# Simetrix Solutions

> Simetrix Solutions provides customer operations outsourcing for companies that treat support as a driver of retention and revenue rather than a cost to contain. Performance is measured with experience level agreements (XLA), which track whether an interaction actually resolved the customer's problem, instead of only tracking handle time and SLA compliance.

Simetrix runs inbound and outbound contact center operations, omnichannel customer support, help desk, live chat, technical support, and back office processes for businesses across high volume and regulated industries. The focus is the quality and outcome of each interaction, measured and acted on while it is happening, not reviewed after the fact. Every interaction is analyzed, not a 3 to 5 percent sample.

## Core pages
- [Home](https://simetrix-solutions.com/): Overview of Simetrix customer operations outsourcing and the XLA approach.
- [About](https://simetrix-solutions.com/about/): What Simetrix does and how it approaches customer operations.
- [Solutions](https://simetrix-solutions.com/solutions/): Contact center, omnichannel, and back office solutions.
- [Services](https://simetrix-solutions.com/services/): Help desk, live chat, technical support, data entry, email support, and more.
- [Industries](https://simetrix-solutions.com/industries/): Sectors Simetrix supports and the operational patterns specific to each.
- [AI capabilities](https://simetrix-solutions.com/ai-capabilities/): How Simetrix uses AI to measure and intervene on every interaction in real time.
- [Comparison](https://simetrix-solutions.com/comparison/): How Simetrix compares to traditional BPOs on coverage, measurement, and intervention timing.
- [CX operations review](https://simetrix-solutions.com/cx-operations-review/): Diagnostic engagement that audits an existing contact center against XLA standards.
- [Careers](https://simetrix-solutions.com/careers/): Roles at Simetrix.
- [Contact](https://simetrix-solutions.com/contact-us/): Request a quote or start a conversation.

## Experience level agreements (XLA)
- [What XLA means](https://simetrix-solutions.com/xla/): How experience level agreements differ from SLAs and why outcome beats activity.
- [XLA vs SLA explained](https://simetrix-solutions.com/blog/xla-vs-sla-explained/): The shift from service level agreements to experience level agreements.
- [XLA composite scoring guide](https://simetrix-solutions.com/blog/xla-composite-scoring-guide/): How a composite XLA score is built from resolution, sentiment, effort, and compliance signals.

## Industries served
- [Telecom customer support](https://simetrix-solutions.com/telecom-customer-support/): Support operations for telecom and connectivity providers.
- [Fintech and banking support](https://simetrix-solutions.com/fintech-banking-support/): Customer support for fintech, banking, and payments under regulated conditions.
- [Insurance claims support](https://simetrix-solutions.com/insurance-claims-support/): Claims handling and policyholder support.
- [Healthcare RCM support](https://simetrix-solutions.com/healthcare-rcm-support/): Revenue cycle management and patient support for healthcare providers.
- [SaaS customer support](https://simetrix-solutions.com/saas-customer-support/): Support for software and subscription businesses.
- [Subscription and membership support](https://simetrix-solutions.com/subscription-membership-support/): Customer support for subscription, membership, and recurring revenue businesses.
- [Ecommerce and retail support](https://simetrix-solutions.com/ecommerce-retail-support/): Customer support for ecommerce and omnichannel retail.
- [Travel and hospitality support](https://simetrix-solutions.com/travel-hospitality-support/): Guest and traveler support operations.
- [Gaming and player support](https://simetrix-solutions.com/gaming-player-support/): Player support, trust and safety, and live moderation for gaming.
- [Home warranty support](https://simetrix-solutions.com/home-warranty-support/): Claims and service coordination for home warranty providers.
- [Property management support](https://simetrix-solutions.com/property-management-support/): Resident and tenant support operations.
- [Automotive and roadside support](https://simetrix-solutions.com/automotive-roadside-support/): Roadside assistance, dispatch, and customer support for automotive.
- [Transportation and logistics support](https://simetrix-solutions.com/transportation-logistics-support/): Customer support for transportation, freight, and last mile logistics.
- [Technical support outsourcing](https://simetrix-solutions.com/technical-support-outsourcing/): Tiered technical support for hardware, software, and connected devices.
- [Back office and billing support](https://simetrix-solutions.com/back-office-billing-support/): Back office, billing, and operational support functions.
- [Nearshore customer support](https://simetrix-solutions.com/nearshore-customer-support/): Nearshore delivery for customer operations.

