Customer Operations & Support
Your customers deserve better support. We help you deliver it.
Dedicated email, chat and voice support teams for growing businesses — backed by trained people, quality assurance, clear KPIs and transparent reporting.
Built for businesses in the United States, Canada, the United Kingdom, Australia and Singapore. Teams are based in India and work your hours.
Conversation lane
Illustrative
Customer
InboundA question arrives, in whichever channel the customer chose.
Chat
ChannelRouted to the queue that owns it, with context attached.
Support agent
AssignedHandled by a named agent working only on your account.
Resolution
ResolvedAnswered, actioned and closed against the agreed target.
Customer satisfaction
MeasuredFeedback captured, sampled for quality and fed back into training.
Coverage map · UTC
Example
New York
ET
London
GMT
Sydney
AEST
Shift pattern
Example
Your market's working day, mapped against an example shift pattern. Actual coverage is agreed before launch.
Dedicated Teams
Named people, assigned to you
KPI Driven
Targets agreed before launch
Quality Assurance
Sampled and scored, not assumed
Flexible Coverage
Shifts built around your hours
Scalable Operations
Add capacity as volume grows
The problem
Growing fast shouldn't mean letting support fall behind.
Customer conversations grow with your business. Response times can slip, internal teams become overloaded, and maintaining a consistent customer experience becomes harder to manage.
Growing Support Volume
Contact volume rises with orders, users and campaigns. The queue grows faster than the team that answers it.
Overloaded Internal Teams
People hired for other roles absorb support work. Response times slip and their own priorities stall.
Inconsistent Customer Experience
Without shared standards and review, the answer a customer gets depends on who happened to pick up the ticket.
Hiring & Management Complexity
Recruiting, training, scheduling and supervising a support team is an operation in itself, and rarely the one you set out to build.
We become the support operation behind your business.
Core services
One support team.
Multiple customer touchpoints.
Channels are staffed as one operation, so a customer who starts on chat and follows up by email does not have to explain themselves twice.
Chat Support
Real-time customer assistance focused on fast, helpful and personalised conversations.
View serviceEmail Support
Structured handling of customer questions, requests and issues with clear response and resolution targets.
View serviceVoice Support
Professional phone support for customers who need direct assistance.
View serviceBack-Office Support
Order processing, account updates, ticket administration and other operational tasks.
View serviceSales & Customer Retention
Lead qualification, upselling, cross-selling, retention and win-back support where appropriate.
View serviceLogistics Support
Customer communication, order coordination, delivery queries and logistics-related support.
View service
What you actually get
More than agents.
A managed support operation.
Hiring agents is the visible part. The work that keeps a support team performing is recruitment, training, supervision, quality review and reporting — and that is the part we own.
01
Recruit
We source and assess agents against your role profile, including written and spoken English screening.
02
Train
Product, policy, tooling and tone. Training is documented so it can be repeated for every new joiner.
03
Deploy
The team goes live inside your systems, on the coverage pattern agreed with you.
04
Manage
A team lead owns scheduling, day-to-day supervision and escalation — not you.
05
Quality Check
Conversations are sampled and scored against a rubric you have seen and approved.
06
Measure
Performance is reported against the KPIs agreed at the start, on a set cadence.
07
Improve
Findings feed back into training, macros and process. The operation is reviewed, not left running.
Your team is supported by recruitment, training, team management, quality assurance, reporting and continuous improvement — so you manage an outcome, not a rota.
Why us
We don't compete on price alone.We compete on service.
Cost matters, and outsourcing should improve it. But a support operation is judged on what customers experience and what your reporting shows — so that is what we build around.
Customer Experience
We focus on resolving customer needs properly and creating experiences that encourage customers to stay.
Data Protection
Customer information should be handled responsibly. Our processes are designed around confidentiality, controlled access and secure handling practices.
Performance Driven
Teams work against clearly defined KPIs and SLAs agreed with each client.
Scalable Support
Start with a small dedicated team and expand as your support requirements grow.
Performance
Performance you can measure.
Before we begin, we agree on the metrics that matter to your business. Our teams are then measured against those expectations.
The panel below is the shape of the reporting, not a result. Every value stays empty until targets are set with you — we would rather show you the framework than a number we made up.
Performance overview
Example KPI set · awaiting client targets
CSAT
All channelsCustomer Satisfaction
TargetHow customers rate the conversation after it closes.
FRT
Email · ChatFirst Response Time
TargetHow long a customer waits for a first human reply.
Resolution Time
All channelsTargetHow long a case takes from arrival to close.
FCR
Voice · ChatFirst Contact Resolution
TargetShare of cases closed without the customer coming back.
QA
All channelsQuality Score
TargetSampled conversations scored against an agreed rubric.
SLA Adherence
All channelsTargetShare of contacts handled inside the agreed targets.
Sales Conversion
Sales supportTargetQualified conversations that reach the agreed outcome.
Upsell / Retention Rate
RetentionTargetRenewals, saves and expansions from support contact.
KPIs are tailored to each client's requirements
How it works
From first conversation to fully managed support.
Five stages, with a decision point at each one. Nothing goes live until you have seen the team structure, the training plan and the targets.
- 01
Understand
We learn about your customers, support volume, channels, systems and business requirements.
A working session, not a sales call.
- 02
Design
We recommend the right team structure, channels, working hours and KPIs.
You see the staffing logic behind the number.
- 03
Prepare
Our team is trained on your products, processes, systems and support standards.
Training material stays with the account.
- 04
Launch
We begin with an agreed implementation or pilot period.
