Customer support outsourcing built for retention and experience quality.
Inbound and outbound customer support across voice, chat, email, social, and reviews. Every interaction calibrated to your QA rubric and analyzed for sentiment, intent, and churn signal, then scored on XLA. Built for operations where the customer relationship is the business.
No call data required to start. Begin with a 30-minute scoping conversation.
Built for customer operations where retention is the business.
This is for customer operators dealing with:
Contact volume can hide the experience gaps that actually drive churn.
Handle time looks fine. Closed-contact counts look fine. Meanwhile sentiment drifts, effort climbs, and the customers who quietly decided to leave never showed up in a metric anyone watched.
Traditional QA samples three to five percent of interactions and reports an average. The interactions that predict churn live in the other ninety-five percent. By the time CSAT moves, the decision was made weeks ago.
The problem is not only volume. The problem is the lack of conversation-level visibility into sentiment, intent, and the churn signal forming before the metric moves.
Close contacts. Sample the rest.
- Agents measured on handle time, not outcomes
- QA sampling three to five percent of interactions
- Experience quality varying agent by agent
- Sentiment and churn signal lost in unreviewed contacts
- Retention scripts nobody tests against results
- Negative reviews nobody can trace to a cause
Resolve and measure every interaction.
- Agents measured on resolution AND experience quality
- Every interaction reviewed, not a sampled few
- Sentiment and intent scored at the interaction level
- Churn signal surfaced while the contact is still open
- Retention approaches tested against real outcomes
- Experience scored on the XLA composite, not just SLA
What Simetrix can run for customer operators.
Simetrix runs operations, not just analysis. Each channel below can be packaged as a dedicated team with agents, an operator team lead, QA, reporting, and the measurement layer included.
How Simetrix runs customer support differently.
Brand-trained dedicated agents
A dedicated team trained on your brand, your voice, your products, and your escalation protocols. Not a shared pool.
Full interaction coverage, not sampling
Every interaction is reviewed for sentiment, intent, and quality. Not the three to five percent a sampled QA process sees.
XLA measurement, not just SLA
Experience scored on a composite of CSAT, FCR, sentiment, NPS, resolution quality, and effort. Outcomes, not handle time.
Live intervention while the contact is open
Churn signal and frustration surfaced in the moment, so a team lead can intervene before the customer decides, not after.
Retention built on tested approaches
Outbound save and recovery measured against real outcomes and refined, rather than run from a fixed script.
Real-time experience dashboards
CSAT, sentiment trend, churn signal, recontact rate, agent variance, and the XLA composite, visible to leadership in real time.
Dedicated customer support teams.
Specialized teams calibrated to your operation. Each team runs with dedicated agents, an operator team lead, and the measurement layer from day one.
Inbound Voice Team
Tier 1 and Tier 2 inbound voice support, calibrated to your brand and scored on every call.
Outbound Retention Team
Win-back, save desk, and recovery campaigns run as a tested program, not a fixed script.
Chat and Messaging Team
Live chat, in-app messaging, and asynchronous messaging across web and mobile.
Email and Ticketing Team
Email and ticket queues handled with consistent tone, accuracy, and resolution discipline.
Social and Reviews Team
Social response, community moderation, and public review handling tied to reputation outcomes.
Multilingual Support Team
Coverage across more than 20 languages at full QA parity with English-language interactions.
The operational intelligence layer behind the team.
Simetrix does not only staff queues. The operational intelligence layer reviews every interaction, scores quality, detects churn risk, surfaces customer frustration, monitors compliance-risk signals where applicable, and gives leadership real visibility into the full distribution.
Sentiment and intent detection
Every interaction read for emotional tone and the customer's underlying intent.
Churn signal recognition
The language and behavior that precede cancellation, surfaced before the decision.
XLA composite scoring
CSAT, FCR, sentiment, NPS, resolution quality, and effort in one experience score.
Recontact within 72 hours
The real resolution signal: did the same issue come back inside three days.
Agent experience variance
Where experience quality drifts agent by agent, surfaced for coaching.
Escalation pattern detection
Which issues escalate, how often, and what preceded them.
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 to act on.
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. 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 a specific channel or your full customer operation. 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 customer support.
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 a subscription operator caught churn signal weeks before it reached the cancellation queue.
Every interaction was reviewed for sentiment and intent rather than a sampled few. The language that preceded cancellation was identified and turned into a live churn signal, so team leads could intervene while the contact was still open. Save approaches were tested against outcomes and refined. Recontact-within-72-hours became the resolution metric. Retention improved, and negative reviews that once had no traceable cause were tied back to the interactions that drove them.
Questions operators ask before booking.
See where your customer operation is leaking experience quality, retention, or churn signal.
Start with a 30-minute CX Review. No call data required to begin.
Tell us about your industry.
30 minutes with our operations team. Industry-specific scoping, written gap summary in 48 hours, honest next-step recommendation. No call data required to start. We respond within one business day with a written gap summary and honest next-step recommendation.