Stop outsourcing blindly.
Simetrix runs customer support, technical support, and back-office operations with operator-led management and real-time visibility on every interaction. Quality, sentiment, and compliance surfaced live. No 3 to 5 percent samples. No quarterly decks.
30-minute operational review. Written gap summary delivered within 48 hours.
XLA Dashboard
Secondary line offer underused at resolution
One closing phrase precedes most lost saves
Disclosure timing drifts on long calls
Sentiment dips at the investigation stage
Outsourcing customer support has always meant choosing between cost and control. We rebuilt that tradeoff.
Traditional vendors give you headcount and a quarterly QBR. You see slides. You do not see calls. You do not see drift. You do not see burnout. You do not see churn intent in the moment it happens. Simetrix runs your customer operations with the same real-time intelligence we use to run our own. You see what we see. On day one.
What outsourcing usually costs you
- 3 to 5 percent of calls sampled, the rest invisible
- Quarterly QBR slides, lagging by 90 days
- Account managers between you and operations
- Filtered dashboards built for the client meeting
- Compliance drift surfaces after the audit, not before
What you keep with Simetrix
- 100 percent of scoped interactions analyzed in real time
- Live XLA scoring across every program, every shift
- Operators with program ownership, not escalation paths
- Same dashboards we use internally, opened on day one
- Compliance, churn, and burnout flagged in the moment
What the platform surfaced on a single live program.
A US Lifeline wireless carrier ran their support operation for years on traditional QA sampling. In the first 10,000 calls Simetrix analyzed end-to-end, the platform surfaced what sampling never could.
Same operation. Same agents. Same calls. The difference was visibility. The same patterns existed in the program when QA was sampling 3 to 5 percent of interactions. They became actionable only when every scoped call was analyzed end-to-end.
US Lifeline wireless carrier
Four operational categories. One way of running them.
Every category is delivered as an operator-led program with a dedicated team lead, scoped quality rubric, and the intelligence layer included from day one. We do not subcontract. We do not staff-augment out of scope.
Customer Support Operations
Voice, chat, email, and social. Run as a dedicated program with calibrated quality, real-time supervisor visibility, and every scoped interaction analyzed end-to-end.
See how we run Customer Support Operations →Tier 1 and Tier 2 Technical Support
Software, hardware, connected devices, and SaaS products. Agents trained on your stack, not just your scripts. Workflow rubric built with your product team.
See how we run Technical Support →Claims, Billing, and Workflow Operations
Billing inquiries, account services, document processing, claims handling, refunds, and other back-office workflows. Quality scored on resolution accuracy, not handle time.
See how we run Back-Office Operations →Nearshore Delivery
US time zone coverage and 20+ languages at full quality, with GDPR-aligned data handling and no graveyard shifts.
See how we run Nearshore Delivery →
Same dashboards we use internally. Same data. Same alerts. On day one.
Traditional BPOs review 3 to 5 percent of interactions and send a quarterly QBR. Simetrix analyzes every scoped interaction in real time and puts the live dashboard in your operator's hands the day your program launches. You see what surfaces. You see what we flag. You see what changes.
Operators, not seat-fillers
Every program is led by an operator with program ownership and supervisor accountability for the agents on your account. You also have direct access to Simetrix leadership. No account managers escalating to operations.
Every scoped interaction, not a 3 to 5 percent sample
Traditional BPOs review 3 to 5 percent of interactions. Simetrix analyzes 100 percent. Eight AI engines running in parallel on every call, chat, and email for sentiment, compliance, and quality.
Live, not lagging
Compliance signals on every call. Churn intent flagged in the moment. Agent burnout patterns surfaced before attrition. The intelligence layer makes operator-led delivery measurable, not just claimed.
Same client view as the operator view
The dashboards your team accesses are the dashboards we use to run the program. There is no curated client view that hides anything. The QBR becomes a conversation about decisions, not a discovery of what happened.
The view your operator has on day one. Not a curated QBR.
What an operator sees on a normal Tuesday morning.
