Get lean-driven call center optimization services to give you dependable quality that locks in a guaranteed 95% Customer Satisfaction Score (CSAT).
Call Center Services for Omnichannel Engagement
At Flatworld Solutions, our call center services act as a 24/7 extension of your brand—managing every customer interaction across phone, email, and chat—so you keep satisfaction high, earn lasting loyalty, and stay free to focus on growing your core business.
We keep your support lines open round the clock ensuring unbroken availability and built-in redundancy. This ensures your customers reach a live agent 100% of the time.
Our Lean-driven routines map each Voice-of-Customer (VOC) cue to the quality targets you actually track—speed, accuracy, and loyalty. And with weekly Define, Measure, Analyze, Improve, (DMAIC) huddles that cut the steps that add cost but no value, we reduce average resolution time by nearly a third and keep First-call Resolution (FCR) comfortably above industry norms.
The same lean discipline holds our 95 percent CSAT steady even when volumes spike, while our modular staffing model lets you flex headcount without paying for idle seats. Real-time data feeds your business intelligence dashboard with the metrics that matter, so operations can focus on growth initiatives instead of firefighting service gaps.
Contact us today to turn those richer, faster resolutions into tangible growth opportunities for your business.
Call Center Services for Enhanced Customer Interaction
Our Lean-optimized contact center services are designed to align inputs with Critical-to-Quality (CTQ) factors, ensuring that time and effort are efficiently directed towards accelerating response times, minimizing errors, and enhancing customer loyalty scores.
Inbound Call Center Services
Get 24/7 availability to boost CSAT. We leverage Natural Language Processing (NLP)-powered routing for customer inquiries, eliminating non-value-adding (NVA) steps to standardize workflows and achieve a faster resolution rate.
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Outbound Call Center Services
Get help with targeted campaigns increasing sales conversions. Predictive dialing systems and data analytics drive our outbound services, fostering customer engagement, revenue acceleration, and collection of actionable insights.
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Virtual Assistant Services
Our virtual assistants use Lean protocols to ensure 24/7 CTQ-compliant support with error-proofed (Poka-Yoke) processes, so your customers get help in seconds rather than minutes, lifting satisfaction without adding headcount for overnight shifts.
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Technical Support Outsourcing
Our Lean Six Sigma (LSS) -trained, Information Technology Infrastructure Library (ITIL)-certified agents handle everything from a forgotten password to a Tier 3 outage, using poka-yoke diagnostics that cut mean-time-to-repair and lift first-pass fixes delivering expert help 24/7 without the cost of an in-house desk.
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Call Center Quality Monitoring
With smart call recording, speech analytics, and on-the-spot coaching, we spot wasted effort fast, provide immediate training to agents and cut errors by about 30 % while also enhancing quality.
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Content Moderation Services
Our skilled moderators follow a tight checklist, guided by poka-yoke safeguards that flag policy breaches fast. This lean workflow shortens review time while keeping every post within strict CTQ standards.
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CCTV Monitoring Services
Our CCTV analysts follow a tight, fail-safe checklist backed by smart video analytics, flagging real threats the instant they surface and reinforcing your security without piling on extra guard hours.
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Email Support Services
A single-pane Customer Relationship Management (CRM) view and standard work templates keep every reply inside your CTQ guardrails, shrinking turnaround and elimination documentation errors
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Live Chat Support Services
Pre-approved chat flows and live takt boards guide agents to the answer on the first pass, improving average handle time and stripping out the non-value steps that slow customers down.
More InfoCall Center Services in the Philippines
Our Philippines center taps into a highly skilled, English-fluent workforce, well-known for delivering excellent customer service at competitive costs. Our Lean Six Sigma discipline keeps each process aligned with your Critical-to-Quality targets, while redundant internet and power keep support uninterrupted.
We stand as a global leader in call center services, with a strong foothold in over 10 countries, including the UK, USA, India, and Kenya. By partnering with us, you gain the advantage of time zones and the promise of exceptional customer support. Ready to elevate your customer experience? Join us and unlock unparalleled service excellence.
