service
Build Your Dedicated Customer Support Team
Select, interview, and manage agents who work exclusively for your brand — from 1 seat to 500+. Same infrastructure as a 500-seat operation, available from day one.
how it works
From Brief to Live Team in 5 Days
Not 5 months. 5 business days for most configurations.
Team size, languages, hours, channels, complexity level
We source candidates matching your exact requirements
You pick the agents you want. Not us. You.
Product knowledge, scripts, systems, soft skills
Your KPIs, your scripts, our infrastructure
clear ownership
Clear Ownership. No Grey Areas.
You keep full control of your brand experience. We handle the operational heavy-lifting.
You Control
- Agent selection & interviews
- Scripts, tone, and brand voice
- KPIs and performance targets
- Escalation rules and workflows
- Schedule and coverage hours
- Quality standards and rubrics
We Handle
- Recruiting and screening pipeline
- Payroll, HR, and compliance
- Office space and equipment
- HeroDash platform and telephony
- IT support and connectivity
- Backup agents for absences
what's included
One Rate. Full Stack.
Every per-agent rate covers the entire operation — not just the seat.
01
Dedicated Agents
Work exclusively on your brand. No sharing, no split attention. Your agents know your product inside out.
02
Management Layer
Team leads, account managers, and operational oversight. 1 lead per 10-15 agents, plus a dedicated account manager.
03
Quality Assurance
100% of interactions scored via HeroScore AI. Weekly QA reports, coaching recommendations, compliance flags.
04
Technology Stack
HeroDash platform, VoIP telephony, CRM integrations, screen monitoring, real-time dashboards.
05
Training & Onboarding
Initial ramp with product deep-dives, plus continuous skill development via HeroCoach certification paths.
06
Reporting & Analytics
Real-time KPI dashboards, weekly business reviews, trend analysis, and improvement recommendations.
sla guarantees
Performance Guaranteed
We commit to measurable outcomes. Performance credits for missed targets.
<30s
Avg Speed to Answer
85%+
First Contact Resolution
90%+
Quality Score
4.5+
CSAT Rating
SLAs customized to your business. All targets contractually guaranteed.
pricing
Transparent, All-Inclusive Pricing
Starting from US$8/productive hour. One rate covers agent, management, QA, training, and technology. No hidden fees.
planning your next step
Define the assistant role before choosing the team
Hire Your Team and our virtual assistant offering use the same dedicated staffing product. For recurring communication, record updates and follow-up, use the virtual assistant services guide to define responsibilities, working hours and access before choosing the team arrangement.
planning and review
Define the role before interviewing agents
Give candidates a representative customer request, the relevant policy and the tools they would use. Review how they explain the next step, record the conversation and recognize when a decision needs your approval.
Callnovo’s HeroDash training workflow can connect courses, knowledge tests, AI role-play, scoring and agent certification with quality feedback from live service. Agree which stages your project will use and who signs off readiness before an agent handles customers.
- List channels, languages, working hours and expected tasks.
- Define refund, account-change and escalation permissions.
- Name your policy owner and the operational contact for the team.
planning and review
Make management responsibilities visible
Decide who updates the knowledge base, approves exceptions and reviews quality findings. Our daily-report framework records the issue, supporting evidence, cause, owner, deadline, verifier and closure evidence. Use that structure for a missed follow-up or a repeated policy error.
Free agent replacement and leave cover are available for the dedicated-team offering. Confirm the handover procedure and coverage requirements for your project, including access changes and transfer of open work.
start
Let's see if we're the right fit
No pressure. No commitment. Just a conversation about what you need.
We'll respond within 24 hours. No spam, ever.