Anonymized moments from a single hour of one live program. The platform catches what traditional QA misses because traditional QA never opens the call.
Compliance disclosure missed at minute 0:14. Flagged in 47 seconds. Coached before next call.
The required identification statement was not given in the opening. The platform flagged it inside one minute. Supervisor was prompted with the exact phrase missing and the agent received the correction before their next outbound dial.
Churn intent surfaced in tone before the customer asked to cancel.
Sentiment dropped two stages by minute 3:12 with no explicit churn language. Save path triggered. Retention offer surfaced. Outcome routed to the retention rubric, not the standard closure code.
Agent burnout pattern detected. Schedule rebalanced before attrition.
Vocal markers across consecutive shifts crossed the burnout threshold by week 6. Schedule adjustment recommended and approved. Agent retained. The traditional QA model would have seen the same data in the exit interview.
Six operator roles on every program. Real humans, named responsibilities, calibrated cadence.
No staff augmentation. No undifferentiated headcount. Each program is staffed with the operator roles below, sized to your volume and scope.
Program Operator
Owns the program end-to-end. Manages staffing decisions, calibration calls, and the weekly client cadence. Not an account manager. The person making operational decisions on your account.
Team Lead
Supervises a pod of agents. Runs calibration sessions, side-by-side coaching, and live monitoring. Surfaces drift before it shows in the metrics.
QA Analyst
Scores against the workflow rubric calibrated with your team. Reviews platform-flagged interactions for coaching opportunities. Maintains scoring consistency week over week.
Workforce Management Lead
Owns scheduling, capacity, and shrinkage. Adjusts staffing in response to volume signals from the platform. Balances service level against burnout prevention.
Compliance Lead
Reviews flagged compliance events in real time. Owns regulatory cadence for the program. Coordinates remediation paths with QA and Team Lead before issues compound.
Multilingual Team Lead
For programs with non-English language coverage. Owns quality calibration across language pods. Native speakers managing native speakers, not English supervisors approving translated transcripts.
Depth in the verticals where operations are the product.
Each program is built for the specific workflows, compliance requirements, and customer expectations of the vertical. Not generalist staffing.
Three ways to bring Simetrix into your operation.
Most operators start with the Operational Gap Review. Some run a side-by-side challenger pilot. Others go directly to a dedicated program.
Operational Gap Review
A 30-minute scoping conversation with Simetrix leadership. No call data required to start. Written gap summary delivered within 48 hours.
- 30-minute operational conversation
- No call data required to start
- Written gap summary within 48 hours
- Honest next-step recommendation
- Zero commitment
Challenger Pilot
A 60-day dedicated team running on a defined slice of volume. Same KPIs, calibrated the same way. The data is the conversation.
- Dedicated team live in 10 business days
- Side-by-side weekly performance reports
- Scoped interaction analysis on your portion
- No incumbent disruption
- Reversible split unwinds in days
Dedicated Program
A dedicated Simetrix team for a specific workflow or full customer operation. Programs scoped, hired to your workflows, trained to your QA rubric.
- Program scoping and team design
- Hiring and training to your workflows
- Operator-led account management
- Real-time executive dashboards
- Weekly calibration and coaching
Questions operators ask before booking.
How is Simetrix different from a traditional BPO?
How do you transition us from our current BPO?
Can we keep our current systems and tooling?
Can my team access the live dashboards, or only my account manager?
How do you maintain QA consistency across the program?
Can we interview or approve agents on our account?
How do you handle compliance?
How fast can a dedicated team go live?
How do you ramp multilingual teams?
What happens if quality drops on a program?
How do you cover US business hours?
What is the offboarding process if we need to exit?
How does pricing work?
Identify where your customer operations are leaking quality, visibility, or consistency.
30-minute operational review with Simetrix leadership. Written gap summary within 48 hours. No commitment required.
Book a 30 minute review.
A short, friendly conversation about where your customer support has visibility, quality, or workflow gaps. Just a few details to get started, that's it.
No sales sequences. No nurture campaigns. One conversation, one written summary, one honest recommendation.