Frequent questions, concrete answers.

Between 4 and 8 weeks, depending on flow complexity, channels and volumes. We start with a one-week scoping phase, followed by operational design, team training and a pilot phase.

We work with three pricing models: agent-hour (stable operations), volume package (campaigns) or per-contact (low-frequency support). After the free audit we present the most economical option for your case.

Each operation has a dedicated Quality Manager performing daily audits (min. 5% of interactions), weekly calibration sessions, and a monthly continuous-improvement plan. KPIs are shared in real time through a contractual dashboard.

We operate natively in Portuguese, Spanish, French, English, Italian and German. For specific needs we mobilise linguists in 6 additional languages (including Dutch, Polish and Arabic).

We integrate via REST API, native connectors (Salesforce, HubSpot, Zendesk, Freshdesk, Microsoft Dynamics) or webhooks. For proprietary CRMs we design a custom integration layer during onboarding.

Above 250 agent-hours/month we offer 100% dedicated teams. Below that volume we use sector-specialised pools to keep cost competitive without losing quality. In both models agents are trained on your procedures.

Typical SLAs include: 80% of calls answered within 20 seconds, abandon rate below 5%, FCR above 75%, CSAT above 4.3/5. We apply penalties up to 5% of the monthly invoice for non-compliance.

We maintain a 20% operational reserve on top of the contracted headcount, activatable within 48 hours. For predicted peaks (Black Friday, launches) we ramp up in 4 to 6 weeks, preserving the quality curve through anticipated cross-training.

We operate under GDPR with a signed DPA (Data Processing Agreement) in every contract. Environments are segmented per client, with access audits, encryption at rest (AES-256) and in transit (TLS 1.3), and mandatory annual data-protection training for all teams.

Contracts have a minimum initial term of 12 months to amortise onboarding investment. After that you can terminate with 60 days' notice. In case of serious breach on our part, you can terminate without penalty.

Yes — we encourage visits. You can schedule a visit to our facilities in Vila Cova de Barcelos to meet the team, observe ongoing operations and validate the processes. Visits are always escorted by your account management team.

You receive a real-time dashboard (web access), a weekly KPI report with qualitative analysis, and a monthly 60-minute Business Review (in person or online) with your account team. Quarterly we present a strategic analysis with operational recommendations.