Scope and review dates set in advance.
- 05
Improve
We monitor performance, review KPIs and continuously improve the operation.
Reporting on a cadence you choose.
A first conversation is a scoping call, not a pitch.
Industries
Built for growing businesses
We work with businesses that value customer experience and need reliable support without building a large internal support operation.
E-commerce & DTC
Order, delivery and returns volume that swings with campaigns, launches and peak season.
SaaS & Technology
Tiered technical support that protects engineering time and keeps renewals healthy.
Online Services
Account, access and transaction support for businesses that operate entirely online.
Subscription Businesses
Renewal, pause, cancellation and win-back conversations handled with a consistent standard.
Retail & Consumer Brands
Consistent brand voice across channels, in season and out of it.
Digital Platforms & Marketplaces
Two-sided support where buyers and sellers both need answers.
Where to start
What do you need help with?
Most conversations start with one specific gap. Find yours below.
- Need more support coverage?Dedicated Customer Support
- Need faster responses?Email & Chat Support
- Need someone answering customers?Voice Support
- Need operational assistance?Back-Office Support
- Need to recover lost customers?Retention & Sales Support
- Need capacity without building another internal team?Dedicated Teams
Low-risk start
Not ready to outsource your entire support operation?
Start with a focused pilot or a small dedicated team. We'll learn your processes, train the team and measure performance against agreed KPIs.
What a pilot includes
Agreed scope
Channels, hours and volume fixed up front
Trained team
Your product, tools and tone before go-live
Defined review
A date to look at the numbers together
Operating principles
A support partner, not just another vendor.
We believe outsourcing should not mean losing control of your customer experience. Our approach is built around transparency, clear communication, measurable performance and close collaboration.
Dedicated Teams
Your agents work on your account, not across a rotating pool of clients.
Clear KPIs
Targets are agreed in writing before the team goes live.
Regular Reporting
Performance is shared on a set cadence, including the months it dips.
Structured Processes
Training, escalation and quality review are documented, not improvised.
Confidentiality
Access is controlled and limited to the people who need it to do the work.
Continuous Improvement
Quality findings feed back into training and process on a regular cycle.
About
Built around people, process and performance.
We believe outsourced support should feel like an extension of your own team — not a distant call centre.
Our approach combines trained people, structured processes, quality assurance and measurable performance to help growing businesses deliver better customer experiences. Asansa Solutions is a new company, and we are deliberate about what we claim: no borrowed credentials, no numbers we cannot evidence. What we can show you is how the operation is built and how it will be measured.
The functions behind your account
Profiles to be added
Founder / Leadership
[NAME TO BE ADDED]
Client relationships, commercial terms and the standard the operation is held to.
Operations
[NAME TO BE ADDED]
Staffing, shift coverage, day-to-day delivery and escalation ownership.
Customer Support
[NAME TO BE ADDED]
The agents on your account and the team leads who supervise them.
Quality Assurance
[NAME TO BE ADDED]
Conversation sampling, scoring against the rubric and coaching follow-up.
Technology
[NAME TO BE ADDED]
Helpdesk configuration, access control, reporting and systems integration.
FAQ
Questions buyers actually ask
Short answers here. The detailed version depends on your volume, channels and systems — which is what a first call is for.
What types of customer support do you provide?
Email, live chat and voice support, plus the back-office work that sits behind them — order processing, account updates and ticket administration. Where it fits your business, the same team can also handle sales qualification, retention and win-back conversations.
Can you handle email and chat together?
Yes. Blended queues are common and usually make better use of a small team. We agree how the team prioritises between channels, because live chat and email carry different response expectations.
Can you provide dedicated agents?
Yes. Agents assigned to your account work on your account. You know who they are, they learn your product properly, and they are not rotated across unrelated clients between shifts.
How quickly can a team be launched?
It depends on team size, channel mix and how much product training the role needs. We give you a dated plan covering recruitment, training and go-live during the design stage rather than a headline number up front.
Can we start with one or two agents?
Yes, and it is often the sensible way to start. A small team lets both sides test the process, the training and the reporting before you commit to more capacity.
How do you measure agent performance?
Against the KPIs agreed with you before launch — response and resolution times, quality scores from sampled conversations, and outcome measures relevant to your channels. Scoring uses a rubric you have seen and approved.
Can your team work our business hours?
Coverage windows are agreed at the design stage and staffed by shift. We will tell you plainly what a given team size can cover and what it cannot, rather than promising blanket availability.
Can we provide our own CRM or helpdesk?
Yes, and we prefer it. Your team works inside your tools so your data, ticket history and reporting stay in your systems and under your control.
How do you handle customer data?
Access is limited to the people who need it for the work, and handling rules are agreed with you in writing before the team goes live. Specific contractual and security terms are set per client during onboarding.
Can you support multiple time zones?
Yes, through shift patterns designed around the markets you serve. The practical limit is team size — we will be direct about what coverage a given headcount can sustain.
Can support teams scale as our business grows?
Yes. Adding capacity follows the same recruitment, training and quality process as the original team, so growth does not dilute the standard. Notice periods for scaling up or down are agreed in the contract.
Start here
Let's build a better customer support experience.
Tell us what you're currently handling internally, where you're facing challenges and what you want your support operation to look like. We'll explore whether we're the right fit.
What the first call covers
- What you handle internally today, and who handles it
- Where the queue is slipping, and in which channels
- What a workable team structure and coverage pattern looks like
No obligation, and no pricing pressure on a first call. If we aren't the right fit, we will say so.