.
Agent setup
Noise-cancelling headsets and a supervised floor process. Call recording handled via client tools.
“As a UK-based company, we needed a dependable customer service partner that could handle customer calls and enquiries with professionalism and accuracy. ES Contact Ops 360 delivered exactly that. Their team in Lagos onboarded quickly, followed our scripts and processes, and maintained excellent service levels. They respond fast, adapt to changes, and provide consistent updates and reporting. We’ve seen improved response times and a better overall customer experience since partnering with them.”
FAQ
The questions buyers ask before approving a pilot.
Do you work inside our tools?
Yes. We prefer to use your ticketing/CRM/contact center stack and follow your workflows. We request least-privilege access and keep admin rights with your team.
Can we start small?
Yes. We recommend a 2–4 week pilot: 1 queue / 1 workflow, defined contact reasons, and clear KPIs. If it works, we scale.
Will you troubleshoot or just triage?
We start with triage + first response during the pilot, using your scripts/knowledge base. After calibration and approval, we can expand to basic troubleshooting that you document and sign off.
Do you record calls?
We record via your tools if you require it. Consent scripts and retention follow your policy and local requirements.
Where are you located?
Delivery from Lagos State, Nigeria. UK and US coverage is provided by schedule.
Request a pilot plan
Tell us your top contact reasons, volumes, hours, and preferred tools. We’ll reply with a simple pilot outline.
Direct contact
Email: sales@escontactops360.com
WhatsApp: +44 7355 240441
Delivery: Lagos State, Nigeria
Coverage: UK/US by schedule
Primary domain: escontactops360.com