Explore the full range of solutions Helpware divisions provide:
Helpware supports 400+ brands across 19 global locations, combining trained teams, AI-enabled workflows, multilingual delivery, and flexible capacity to scale support consistently across channels and markets.
Teams, workflows, technology, and quality controls work within one operating model to improve service consistency, operational efficiency, and performance across programs.
A fully managed support model brings people, workforce management, QA, training, technology, and delivery infrastructure under one operating structure.
Intent detection, AI-assisted knowledge retrieval, automated workflows, skill-based routing, and structured escalation give agents the context and next-best action they need to resolve more issues without unnecessary transfers or repeat contacts.
AI-assisted QA, real-time monitoring, structured coaching, and performance management embedded across the support operation maintain consistent service quality across channels and growing volumes.
Support built around customer context, empathetic and clear communication, effective resolution, and 24/7 coverage in your customers’ preferred language strengthens satisfaction, loyalty, and long-term value lifetime value.
Data minimization, defined retention periods, layered security controls, and user data rights are built into personal data management and processing.
Encryption, controlled access, and continuous security monitoring protect health information across systems and support operations.
Strict access controls, security monitoring, and defined confidentiality requirements protect client data across on-site and remote operations.
Payment data controls, secure processing and storage and restricted access protect cardholder information throughout the payment workflow.
Use individual services or combine multiple functions within one operating model aligned with your tools, processes, SLAs, and performance targets.
Trained teams manage orders, billing, refunds, account changes, and everyday customer inquiries across defined workflows, maintaining 24/7 coverage and resolving more issues without unnecessary transfers or escalation.
Shared customer context connects chat, email, phone, and social channels, allowing conversations to move between touchpoints without losing history and reducing the need for customers to repeat information.
Tiered technical support manages troubleshooting, product issues, and defined escalations against your playbooks, resolving routine cases while directing issues that require deeper expertise to the appropriate technical teams.
Journey analysis, QA, workflow redesign, technology integration, and AI drive improvements across routing, automation, service quality, and cost to serve.
Teams handle customer interactions with a clear understanding of industry specifics, customer expectations, and operating requirements, applying the context needed to manage each case effectively.
Onboarding, customer success, proactive outreach, renewals, and retention programs keep customers engaged throughout the lifecycle, strengthen ongoing relationships, and reconnect with accounts when activity declines.
Customer support built around the workflows, service expectations, and operating requirements of each industry, with trained teams handling customer interactions while internal teams stay focused on core business priorities.
Compare hourly rates, first-year and recurring cost per agent across Helpware locations, with savings measured against a U.S. in-house benchmark.
Experienced teams, proven technology, and established CX practices enable consistent service that meets customer expectations across every interaction.
Independent industry recognition reflects the quality of our service, company culture, growth, and the results we deliver for clients.
Across 19 global hubs. we tap into diverse talent markets and scale delivery capacity as demand grows.
Engaged teams stay longer, building deeper knowledge, stronger customer context, and greater consistency across every interaction.
A reliable partnership built on ownership and shared goals that keep delivery aligned as your business evolves.
industry awards
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We use AI to accelerate routine work and improve accuracy, while trained agents remain central to complex cases that require expertise, judgment, context, or empathy. This balance keeps support efficient without removing the human role from critical customer interactions.
AI chatbots cover the majority of Tier 1 requests without human agents' involvement.
Recognizes customer intent and applies smart routing, so support starts before customers even ask.
Forecasts support demand and dynamically adjusts staffing and SLAs during surges.
Analyzes past interactions to identify “at-risk” customers and triggers retention actions.
Navigate complex and sensitive situations, interpreting underlying context to respond appropriately.
Use judgment to balance policy, customer context, and the right resolution path.
Adapt tone and phrasing to align with cultural norms and expectations across different regions.
Listen closely, understand the concern behind every customer request, and provide thoughtful, empathetic support.
With deep experience in customer support outsourcing, we’ve supported more than 400 businesses worldwide with scalable service models designed to strengthen performance and support growth.
Healthtech
A leading healthtech platform consolidated its support operations, improving first-contact resolution by 33% and reducing average handle time by 44% in 90 days.
Automotive
A transportation company scaled critical support operations while maintaining 100% SLA attainment and 99.9% staffing accuracy.
Ecommerce
A leading online marketplace improved QA performance to 95% through structured coaching and targeted support optimization, creating more consistent service across teams.
Together, we define goals, service standards, compliance requirements, operating hours, SLAs, KPIs, and expected volumes to establish a clear delivery model and measurable performance targets.
Our recruitment teams source people with the skills, experience, and language capabilities your program requires. We define team structure and capacity before launch, then adjust staffing as demand changes.
