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OUTSOURCED Tech Support
Outsourced Tech Support That Works Like an Extension of Your Team
TL;DR: CallZent offers outsourced tech support with bilingual agents in Tijuana, Mexico. We help businesses reduce costs, provide 24/7 multilingual support, and scale operations efficiently without sacrificing quality.
Tech problems don’t care about business hours—and neither should your support team. In a world where customer experience can make or break your brand, fast, reliable tech support is non-negotiable.
At CallZent, we provide outsourced tech support that feels local, sounds natural, and works seamlessly with your internal systems. Based just minutes from the U.S. border in Tijuana, Mexico, our team delivers high-quality, bilingual service that’s tailored to U.S. companies looking for better support at a smarter price.
Why More Businesses Are Outsourcing Tech Support
• Cut Costs Without Cutting Corners: Save 30–50% over in-house support without compromising on service quality.
• Instant Scalability: Ramp up during launches or scale down during slow seasons—no hiring delays or overhead.
• 24/7 Live Support: We’re online and ready to help no matter the time zone or platform.
• Bilingual Agents: Fluent in English and Spanish, ready to assist your entire North American customer base.
• Omnichannel Coverage: Voice, chat, email, helpdesk—we integrate where your customers are.
What Our Tech Support Agents Handle
Whether it’s a lost password, a failed install, or a glitchy checkout page, our agents are trained to resolve issues quickly and respectfully.
• App & Software Troubleshooting
* Login & Password Resets
* Hardware Configuration
* Connectivity Issues
* Customer Education & Walkthroughs
* Bug Reporting & Escalation to Dev Teams
Who We Support
We work across industries where tech and customer support intersect. Here are just a few verticals where we shine:
• SaaS & Startups: Fast onboarding, bug reporting, Tier 1–2 support
• E-commerce: Troubleshooting carts, payments, and customer portals
• Healthcare: EMR platforms, HIPAA-conscious support, scheduling software
• Telecom & ISP: Device setup, speed tests, network issue triage
• Fintech: Secure account help, transaction troubleshooting, 2FA support
Nearshore vs. Offshore vs. In-House
Security & Compliance
We understand the importance of keeping your systems and customers secure. Our operations are designed to meet high compliance standards and protect your data.
• Secure remote access with access control policies
• Optional call recording, screen capture, and QA logs
• Confidentiality agreements and background-checked agents
• Supports HIPAA, PCI-DSS, and SOC 2 alignment (with client-provided systems)
Our Stack: What We Integrate With
We work inside your tools—not ours. From your CRM and helpdesk to Slack or Microsoft Teams, we blend right in:
• Zendesk, Freshdesk, Intercom, Salesforce
• LiveChat, Drift, HelpScout
• Custom-built CRMs and apps
• Dialers and ticketing systems
Why Choose CallZent?
Bilingual Expertise: Spanish-English fluency built into every interaction
Real Human Support: Empathetic, professional agents—not scripts or bots
Real-Time Visibility: Transparent dashboards, weekly QA reports, and daily syncs
U.S. Collaboration, Mexico-Based Execution: The best of both worlds
Let’s Make Tech
Support Your Strength
When support lags, customers churn. When tech issues go unresolved, trust breaks. Don’t let your helpdesk become a weak point. Let CallZent power your tech support and help you turn customers into loyal fans.
• 📞 Book a free consultation
• 📈 Get a custom plan that fits your stack, hours, and growth goals
• 🤝 Launch in days—not weeks
CallZent handles the support.
You stay focused on building your business.
How Our Tech Support Process Works
We keep things simple, fast, and focused on outcomes. Here’s how onboarding and support delivery works at CallZent:
1. Discovery Call: We learn your systems, goals, support challenges, and customer expectations.
2. Custom Plan: We build a support plan that aligns with your workflows, tools, hours, and SLAs.
3. Agent Selection: We handpick bilingual agents with the right tech experience and soft skills.
4. Training & QA Setup: You walk us through your knowledge base, SOPs, and preferred responses. We record QA benchmarks.
5. Go Live: Your agents launch with full visibility. You receive daily reports, feedback loops, and full control.
More Real-World Use Cases
• Fintech Startup: Provided password reset, KYC, and app navigation support to over 50,000 users—without needing in-house agents.
• E-Commerce Brand: Helped resolve order tracking, checkout errors, and mobile bugs during seasonal sales spikes.
• Healthcare Scheduling Platform: Offered HIPAA-conscious Tier 1 tech support for providers and patients using secure ticketing tools.
Why Choose CallZent: Beyond the Basics
Choosing a tech support partner isn’t just about filling seats—it’s about choosing a team that works like your own. Here’s why clients trust CallZent:
• 90%+ English fluency: All agents pass standardized English proficiency and technical communication tests.
• 35+ WPM typing speed: Ensures fast, efficient ticketing and documentation.
• Customer Empathy Training: Every agent receives ongoing soft skills development to maintain customer satisfaction and reduce churn.
• Live Monitoring & Coaching: Team leads track quality in real time and adjust coaching accordingly.
• Transparent Results: Weekly QA scorecards, CSAT/NPS reporting, and ticket resolution metrics delivered straight to your inbox.
AI-Powered Support, Still Human at the Core
We believe in using technology to enhance—not replace—human support. That’s why CallZent leverages smart QA tools and automation to deliver faster resolutions and better service:
• Speech & Sentiment Analysis: Real-time voice monitoring highlights frustration or dissatisfaction.
• Ticket Categorization AI: Speeds up routing and ensures faster SLAs.
• Live Chat Auto-Suggestions: Boosts agent efficiency with faster responses.
• Call Recording & Coaching Tools: Integrated with tools like Observe.AI or Scorebuddy for agent improvement.
Add-On Services for Growing Teams
We don’t just offer agents—we offer a full ecosystem for smarter support:
• Onboarding Portals: Let us build training content and interactive learning paths for your agents.
• Custom Dashboards: Visualize performance, call volumes, response times, and more with automated reporting.
• In-App Chat Plugins: We can help configure or manage your tech support widgets and flows.
• Dedicated QA Team: Add a layer of support-focused QA for larger teams or regulated industries.
FAQs
Yes. We can provide 24/7 coverage, including weekends and holidays. You choose your preferred schedule.
Most tech support campaigns can go live in under 10 business days once SOPs and credentials are approved.
Absolutely. Start small and scale based on your volume and needs. We support startups and enterprises alike.
Yes. We provide onboarding sessions and platform-specific training for every new campaign.
Yes. We offer multi-tier support. Our Tier 1 agents filter and resolve basic issues. For deeper problems, we create structured escalations to your internal team or specialized Tier 2 agents.
We implement weekly QA reviews, real-time agent monitoring, scorecards, and mystery shopper programs to keep standards high. You’ll receive access to QA dashboards and call recordings.
Yes. Our agents use your scripts, tools, tone of voice, and brand guidelines. To your customers, it will feel like they’re speaking directly to your in-house team.
We integrate with Zendesk, Intercom, Salesforce, Freshdesk, Zoho Desk, HelpScout, Gorgias, and more. If you have a custom CRM or app, we can train on it as well.
Let’s Talk
* 📞 Book a free discovery call today
* 🧠 Get a tailored proposal and ramp-up plan
* 🚀 Go live in under 10 days
Smart support starts here.
Let’s build it together.
