In today’s experience-driven market, customer satisfaction is a Critical to Quality (CTQ) metric that defines success. If limited infrastructure or inconsistent response models are affecting your ability to handle rising call volumes, it's time to adopt a structured, Voice of the Customer to Critical to Quality (VoC-to-CTQ)- driven interaction model. Flatworld Solutions offers scalable, Lean–guided customer interaction services to eliminate inefficiencies and standardize engagement outcomes.

As an ISO 9001:2015 certified service provider with 20 years of experience, Flatworld Solutions integrates Define, Measure, Analyze, Improve, and Control (DMAIC) principles and Standard Operating Procedure (SOP)-based execution to build consistent, high-impact customer relationships. Our global delivery ecosystem ensures client retention through validated improvement and structured engagement strategies.

Customer Interaction Services that We Offer

At Flatworld Solutions, we design interaction models grounded in Lean Six Sigma methodologies—ensuring standardized workflows, minimizing Non-Value-Add (NVA) steps, and achieving measurable service quality improvements. Our services include:

Inbound and Outbound Calls Management

Our team of qualified customer care experts manages inbound and outbound communications using SOPs governed by CTQ metrics and real-time performance dashboards. Inbound teams resolve client issues using empathy and statistical root cause identification, while outbound agents engage prospects through structured scripts designed for minimal variance and higher conversion accuracy. Our relationship agents have proven their efficiency because we have already served hundreds of corporate giants and startups to get people's attention for their offerings.

Email & Chat Support

We manage backend email and chat support via a scalable, Service Level Agreement (SLA)-bound delivery model. Every interaction is tracked using VoC-aligned satisfaction markers, with performance evaluated through control checkpoints. You only pay for the service, not the infrastructure, making it ideal for growing businesses. Say your small business needs backend agent support but can't afford to run full-fledged operations due to cost concerns, then we can intercept emails and chats to help your customers get the best value. Here, you will be invoiced only for services, not for infrastructure or full-time hires.

Lead Generation Support

To keep up with the competition, you will need agents who know your offerings the same way you do. Our lead generation model utilizes segmentation and DMAIC mapping to effectively position our offerings. Agents are trained to translate product value into CTQs, thereby supporting the generation of higher-quality leads and enhanced visibility in competitive markets.

Telemarketing Support

We have experts who are skilled at cross-selling relevant products and services by identifying the client requirement. They are tech-savvy and use the best telemarketing strategy to drive values to callers who inquire about products.

Invoicing and Collections

If you want a backend team to manage billing and collections, get it done through us without worrying about full-time pay, employee benefits, or the infrastructure to run all billing operations. We handle billing, collections, and account reconciliation so you get stress-free outcomes without lifting a finger.

Technical Support

We offer a comprehensive range of B2C and B2B technical support to retailers, e-commerce companies, corporations, and startups that can't afford a dedicated team or are seeking ways to eliminate additional expenses. Our technical support operations follow structured triage models embedded with Poka-Yoke mechanisms to prevent escalation errors. Support performance is monitored against SLA thresholds and CTQ metrics to ensure the resolution of root-cause issues.

Surveys & Customer Helpdesk

Surveys and helpdesk operations have long been our forte. We have qualified surveyors who can wisely craft questions that have the highest probability to be answered by people. This helps you understand your customers better. We also run a helpdesk for businesses by being their customer-facing entity which resolves client concerns.

Customer Interaction Services Process We Follow

We execute all customer interaction initiatives within a structured engagement lifecycle. Each stage is anchored in process mapping, CTQ identification, and validation of improvement.

Gathering Client Requirements

We define baseline SLAs and CTQs by mapping business needs to expected customer experience metrics.

Strategizing Customer Interaction Solutions

We design a response framework under the DMAIC lifecycle, ensuring alignment between VoC feedback and process capability.

Appointing Implementation Teams

We bring together customer interaction teams whose headcount is decided by you and sign the NDA

Customer Interaction

The team will be assigned to various customer interaction roles and provided scripts to ensure a smooth process

Delivering Complete Reports

We keep track of the time spent on each customer, measure satisfaction, and optimize the approach

Why Outsource Customer Interaction Services to Flatworld Solutions?

Outsourcing customer interaction services to Flatworld Solutions can benefit you in many ways. Our personalized customer interaction solutions suit all businesses that want global presence. Additionally, many perks can be had by choosing customer interaction service provider like FWS, some of which include -

ISO Certified Customer Interaction Services Provider

When you outsource customer interaction services to FWS, we assure you with our unwavering commitment to ISO 9001:2015 standards of customer interaction.

100% Data Security

Our security protocols adhere to global audit standards, ensuring that NVA data handling steps are eliminated and critical client data is protected.

Flexible Pricing Option

Our pricing adapts to your CTQs, delivering optimal value by focusing solely on high-impact deliverables.

International Standards Quality

FWS is a top outsourcing customer interaction services partner with 22 years of experience in customer care and call center solutions. So, when you outsource customer interaction services to us, you get guaranteed international quality results.

Latest Tools and Technologies

We count on the best tools and tech to deliver an amazing experience to your customers that they'll always remember.

Dedicated and Experienced Team

We have a large talent reserve with experienced call center professionals. We also have partners from offshore regions so it helps us cater to clients those regions with complete knowledge of the local culture and language.

On-time Delivery

Cycle time and response lag are tracked using Value Stream Mapping (VSM) tools to ensure SLA-bound outcomes and no delay variance.

24/7 Customer Support Services

We have global contact centers in all regions that can be reached by phone call, email, or web chat support. Our agents will serve you best in your local time zone.

Highly Scalable

We support process scale-up through modular team structures and SOP-based expansion planning.

Other Services You Can Benefit From

Technical Support Services

Remote IT Support Services

Toll-free Customer Support

Email Support Services

Client Success Stories

Flatworld Provided Outbound Calling to an Event Management Firm to Confirm Attendee List

An event management firm headquartered in the US offshored outbound calling to confirm the attendee list. We trained 15 agents in a week to scale ops. The client agreed to renew the contract because of project success.

Flatworld Provided Cold Calling Support to a Contract Research Organization

A contract research firm specialized in safety & compliance of life sciences and food industry outsourced cold calling support to measure the interest of prospects and turn them into warm leads. Our solutions impressed the client.

Client Testimonials

I have been using Flatworld Solutions for the telemarketing service for the past few months and have always been completely satisfied. They do an excellent job, are always punctual, and offer the most competitive rates. They have been very reasonably priced and have done exactly what we've asked of them.

Spokesperson, Travel solutions company in London

More Testimonials

Outsource Customer Interaction Services to Flatworld Solutions

FWS is touted as the most trusted and committed customer interaction service providing company. Being an ISO certified customer support provider with streamlined work ethics, you'll receive the best customer interaction services to multiplying the number of happy customers who are likely to repeat orders. This will in turn boost your revenue and relationship with consumers.

Looking to boost CSAT scores and reduce churn with Lean Six Sigma–driven customer interaction services? Get in touch for a diagnostic consultation to evaluate your current engagement model.