Our technical support call center serves 400+ companies as one AI-augmented, human-led operation model that resolves 80%+ of issues on first contact with 90% CSAT.
Explore the full range of solutions Helpware divisions provide:
Explore the full range of solutions Helpware divisions provide:
Our technical support call center serves 400+ companies as one AI-augmented, human-led operation model that resolves 80%+ of issues on first contact with 90% CSAT.
Trust your technical support call center to us and immediately see the difference. Our trained agents speak your product fluently, AI routes by tier, and call quality remains high across regions.
No need to spend your budget building an in-house tech support team. We handle hiring, the call stack, and daily ops.
Your gain:
Lower fixed overhead, faster ramp for product launches, more budget freed for core activities.
AI copilot surfaces playbooks the second a call connects. Agents diagnose, fix, and close tickets effortlessly.
Your gain:
Shorter calls, lower per-call cost, higher support call team productivity.
Tech support teams resolve recurring technical issues through structured troubleshooting flows.
Your gain:
Lower escalation pressure, cleaner workflows, reduced support bottlenecks.
Every call gets QA-scored against your standards. We coach in real time, not after the customer drops off.
Your gain:
Tone holds across shifts, brand voice stays intact, escalation rates drop steadily.
We are fully compliant with all necessary data protection protocols and implement advanced security measures across our operations. This approach reduces compliance risks, simplifies audit processes, ensures transparency, and increases customer trust in highly regulated and sensitive environments.
We enforce strict access controls, ensuring security and confidentiality across on-site and remote teams to maintain the integrity of client data.
We collect only necessary personal data, retain it for defined periods, implement multilevel security, and provide full user control over it.
We safeguard protected health information through end-to-end encryption, secure access protocols, and real-time threat detection.
We secure payment data throughout processing and storage, continuously monitoring our systems to identify and address potential risks.
Our technical support teams, backed by AI tools, provide 24/7 tech support services or product issues and account requests, creating a smoother experience for your users.
Support across account, product, and technical issues—from quick fixes to complex engineering escalations.
Users get expert guidance on integrations, permissions, onboarding, and workflow problems.
Profile changes, permissions, and account recovery handled securely across all customer requests.
Agents walk new customers through installation, setup, and first-use questions across products.
Our agents professionally resolve payment failures, renewals, refunds, and subscription questions.
Customers get expert guidance on device setup, warranty claims, and product troubleshooting.
From SaaS companies expanding globally to fintech teams handling nonstop tickets, we align staffing, workflows, and escalation paths with your operational targets.
During major product releases, configuration issues and API errors flood support queues and pull engineers from roadmap work. Our technical support team manages escalations and triages complex cases through improved workflows. Engineering backlog stays stable through release cycles.
When transaction volumes surge, customers need fast answers on payment failures, account access, and verification issues. Our technical support call center handles frontline inquiries and routes sensitive cases through defined escalation paths. SLA performance remains stable under peak demand.
As patient volumes increase across regions, support teams must resolve technical questions accurately and consistently. Our specialists follow standardized workflows and quality controls across channels. Resolution quality remains consistent across service locations.
Promotional campaigns drive sudden increases in order issues, account questions, and product troubleshooting requests. Our technical support teams expand coverage and manage escalations without disrupting service levels. Queue times stay predictable during peak sales periods.
Get ROI projection for current support needs.
-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
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-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
Shared Team Leader
Shared L&D Specalist
Shared QA Specialist
Account Executive by default
Shared Ops Delivery Manager
Admin/Finance/Legal support for the agents by default
1-2 Dedicated Team Leaders
Shared L&D Specialist
Shared to 1 Dedicated QA Specialist
Shared Ops Manager
Account Executive by default
Admin/Finance/Legal support for the agents by default
Shared Real Time Analyst
2-5 Dedicated Team Leaders
0,5 to 1,5 Dedicated L&D Specialists
1-2 Dedicated QA Specialists
Up to half of a dedicated Ops Manager
Account Executive by default
Admin/Finance/Legal support for the agents by default
1 Dedicated Real Time Analyst
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*These projections are estimates for informational purposes only and do not represent a formal offer. Contact us for a personalized quote.
