Inbound customer support across phone, live chat, and email — native English and Spanish from one seat, on U.S. business hours. Named agents trained on your product and your voice, who your customers can’t tell from in-house staff.
What's included
- Voice, live chat, and email support on your tools and your SLAs
- Native English/Spanish from a single seat — no language routing
- Named agents trained on your product as brand staff
- QA, reporting, and a named point of contact from day one
- U.S.-hours coverage with same-day feedback loops
Overview
Most customer service failures are not technology failures — they are staffing failures: high turnover, inconsistent training, and agents who treat the queue as a job rather than a brand responsibility. When a customer calls or chats in, they are not interacting with an “outsourced team.” They are interacting with your brand. That distinction drives everything about how Teleforce structures customer service engagements.
Teleforce provides bilingual inbound customer support across phone, live chat, and email, staffed by named agents who are trained on your specific products, policies, and tone. The team functions as an extension of your brand — not a generic call-center pool. Agents learn your escalation rules, your most common failure modes, your refund logic, and the language your customers actually use. That depth of preparation is what separates a support interaction that resolves an issue from one that creates a second ticket.
The customer experience BPO market has grown sharply for a reason: in-house support teams at sub-enterprise scale are difficult to staff, expensive to manage, and brittle under volume spikes. According to Grand View Research, the global customer experience BPO market was valued at over $102 billion in 2024 and is projected to expand at a 12.8% CAGR through 2033 — driven largely by mid-market companies outsourcing customer-facing functions to teams that can deliver consistency at scale. Teleforce is built for that segment: U.S. and Canadian businesses that need a credible, brand-consistent support operation without the overhead of building one from scratch.
Who it’s for
- E-commerce and DTC brands dealing with order status, returns, exchanges, and product questions across a mix of English and Spanish-speaking customers — especially brands seeing LATAM-market growth alongside their U.S. base.
- SaaS companies with a product that requires real explanation: onboarding questions, feature walkthroughs, account configuration, and cancellation saves. These interactions require agents who genuinely understand the tool, not a script-reader.
- Consumer finance and fintech companies where customers call because they are confused or anxious — cards, lending products, digital wallets — and where tone and accuracy both carry regulatory weight.
- Health and wellness brands handling sensitive inbound contacts: subscription management, product questions, and complaint handling that requires patience and careful documentation.
- Brands scaling into Spanish-speaking markets — either domestically (U.S. Hispanic) or across Latin America — that need native bilingual agents, not agents who “also speak Spanish.”
How it works
1. Scoping and channel design. Before any staffing starts, we map your inbound volume by channel, contact type, and language split. We identify your peak windows, average handle time targets, and escalation thresholds. This produces a staffing model and a go-live timeline — typically two to five weeks depending on product complexity.
2. Agent selection and assignment. Teleforce sources from a vetted LATAM talent pool with verifiable CX experience. Agents are selected for accent neutrality in both English and Spanish, written communication quality, and demonstrated ability to follow brand standards. For each new engagement, we match candidates to your vertical (e.g., tech, retail, finance) before presenting them for your review.
3. Knowledge base and training. We build a structured knowledge base from your documentation, FAQs, past tickets, and a discovery session with your team. Training runs against realistic contact scenarios, not just policy reads. Agents do live shadowing before handling contacts independently. You review and approve the knowledge base before go-live.
4. Tooling and integration. Agents work inside your existing helpdesk — Zendesk, Freshdesk, Intercom, HubSpot, or your platform of choice. No proprietary middleware required. We support SSO, role-based access, and whatever CRM integrations your team already uses. Phone lines can be routed through your existing telephony or through Teleforce’s own infrastructure — we’ve run programs for Fortune 500 companies across 20+ industries for 30 years, and that operating history is what your engagement draws on.
5. Go-live and ramp. We go live in a controlled ramp — lower volume thresholds, tighter QA, and daily check-ins with your point of contact for the first two weeks. This catches edge cases in the knowledge base before they become patterns.
6. Ongoing QA and reporting. Each agent’s contacts are audited weekly against a brand-specific scorecard covering accuracy, tone, resolution rate, and handle time. You receive a weekly dashboard and a monthly business review. Trends that signal a knowledge gap trigger an update cycle, not just a coaching note.
Why bilingual LATAM
Nearshore Latin America offers something that offshore alternatives rarely do: native bilingual fluency paired with full U.S.-hours availability and genuine cultural alignment with North American consumers. For customer service specifically, this matters in ways that are easy to underestimate. A technically correct answer delivered in stilted English, or Spanish that sounds foreign to a U.S. Hispanic caller, erodes trust. LATAM agents who grew up consuming U.S. media, navigating U.S.-adjacent commerce, and communicating across both languages natively do not have that friction. The accent-neutral English is verifiable at the screening stage; the cultural fit shows up in the texture of the conversation.
Time-zone alignment also has real operational consequences for customer service. U.S.-hours coverage from LATAM means your customers reach a live person during your business day without requiring your vendor to run overnight shifts — which is where quality degrades in offshore models. It also means your internal team can actually supervise, collaborate with, and escalate to the support team in real time. That feedback loop is what keeps quality calibrated over months, not just in the first week after launch.
Frequently asked questions
How quickly can Teleforce agents be trained on our specific products and policies?
Onboarding depth depends on product complexity, but most clients reach production-ready agents in two to four weeks. We build a dedicated knowledge base from your documentation, past ticket data, and live shadowing sessions, then run structured QA checks before any agent handles a live customer. You control what goes in the knowledge base and sign off before go-live.
Will the same agents handle our account every day, or does it rotate?
Your team is named and dedicated — the same agents work your queue, learn your edge cases, and build familiarity with your repeat customers. We don't pool agents across unrelated brands. This is core to the brand-extension model: consistency builds the institutional knowledge that drives faster handle times and higher CSAT over time.
What channels do you support, and can we start with just one?
We support phone, live chat, and email. Most clients start with one channel, validate quality, then expand. Channel add-ons use the same dedicated agents, so there is no re-training cost — the agents already know your product. Multi-channel expansion is typically planned at the scoping stage so staffing levels can absorb the volume.
Which engagement model is right for us — Recruitment or Managed BPO?
Recruitment works well for companies that want to hire agents directly, manage them internally, and keep headcount on their own payroll — Teleforce handles sourcing, vetting, and a 60–90 day replacement guarantee. Managed BPO is the right fit when you want a fully loaded FTE seat: scheduling, QA, reporting, and management are all included. Both models use the same bilingual LATAM talent pool.
How do you handle quality and reporting once we are live?
Every engagement includes ongoing call/chat audits against a scorecard built from your brand standards, weekly CSAT and handle-time reporting, and a monthly business review with your account lead. Agents who miss thresholds go through targeted coaching before the next audit cycle. You get visibility into the numbers, not just a summary.
How to engage
Two ways to work with us: flat-fee recruitment — we source and vet the agents, you interview, hire, and manage them (with a 60–90 day replacement guarantee) — or a managed FTE seat, where we run the whole operation. Pricing is quote-based and depends on role, skill, and volume. See how it works → or contact us for a quote →
Let's scope your customer service team
Tell us your channels, languages, and rough monthly volume. We'll come back with a staffing plan and a go-live date — usually within two business days.
Book a call