Inbound Phone Support
Reception & bookings, order queries, service updates, triage & escalation with call recording and wrap-up notes.
Customer Support & Virtual Assistants for Australian SMEs
NSW-based account management with offshore teams in the Philippines & Bangladesh: phone, email, chat, social moderation, bookings, lead qualification and admin — aligned to your tone of voice.
Omnichannel support that sounds local — and resolves fast.
We stand up dedicated CS and VA pods that cover your front line (calls, email, chat) and the admin behind it — ticket triage, follow-ups, bookings, CRM notes, and customer comms templates.
- Cut support costs by 60–70% while improving first-response time.
- 7–10 day average time-to-hire for trained CSRs & VAs.
- Scripted, brand-aligned responses with QA and coaching.
- AU-based client manager; AEST coverage with 24/7 options.
- Call recording, MFA access, GDPR/OAIC-aligned privacy controls.
Concerned about accent clarity? Hear a live sample from our support team.
What we do (day-to-day scope)
Email & Live Chat
Template-driven responses, prioritisation, macros, attachments and customer follow-ups that match your brand tone.
Bookings & Scheduling
Appointment setting, confirmations, reminders, rescheduling, and post-visit follow-ups with clear notes.
Lead Qualification
Pre-screening, discovery questions, CRM capture and routing to sales or service teams with SLA reporting.
Virtual Assistants
Inbox/calendar, travel, research, data entry, document formatting and follow-ups — the admin glue for busy founders.
Social & Reviews
DMs, comments, and review responses using approved templates; triage to the right owner with calm, consistent tone.
We work in your stack
Helpdesk, telephony and CRM tools you already use.
Outcomes our clients see
Faster first-response
Email/chat FRT cut by 40–60% with templated responses and clear routing rules.
Higher CSAT
Consistent, brand-aligned replies and proactive follow-ups improve customer sentiment.
Clean CRM hygiene
Accurate notes, tasks and dispositions enable better reporting and handovers.
Transparent pricing & common roles
Full-time dedicated staff. No lock-ins. AU public holidays observed; optional 24/7 cover.
Virtual Assistant
- Inbox & calendar
- Research & data entry
- Document formatting & follow-ups
Customer Service Representative
- Phone, email & chat
- Bookings & order queries
- CRM notes & follow-ups
Team Lead / QA
- Script coaching & QA scorecards
- WFM, queues & reporting
- Escalations & playbooks
Security & confidentiality
Recorded calls
QA scorecards & coaching with call recordings; PII masking on request.
Least-privilege access
MFA and role-based permissions in helpdesk, CRM and telephony platforms.
Privacy aligned
OAIC principles; NDAs; configurable retention and redaction policies.
Frequently asked questions
Will customers understand the accent?
Yes — we recruit for clear, neutral English. Scripts and brand tone training ensure natural, confident communication. You can also hear a live sample.
Can you provide 24/7 coverage?
Yes. We can operate AEST-aligned hours or a follow-the-sun model to provide evening, weekend or full 24/7 coverage as needed.
How do you measure quality?
QA scorecards, weekly calibration calls, SLA dashboards and coaching loops for FRT, AHT, CSAT and resolution rates.
Can VAs also help my sales team?
Definitely. VAs can qualify inbound leads, schedule demos, send proposals and manage CRM tasks — handing off to sales at the right stage.
What does onboarding look like?
Week 1: access & scripts; Week 2: live coverage with QA; Weeks 3–4: expand channels & reporting. Your NSW client manager oversees the rollout.