CHARACTER STUDYUNIT 01 — SUPPORT
FIRST RESPONSE,UNDER A BUSINESS HOUR.
Email, chat and voice support — minutes on chat and phone, under a business hour on email, during your covered hours — your helpdesk, your macros, your voice. We recruit, train and QA the team in Amman; you watch CSAT hold at 85 or better on a dashboard you didn't have to build.
$1,950 a seat, monthly · live in fourteen days · month-to-month pilot
SC 02WHAT THE TEAM DOES
Email & chat queues
Full ownership of your inbox and chat widget, inside the helpdesk you already run — Zendesk, Gorgias, Intercom, or ours if you have none. Backlog cleared, tags clean, macros honored.
Voice support
Inbound calls answered on US numbers by agents screened hard for clear, professional English — half of applicants fail the first sixty-second phone call. Every call recorded, and voice notes from the actual agents before you sign.
Orders & tier-1 technical
Order issues, returns, billing questions and first-line troubleshooting resolved against your documentation. Right answer, full resolution, no invented policy — that alone is 30 points of the rubric.
Triage & escalation
The tickets that should reach your engineers arrive tagged, summarized and routed by escalation rules we agree at kickoff. Nothing reaches you raw, and nothing sits.
The management layer
A team lead on the floor every shift, QA sampling every agent weekly, and a live dashboard you don't have to ask for. You manage outcomes. We manage people.
SC 03NUMBERS WE SIGN FOR
- Email first response, business hours<1 HR
- CSAT, tracked weekly≥85%
- QA score / 100-PT rubric≥85
- Interactions scored per agent4/WK
Agreed in writing at kickoff and reported weekly: first-response time, resolution time, CSAT, QA score, volume handled. Month one gets double sampling — eight scored interactions per agent. A score under 80 means coaching within 48 hours; persistent misses mean a free replacement inside five business days. Contractual, not aspirational.
SC 04THE SERVICE LEVEL
- First response within 1 business hour.
- Chat
- First response under 60 seconds.
- Phone
- 80% of calls answered within 30 seconds.
- CSAT
- Measured and reported weekly.
All during your covered hours
How verification works
AI drafts where it helps — from your macros, your documentation, the order data and the history. A person checks that draft against the source, corrects it, and sends it; auto-send does not exist here. Every draft, every edit and every send is logged, so any message that reached your customer can be traced to the person who sent it.
For healthcare accounts we run a no-PHI model by default: anything containing protected health information routes to your US-resident escalation path instead of onto our floor.
SC 05THE RATE
- PER SEATONE PRICE
One price per seat. One-time setup from $1,000–1,500 per seat covers the two-week training build. Annual prepay −5% · month-to-month pilot.
$1,950a seat, monthly
5% annual escalator — wages in Amman rise, honestly priced.
SC 06AUDIENCE QUESTIONS
Email, chat and voice — including order issues, tier-1 technical and ticket triage with clean escalation paths. Agents work inside your helpdesk (Zendesk, Gorgias, Intercom) under accounts you own and can revoke in one click. No stack yet? We deploy ours.
Fourteen days, on a published schedule: success metrics in writing by day 2, immersion in your docs, macros and tone through day 7, supervised live work — a team lead reviewing 100% of output — through day 13, full go-live on day 14, with daily summaries for the first week.
Every sampled interaction is scored on the same 100-point rubric: accuracy & resolution (30), verification discipline (20), communication (20), empathy & ownership (15), process & compliance (10), efficiency (5). Four interactions per agent per week minimum, eight in month one — results land on your dashboard, not in a drawer.
Yes. Our standard shift tracks the Eastern business day, 9 to 5, year-round — we move our start by an hour when US clocks change. Pacific coverage is a scheduled night shift for us and priced accordingly. True 24/7 coverage of a single chair needs five seats.