Call center outsourcing run as a managed operation, not a staffing contract.
Inbound, outbound, and omnichannel contact center teams, brand-trained and run by an operator. Every interaction analyzed for quality, sentiment, and outcome, and scored on XLA. Built for companies replacing an underperforming vendor or standing up a contact center without losing control of it.
No call data required to start. Begin with a 30-minute scoping conversation.
Built for companies that need a contact center they can actually see into.
This is for operators dealing with:
A call center can hit its service level and still be losing customers.
Most outsourced call centers report on average handle time, answer speed, and a sampled QA score. All three can look healthy while sentiment slides and the customers who decided to leave were never in the sample.
The operator sees a dashboard built from three to five percent of interactions. The other ninety-five percent is where churn signal, compliance risk, and coaching opportunities actually live. By the time the trend reaches a board metric, the cause is weeks old.
The problem is not only volume or staffing. The problem is running a contact center you cannot see into, measured on activity instead of outcome.
Staff the seats. Sample the calls.
- Shared agent pool with no brand ownership
- Measured on handle time and answer speed
- QA on three to five percent of interactions
- Quality variance by agent invisible to leadership
- Risky single-cutover vendor transitions
- Capacity that lags seasonal demand
Run the operation. Measure every call.
- Dedicated brand-trained team, operator-led
- Measured on outcomes and the XLA composite
- Every interaction reviewed, not a sampled few
- Quality variance surfaced for coaching
- Staged, reversible transition with no coverage gap
- Capacity that flexes with the business
What Simetrix can run as your contact center.
Simetrix runs the operation, not just analysis. Each function below can be packaged as a dedicated team with agents, an operator team lead, QA, reporting, and the measurement layer included. Run one function or your full contact center.
How Simetrix runs a contact center differently.
An operator runs your account
Your account is led by someone who has run live contact center operations, not a coordinator passing notes to a floor you never see.
Dedicated brand-trained team
A team that works only your brand, your products, and your standards. Not a shared pool rented by the hour.
Full interaction coverage
Every call, chat, and message reviewed for quality and sentiment. Not the small sample a legacy QA process sees.
Measured on XLA, not just SLA
Service levels still matter, but the operation is scored on customer outcomes through the XLA composite.
Transition without disruption
A staged, reversible move from your incumbent on a defined volume slice, with no gap in customer coverage.
Capacity that flexes
Teams sized to your volume and scaled for seasonality, launches, and demand spikes as the business moves.
Dedicated contact center teams.
Specialized teams calibrated to your operation. Each team runs with dedicated agents, an operator team lead, and the measurement layer from day one. Combine them into a full contact center or start with one.
Inbound Voice Team
The core of most contact centers. Tier 1 and Tier 2 inbound calls, brand-trained and scored on every interaction.
Outbound and Retention Team
Win-back, save desk, recovery, and proactive outreach run as a tested program rather than a dialer script.
Digital and Messaging Team
Live chat, in-app and async messaging, email, and ticketing across web and mobile.
Social and Reviews Team
Social response, community, and public review handling tied to reputation and sentiment outcomes.
Overflow and After-Hours Team
Coverage for peaks, nights, and weekends so your in-house team is never the bottleneck.
Full Operation Team
Your entire contact center across every channel and line of business, run under one operator-led model.
The operational intelligence layer behind the team.
Simetrix does not only staff queues. The operational intelligence layer reviews every interaction, scores quality, detects churn and escalation risk, surfaces customer frustration, monitors compliance-risk signals where applicable, and gives leadership real visibility into the full operation.
XLA composite scoring
CSAT, FCR, sentiment, NPS, resolution quality, and effort in one experience score.
Sentiment and intent detection
Every interaction read for emotional tone and underlying intent.
Churn signal recognition
The language that precedes cancellation, surfaced before the decision.
Service level monitoring
Answer speed, abandonment, and coverage tracked continuously by channel.
Agent variance
Where quality drifts agent by agent, surfaced for coaching.
Recontact within 72 hours
The real resolution signal: did the same issue come back inside three days.
QA scoring on every interaction
Quality scored against your rubric across the full volume, not a sample.
Voice-of-customer signal
Recurring themes and complaints aggregated for the wider business.
Three ways to start.
Most clients start with the CX Review. Some run a side-by-side pilot against their incumbent. Others go directly to a dedicated program. The right path depends on your timeline, your current contract, and how much evidence you need before the conversation moves.
CX Operations Review
A 30-minute scoping call with our operations team. No data required to start. If there is a fit, we define the audit slice, data access, security process, and success criteria together.
- 30-minute operations 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 your volume, side by side with your incumbent. 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
- Final executive review at day 60
Dedicated Program
A dedicated Simetrix team for one channel or your full contact center. Program scoping, hiring to your workflows, training to your QA rubric, measurement layer live from day one.
- Program scoping and team design
- Hiring and training to your workflows
- Operator-led account management
- Real-time executive dashboards
- Weekly calibration and coaching
- Multichannel and multilingual scaling
What conversation-level visibility can surface in a contact center.
Example metrics based on customer operation analysis. Results vary by channel mix, data access, operating model, and program scope. We do not publish or imply guaranteed outcomes.
How an operator replaced an underperforming vendor without a single day of coverage gap.
The transition ran in stages rather than a single cutover. A dedicated team took a defined slice of volume first and ran side by side with the incumbent on the same KPIs. Every interaction was reviewed instead of a sample, so quality and sentiment were visible from week one. As the data held, volume shifted over in steps. The incumbent wound down with no gap in customer coverage, and the operation moved from activity reporting to outcome measurement on the XLA composite.
Questions operators ask before booking.
See where your current call center is leaking quality, retention, or service level.
Start with a 30-minute CX Review. No call data required to begin.
Discuss your service mix.
30 minutes with our operations team. Tell us which services you currently run, where the visibility gaps are, and what your customers actually experience. No call data required to start. We respond within one business day with a written gap summary and honest next-step recommendation.