Customer expectations are higher than ever, and startups as well as growing businesses often struggle to deliver fast, affordable, and reliable customer service. Hiring and training an in-house team is costly and time-consuming, while poor support can damage your reputation and customer retention. At Switch 360, we provide 24/7 multichannel customer support outsourcing that scales with your business. Our trained agents manage calls, live chat, social messaging, and email support with full CRM integration, knowledge-base setup, and transparent SLAs. The result: reduced costs, faster response times, improved CSAT, and the ability to grow without increasing overhead.
What We Do
Our customer support outsourcing services are designed to cover every touchpoint of the customer journey. We provide:
Inbound Call Handling – We answer billing questions, process order updates, and provide basic technical assistance, ensuring your customers get the right help on the first call.
Live Chat & Messaging Support – Our agents manage website chat, WhatsApp, and social messaging platforms like Facebook Messenger, keeping response times short and customers engaged.
Email Ticketing and Escalation – We handle email inquiries with SLA-based escalation rules, so important tickets are never missed and are routed to the right teams quickly.
CRM Integration & Knowledge Base Setup – We integrate with tools like Zendesk, Zoho Desk, Freshdesk, and HubSpot to make support seamless. Our team also helps maintain and update your knowledge base for consistent answers.
Multilingual Support – Our team offers support in English, Urdu, and other local languages, helping you connect with a diverse customer base. We also provide after-hours coverage to keep your business always available.
By outsourcing customer service to Switch 360, you gain a flexible, professional support team without the overhead of in-house hiring and training.
How It Works
We follow a transparent and structured onboarding process to ensure your customer support is seamless from day one:
Discovery & SLA Definition – We work with you to map your support workflows, identify KPIs, and define SLAs that match your business goals.
Setup & Integration – Our tech team integrates your CRM, helpdesk, or ticketing tools and configures routing rules, escalation paths, and reporting dashboards.
Recruit & Train Dedicated Agents – We recruit agents tailored to your industry, train them on your processes, and provide access to a structured knowledge base.
Pilot & Quality Assurance – Before going fully live, we run a pilot phase with real interactions, monitor performance, and refine processes based on QA feedback.
Scale & Ongoing Reporting – Once live, we scale your dedicated team as needed, track KPIs, and share transparent monthly reports on performance, CSAT, and SLAs.
This proven approach ensures smooth onboarding, consistent quality, and the flexibility to adjust as your support needs grow.
Tools & Coverage
Our outsourced customer support teams are equipped with the right tools and coverage to handle diverse business needs:
Channels: Phone support, Live Chat, Email, WhatsApp, and Social Media Messaging
CRMs & Helpdesks: Zendesk, Freshdesk, Zoho Desk, HubSpot, and custom platforms
Languages: English, Urdu, and regional language support for specific markets
Coverage Models: Business hours support, after-hours support, or full 24/7 coverage
This multichannel and multilingual approach helps you provide customer support that is always available, consistent, and aligned with global standards.
Results / Case Study
Our approach has already delivered strong results for clients across industries.
Client: Mid-size e-commerce retailer
Challenge: Customers experienced long wait times and low satisfaction due to delayed responses.
Action: We introduced chat-first support, integrated Zendesk, trained agents in product-specific FAQs, and implemented SLA-based routing.
Result: Average response time reduced from 6 hours to under 30 minutes, and CSAT scores improved by 18% within three months.
This case shows how outsourcing customer service can create measurable improvements in customer satisfaction while lowering operating costs.
Why Switch 360
Businesses choose Switch 360 for customer support outsourcing because we combine local expertise with global processes. Our differentiators include:
Local Presence with Global Standards – Based in Pakistan, serving clients worldwide.
Flexible SLAs and Transparent Reporting – Full visibility on performance metrics and ticket handling.
Dedicated Account Manager – One point of contact for smooth communication and accountability.
Data Security & NDA Compliance – We prioritize data privacy and sign NDAs with every engagement.
Scalable Teams – Add or reduce support agents quickly based on business demand.
With Switch 360, you’re not just outsourcing a task — you’re gaining a trusted partner in customer success.
Pricing & Engagement
We understand that every business has unique needs, so our customer support outsourcing pricing models are flexible:
Pilot Projects – Start small and test with a short-term pilot before scaling.
Monthly Retainers – Predictable costs for ongoing support.
Dedicated FTE Model – Hire full-time dedicated agents trained exclusively for your business.
Pricing depends on the number of agents, coverage hours, and service complexity. Get in touch to receive a tailored proposal.
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FAQs
How fast can you onboard?
We can onboard a customer support outsourcing project within days. Our team quickly maps your workflows, sets up CRM integration, and trains dedicated agents so you get fast implementation without downtime.
Do you provide 24/7 support?
Yes, we provide 24/7 customer support outsourcing across phone, chat, email, and social messaging. This ensures your customers receive help anytime, anywhere.
Which CRMs do you integrate with?
Our outsourced customer service teams integrate with leading CRMs and helpdesks including Zendesk, Freshdesk, Zoho Desk, and HubSpot. We also offer custom integration for your preferred system.
How do you ensure quality and training?
We maintain high standards through structured training programs, call monitoring, QA checklists, and CSAT tracking. Each customer support agent receives ongoing training to keep service quality consistent.
Can you handle technical support?
Yes, our outsourced customer support services include tier-1 technical support. We train agents on your product knowledge base and escalate complex issues to your in-house specialists when needed.
Do you sign an NDA and secure data?
Absolutely. We sign NDAs with every customer support outsourcing engagement and use strict data security protocols to protect sensitive customer information.