BUSINESS PROCESS OUTSOURCING · SERVICE 07

Customer Service & Contact Center Outsourcing

Endpoint Logic provides trained customer service teams to handle inbound and outbound customer contact on your behalf — by phone, email, live chat, and social media. We work as an extension of your team, following your scripts, escalation paths, and service standards.

Last updated 22 October 2026

What's included

  • Inbound call handling Customer enquiries, complaints, and support calls answered in your name, following your escalation and resolution procedures.
  • Outbound calling Follow-up calls, surveys, appointment reminders, and collections — with call recordings and outcome logging.
  • Email support Customer emails responded to within your agreed SLA, using approved templates and tone-of-voice guidelines.
  • Live chat and social media Real-time responses on your website chat widget and social media channels during agreed coverage hours.
  • Ticket management Issues logged, tracked, and closed in your CRM or helpdesk system, with escalation to your internal team when needed.
  • Reporting Weekly and monthly reports on volume, response times, resolution rates, and customer satisfaction scores.

How engagement works

#StepTypical timing
01 OnboardingWe review your products, services, FAQs, scripts, and escalation paths. Access to your systems set up. 1–2 weeks
02 TrainingTeam trained on your brand, tone, common queries, and how to handle complaints and escalations. 3–5 days
03 Soft launchLive with reduced volume, supervised calls, and close-loop feedback to refine handling before full rollout. 1 week
04 Full operationFull volume, regular performance reviews, and script/process updates as your products change. Ongoing

Technologies and tools

We work with the tools you already run where possible. Common technologies we support:

  • Zendesk
  • Freshdesk
  • HubSpot CRM
  • Salesforce
  • Twilio
  • WhatsApp Business API
  • Intercom
  • Google Workspace

Frequently asked questions

What hours do you cover?

Coverage hours are agreed during onboarding. We support standard business hours (Mon–Fri, 8 am–6 pm EAT) as a baseline. Extended hours and weekend cover can be arranged depending on volume and role requirements.

What languages do your agents speak?

Our agents are fluent in English and Swahili. Agents with additional language proficiency are available for specific requirements — contact us to discuss.

Do you use our existing CRM and helpdesk?

Yes. We work in your existing tools wherever possible — Zendesk, Freshdesk, HubSpot, Salesforce, or a custom system. If you do not have a tool yet, we can recommend one.

How quickly can we go live?

Onboarding and training typically takes two to three weeks from a signed agreement, depending on the complexity of your product and process documentation.

Can we see call recordings and tickets?

Yes. Call recordings, ticket logs, and activity reports are accessible to you at any time.