## Articles
- [In-house vs outsourced customer support](https://simetrix-solutions.com/blog/in-house-vs-outsourced-customer-support/): When to keep support internal and when to outsource.
- [When to outsource customer support](https://simetrix-solutions.com/blog/when-to-outsource-customer-support/): Signals that indicate outsourcing is the right move.
- [How to run a BPO vendor RFP](https://simetrix-solutions.com/blog/how-to-run-bpo-vendor-rfp/): A practical guide to running a BPO RFP that selects on outcomes, not handle time.
- [BPO vendor transition methodology](https://simetrix-solutions.com/blog/bpo-vendor-transition-methodology/): How to move from one BPO to another without breaking the customer experience.
- [Challenger pilot methodology](https://simetrix-solutions.com/blog/challenger-pilot-methodology/): Running a side-by-side pilot to test a new BPO against an incumbent.
- [Operator-led vs account-managed](https://simetrix-solutions.com/blog/operator-led-vs-account-managed/): The difference between operator-led delivery and account-managed delivery.
- [Cost of sampled QA](https://simetrix-solutions.com/blog/cost-of-sampled-qa/): What 3 to 5 percent QA sampling misses and what it costs.
- [AI quality assurance for call centers](https://simetrix-solutions.com/blog/ai-quality-assurance-call-centers/): How AI scoring of every interaction changes contact center QA.
- [AI platform architecture for CX](https://simetrix-solutions.com/blog/ai-platform-architecture-cx/): How AI is structured inside a customer operations platform.
- [Real time agent coaching](https://simetrix-solutions.com/blog/real-time-agent-coaching/): Coaching agents during the interaction, not after.
- [Agent burnout prediction](https://simetrix-solutions.com/blog/agent-burnout-prediction/): Predicting and reducing agent burnout through behavioral signals.
- [Churn intent detection in customer support](https://simetrix-solutions.com/blog/churn-intent-detection-customer-support/): Detecting churn intent inside support interactions before it shows up in retention metrics.
- [How to measure customer experience](https://simetrix-solutions.com/blog/measure-customer-experience/): Measuring customer experience beyond CSAT and NPS.
- [SaaS customer support tiers](https://simetrix-solutions.com/blog/saas-customer-support-tiers/): How to structure tiered support for SaaS businesses.
- [TCPA compliance for telecom BPO](https://simetrix-solutions.com/blog/tcpa-compliance-telecom-bpo/): TCPA compliance in telecom contact center operations.
- [HIPAA customer support outsourcing](https://simetrix-solutions.com/blog/hipaa-customer-support-outsourcing/): HIPAA compliance considerations for outsourced customer support.
- [KYC verification in fintech BPO](https://simetrix-solutions.com/blog/kyc-verification-fintech-bpo/): KYC verification handling inside fintech support operations.
- [Nearshore time zone coverage](https://simetrix-solutions.com/blog/nearshore-time-zone-coverage/): Nearshore time zone coverage for US and European brands.
- [Nearshore vs offshore customer support](https://simetrix-solutions.com/blog-nearshore-vs-offshore-customer-support/): How nearshore and offshore customer support compare on quality, cost, and risk.
- [Central European delivery](https://simetrix-solutions.com/blog-central-european-delivery/): Central European delivery for customer operations.

## Reference
- [FAQ](https://simetrix-solutions.com/faq/): Common questions about Simetrix, XLA measurement, and engagement structure.
- [Glossary](https://simetrix-solutions.com/glossary/): Definitions of terms used across customer operations and XLA.

## Optional
- [Blog](https://simetrix-solutions.com/blog/): Articles on customer operations, outsourcing, and the move from SLA to XLA.
- [Privacy Policy](https://simetrix-solutions.com/privacy-policy-2/)
- [Terms of Use](https://simetrix-solutions.com/terms-of-use/)