Agents train on your products, workflows, systems, knowledge base, and communication standards through guided practice and scenario-based exercises. Our teams also configure the required tools and integrations before go-live.
Operational teams monitor service levels, quality, workforce performance, and recurring gaps. Managers use coaching, reporting, WBRs, and QBRs to address issues and keep performance aligned with agreed targets.
Quality reviews and performance analysis identify gaps across workflows, training, automation, and staffing. Teams use those findings to adjust processes, strengthen service quality, and improve operational performance over time.
Customer service outsourcing is when businesses hire BPO companies to handle their customer requests, complaints technical troubleshooting, and more. Types of customer support typically include phone support (inbound and outbound calls), email support, live chat support, social media support, technical support, and self-service support.
Helpware’s hourly rates in this comparison range from $9.93 to $19.59 per agent, depending on the delivery location. Annual cost per agent ranges from approximately $20,654 to $40,747 on a recurring basis.
Helpware reduces customer support costs by approximately 55.9% to 77.2% compared with the U.S. in-house benchmark of $90,682 per agent annually, depending on the delivery location.
Helpware’s cost covers the outsourced delivery model under one rate. The comparison also separates recurring annual costs from one-time setup and recruiting expenses, giving buyers a clearer view of ongoing support costs versus U.S. in-house operations.
Yes, it is. Our partners turn to us for dedicated customer service, combined with customer experience consulting and AI tools integration. Our BPO customer service solutions help brands optimize support workflows, improve engagement, and deliver personalized experiences that improve satisfaction, efficiency, and long-term loyalty.
Outsourced support services have many advantages compared to managing an in-house team of CSRs. Hiring a dedicated support team saves big sums of money because a customer service company recruits a cost-effective workforce without compromising quality. If you outsource customer service, it frees up your time to focus on other important things. Additionally, customer support outsourcing provides specialized expertise and enables your business to scale effortlessly.
Since our foundation in 2015, we have expanded to 19 locations on four continents, including the United States, the Philippines, Mexico, Germany, Poland, Albania, Georgia, Ukraine, Uganda, and more. Our successful hub-and-spoke model enables us to provide our customer support outsourcing services from any location where we can open a legal entity. We are flexible and agile enough to serve clients globally.
Helpware combines industry experience, advanced capabilities, rigorous quality control, and skilled talent to deliver enterprise-grade support. What sets us apart is a tailored approach: instead of forcing clients into standardized delivery models, we design each program around its specific goals, workflows, customers, and operating requirements.
Contact us, and we’ll schedule a meeting to discuss the details of outsourcing customer support outsourcing services to us. Together, we’ll choose the most suitable model of cooperation, determine the number of outsourced customer support agents, and choose the necessary technology to meet your goals.
What Our Partners Are Saying
At our core, we’re more than just a customer support outsourcing company—we’re a partner dedicated to your success.
“Helpware's consistent performance has been a significant help to the client, delivering 500 agents offering excellent call center services per day. The team has met the vast requirements despite the project's size and scope. Overall, the partnership has been a fruitful one.“
Chris Newton
Project Manager, NIC Virginia
“Helpware has been a great partner for anyone looking for a small to mid-side BPO with multiple locations around the globe. I have really appreciated their transparency and adaptability in working with us as we scale our operations. They have a strong leadership team that proactively ask for feedback in order to improve week over week.“
Cameron Ryther
Vendor Manager, Samsara
“Helpware continues to be amazing! Our Onboarding agents have proven to be capable of anything and embrace change and new initiatives with a smile. In the last 2 years, I have gotten a chance to get to know each one of them and learn their specialties as they interact with our SquadLocker customers.”
Maria Maidana
Senior Customer Success Representative, SquadLocker, INC
"The Helpware team is enthusiastic, contentious and action-oriented. They are highly motivated to assist us in whatever form necessary, and they always help us on time and with immense enthusiasm. The agents are bright, curious and driven, and it’s been my experience that everyone on the Helpware team cares deeply about the customer’s experience. I am consistently impressed by their resilience, kindness and caring in addition to their bias to action, which is a DoorDash core value as well! I’m thrilled to be partnering with them and I highly recommend Helpware as a customer support solution provider."
Lauren Bundy
Customer Experience Manager, Chowbotics by DoorDash
"Helpware has consistently exceeded expectations, maintaining net retention of about 70%, which is 20% more than originally planned. The team manages the project excellently, clearly outlining their progress regularly. They’re a proactive partner who takes a thorough approach to their work."
Maya Latimore
Former Senior Manager of Partner Success, Headspace Inc.