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AI does not replace human judgment on a complex tech call. We tune the split so AI takes speed and pattern matching while agents own diagnosis, escalation, and customer empathy. The result is faster resolution without losing the human read that tech support actually needs.
Surfaces troubleshooting playbooks the moment a call connects, so AHT stays inside target.
Routes inbound calls to the right tier and skill from the first second, cutting transfer delays.
Scores every call against compliance, tone, and resolution standards in near real time without lag.
Pulls product docs and prior resolution patterns onto the agent's screen before they reply.
Listen through frustrated tech moments and work the problem without rushing the customer.
Follow the ticket from first call to resolution, no matter how many escalations land along the way.
Decide when to escalate, work around, or hold the line, based on context AI alone misses.
Speak your product the way your team would, across regions, languages, and shift handoffs.
We align on tier definitions, SLAs, AHT and FCR targets, escalation routes, and compliance needs. Capacity plans hold from launch day.
We recruit agents with product-relevant backgrounds. Tier 1, 2, and 3 staffing matches your call mix.
We build product knowledge bases based on your technical documentation. Agents pass simulated calls before going live.
Agents handle calls in your tooling with AI agent assist surfacing playbooks. Real-time QA and shift reports feed your dashboards.
We tune routing, refresh scripts on new product releases, and recalibrate AHT targets against issue mix. FCR and CSAT hold over time.
We stay with our partners for the long run, fully embedded in their operations across global teams and programs. We keep service quality high and consistent everywhere we operate.
We reply fast and clearly, so customers don't need to chase updates or repeat themselves. Most issues get fixed in a single call.
We look after the teams properly, so they’re not burnt out or robotic on calls. Customers talk to enthusiastic and supportive staff.
Voice coverage in 45+ languages across 11 countries means there are no time-zone gaps and language barriers.
We stick with you long term, learn how your setup actually works, and don’t reset every few months like it’s a new project.
CSAT
ESAT
locations
years average length of client partnership
Over the years, consistent technical support work has earned us 30+ industry awards and long-term trust from our clients.
A technical support call center is a voice-led support operation staffed with trained technical agents who diagnose and resolve product issues over the phone. Helpware CX provides SaaS tech support outsourcing, IT help desk outsourcing, healthcare tech support, gaming tech support, and more with QA scoring and 24/7 availability across regions.
Rates run $8 to $15 per hour offshore, $14 to $22 nearshore, and $25 to $50 onshore for tier 1 to tier 2 work. Tier 3 specialized engineering support sits higher. We structure pricing around three setups: Hepware Talent, Hepware Team, and Hepware Hub. That’s from dedicated talent, to a full team, all the way to full operational support and execution on our side.
Tier 1 resolves routine issues like password resets and basic troubleshooting. Tier 2 handles deeper configuration and integration problems. Tier 3 owns complex bugs and system-level failures that require senior engineering experience.
Yes. Our technical support call center operates 24/7 across 19 global hubs in 11 countries, with native-speaker agents on shift in 45+ languages. Night and weekend coverage is built into the staffing model from day one, not added as overflow.
Pilot teams of 5 to 10 agents launch in 14 to 30 days from contract signature. Full programs of 50+ agents typically go live in 60 to 90 days, including recruitment, training, lab nesting, and SLA calibration.
Before going live, agents go through structured onboarding on your product, workflows, and escalation paths. They train directly on your tools so they can handle real customer scenarios from day one. Updates follow your product changes.
Our delivery is SOC 2 Type II, ISO 27001, HIPAA-compliant, and GDPR-compliant. Customer data lives behind role-based access controls and audit logging. Compliance training runs at onboarding and refreshes quarterly across all hubs.
