Customer operations, outsourced on contract
RITS runs voice, chat and email support for companies in the United States, Canada and the United Kingdom. Dedicated teams, shared pools and overflow cover, delivered against an agreed service level.
Operating models
Choose the shape of cover that matches your volume and your quality bar.
Dedicated team
Named agents working only on your account, your scripts, your quality bar.
Shared pool
Access to a trained pool for seasonal demand and peaks.
Overflow and after-hours
Cover for the hours your in-house team cannot staff.
Project campaigns
Outbound calling for renewals, verification, surveys and win-back.
Contract and service terms
Service levels, quality and security are written into the agreement.
- Master Services Agreement plus Statement of Work, NDA available
- Service levels: answer rate, response time, quality score and schedule adherence, reported monthly
- Quality assurance: call recording, scorecards, calibration sessions, coaching
- Ramp schedule and seat minimums set in the SOW
- Business continuity and disaster recovery plan
- Data protection: GDPR and UK GDPR terms, data processing agreement, recording consent policy
- Security: access control, clean-desk policy, monitoring
Onboarding timeline
Four weeks from kickoff to a staffed, measured operation.
Week 1
Process mapping and tooling.
Week 2
Script and knowledge base build.
Week 3
Agent training and pilot calls.
Week 4
Go live with QA in place.
What reporting you receive
Performance is reviewed on a fixed cadence, not on request.
Daily dashboard
- Day-by-day performance visible to your team.
Weekly performance summary
- A weekly wrap of service levels and QA results.
Monthly business review
- QA trends and a volume forecast for the month ahead.
Questions buyers ask
We support the sectors RITS already operates in, including technology, education, financial and administrative services, retail, events and hospitality.
Tell us your volumes and hours and we will send a proposal within 24 working hours.
Request pricingRequest a proposal
Tell us the role, the hours and the tools involved. We will come back with a proposal within 24 working hours.
Prefer to talk? Email info@rits-qatar.com