Our Customer Service Support Process Flow
Our customer service framework is engineered with meticulous attention to detail, following a proven 7-step customer support process mapped to the DMAIC cycle of Lean Six Sigma, so every interaction is both swift and precise. Our Process guarantees that every customer interaction is executed with the utmost precision. This strategic approach not only fortifies customer satisfaction but also optimizes your operational workflow, granting you a substantial competitive edge.
We log each call, email, chat, or social post as VOC input, mapping it to the CTQ goals that guide our support teams.
Our Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) follow lean routing rules that send each inquiry straight to the best-suited agent, cutting out wasted steps before the conversation even begins.
Poka-yoke checks confirm identity quickly and accurately, protecting data integrity without slowing the customer down.
Access to customer histories allows for swift issue identification and reduced resolution times.
Agents consult a detailed knowledge base to resolve issues, with complex cases escalated to specialists.
We confirm issue resolution and customer satisfaction through proactive follow-up communication.
We roll VOC data into Key Performance Indicator (KPI) dashboards, spotting trends and feeding the next DMAIC review.
Regular Kaizen pulses use those metrics to fine-tune scripts, workflows, and staffing—keeping the support process in continuous flow.
Call Center Consulting Services for Performance Optimization
Beyond outsourced operations, our experts consult with your in-house teams for performance optimization, curb operational costs, and elevate service levels. Our tailored solutions not only enhance your customer service but also align it with your strategic growth plans. Our consulting has helped clients reduce call handling times by 30% and cut operating costs by up to 20% therefore improving overall call center operations.
Offshore Call Center Services
Our offshore teams offer local language proficiency, cultural alignment, and comply with international standards. ISO-certified facilities, encrypted networks, and secure VPNs safeguard your data, while 24/7 staffing and rapid ramp-up capabilities keep service consistent—even during peak surges.
Hire A Call Center
With Hire-a-call-center, If you get a team that feels inhouse without the overhead cost. Get access to a dedicated group of agents trained to your exact playbooks and KPIs, plus the freedom to scale headcount up or down on demand. Our flexible pricing models continual upskilling and predictive dialing and IVR systems, keeps every interaction efficient and personalized.
Our Industry-specific Expertise in Bolstering Customer Support
Healthcare
We handle patient appointment scheduling and helpline queries, acting as an extension of your clinic’s front desk.
Ecommerce
From order tracking to returns processing, we ensure your customers get swift answers, improving your store’s reviews and repeat business.
Real Estate
Our agents streamline property viewing bookings, manage documents, and improve property portfolio management.
Banking and Financial
We provide secure account inquiries handling and credit card support, with agents trained in PCI-DSS compliance for secure transactions, adhering strictly to financial compliance standards.
Travel & Hospitality
We handle customer complaints, provide travel advisory, and promote tailored offers and upgrades.
Retail
We assist in inventory inquiries, manage loyalty programs, and facilitate seamless omnichannel retailing.
Education
Our services facilitate course inquiries, provide student support, and assist in alumni engagement.
Insurance
We help with policy upgrades, manage policyholder communication, and provide information on risk management.
IT & Software
With our call center services, you can manage software updates, facilitate user training, and provide software integration support.
Mortgage
Our BPO support services extend to mortgage refinancing, provide mortgage advisory, and handle credit inquiries.
Legal
We facilitate appointment bookings, manage case updates, and assist with general document queries.
Customs Brokerage
Our call center experts help manage customs compliance, facilitate shipment tracking, and provide import/export advisory.
Technologies We Leverage
Digital Technologies
Artificial Intelligence
Automation
Digital Transformation
Cloud
IVR
Omnichannel
Software We Use
Premier Customer Support and Call Center Consulting Services
By partnering with us, you gain a strategic ally who will lower your support costs, improve your customer satisfaction, and deliver actionable insights into customer behavior. We use advanced analytics and bespoke communication strategies to propel your business to new heights. The key indicators of our services include:
State-of-the-Art Infrastructure
Our robust, scalable, and secure technology ensures your customers experience zero downtime even during peak hours.
In-Depth Customer Insights
Leveraging advanced data mining and sentiment analysis, we gain deep insights into customer needs, fostering personalized service and predictive customer support.
Strategic Process Improvement
We apply continuous improvement strategies, such as Six Sigma, to enhance call center operations, reduce errors, and ensure high-quality customer interactions.
Access to Global Talent
Our international footprint provides access to a diverse and skilled talent pool, offering language proficiency, cultural compatibility, and round-the-clock service.
Strict Regulatory Compliance and Data Security
We maintain rigorous adherence to compliance standards like GDPR and HIPAA and utilize top-tier encryption to safeguard data integrity and customer privacy.
Assured Business Continuity
Our comprehensive disaster recovery strategies and redundant systems ensure your customer service functions remain uninterrupted, upholding your reputation and customer confidence.
Tailored Service Packages
Our flexible and customizable service options are tailored to meet your specific business requirements, offering optimal value and efficiency.
Proactive Customer Relationship Management
Our forward-thinking approach to customer relationships strengthens connections, increases customer lifetime value, and minimizes attrition.
Additional Resources to Explore
How is AI Becoming Instrumental in Boosting Call Center Productivity
For a long time, call centers have been the perfect environment for innovation and technological advancement, making it ripe for implementing AI. Read this article to know how AI is boosting call center productivity.
How Smart Contact Centers Can Transform Customer Interaction?
Every small and mid-sized enterprise is ready with resources and a budget to roll out transformative steps. So, for those who don't know what lies ahead, this is the article to help you weigh your choices.
9 Digital Transformation Trends That Have Changed the Customer Experience Forever
It is now more imperative than ever for companies to undergo digital transformation to remain relevant. Read this article to learn about the trends that have changed the customer experience forever.
What We Do In CALL CENTER
Call Center DATA SECURITY
Client Success Stories
Brewing Success: How Innovative Telemarketing Revitalized a Global Green Tea Brand's Outreach and Sales
The customer is one of the leading green tea products company. They are one of the most successful sellers of eco-products and organic cosmetics to clients around the globe.
Read MoreBridging Business Opportunities: Flatworld's Appointment Mastery Boosts Washington IT Firm's Engagement
The client is from the software and IT sector. The client is based in Florida and has an operating center in Washington DC.
Read MoreOutsource Call Center Services to Flatworld Solutions
With Flatworld, you get the triple benefit of reduced costs, superior technology, and exceptional talent managing your customer interactions. Guided by Lean Six Sigma discipline, we translate every Voice-of-Customer insight into Critical-to-Quality targets, so callers leave satisfied while your team saves time and budget. With a focus on hyper-personalization, we enable proactive service and tailored offerings.
Join 200+ companies worldwide who have elevated their customer support with us. Our commitment to quality has earned us a 95% client retention rate and now we’re ready to take your customer experience to the next level. With us, you can access a global network of delivery centers ensuring compliance with international standards and local market nuances, providing a distinct advantage in global customer engagement and operational agility.
Ready to elevate your customer experience? Contact us today for a free consultation on how our call center services can be tailored to your needs.
Contact Us
Payal Doshi, Head - Marketing and Communications,Imaginarium Solutions Pvt Ltd
Denis Lysenko, CEO, Di Develop Inc
FAQs
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USA
Flatworld Solutions
116 Village Blvd, Suite 200, Princeton, NJ 08540
PHILIPPINES
Aeon Towers, J.P. Laurel Avenue, Bajada, Davao 8000
KSS Building, Buhangin Road Cor Olive Street, Davao City 8000
INDIA
Survey No.11, 3rd Floor, Indraprastha, Gubbi Cross, 81,
Hennur Bagalur Main Rd, Kuvempu Layout, Kothanur, Bengaluru, Karnataka 560077
