Cyberbacker's outsourced customer service gives you a fully trained, fully managed support team at up to 50% lower cost than domestic call centers. Your Cyberbackers can add extra hands on your support lines when volume spikes, or become your full customer service team, handling every call and every ticket.
What your customer service team handles
A warm, professional first impression on every contact, from people trained on your products, services and policies.
Support lines and inbound calls
The first point of contact for your customers, partners and the public, on every call your business receives.
Every ticket
Working your support queue so no customer question sits unanswered, alongside the phones.
Overflow when volume spikes
Extra hands on your support lines for busy seasons, launches and peak hours, while your own team keeps going.
Routing to the right person
Answering what can be answered on the spot and routing every other inquiry to the right department or individual.
A knowledge base that stays current
Keeping an up-to-date knowledge base of your offerings and updates, and accurate contact records and communication logs.
Feedback that improves the business
Recording interactions and customer feedback, and reporting insights to improve operations and satisfaction.
In-house or outsourced customer service
What changes when your customer service team is a Cyberbacker team.
| In-house team | Cyberbacker team | |
|---|---|---|
| Hiring and replacing agents | Your managers recruit, interview and replace | Your Account Manager hires, trains, manages and replaces talent |
| Training | On your payroll, often after they start | On your products, scripts and systems before they start, plus Cyberbacker University |
| Coaching | When a manager has time | Role-play bots and coaching feedback built in |
| Handling spikes | Overtime or a slower response | Extra hands on your support lines when volume spikes |
| Cost | Salaries, benefits, payroll taxes and turnover | Up to 50% lower cost than domestic call centers |
Included with every team
Role-play bots
Your team practices real scenarios and gets coaching feedback to apply on every call.
A dedicated Account Manager
Your single point of contact. We hire, train, manage and replace talent.
Your stack, built for you
We build your tech stack, training and ongoing education, so your team keeps improving.
Cyberbacker University
Full access, plus training and a competency test built for your company.
Optional add-ons
Discounted pricing through Cyberbacker- Dialpad Contact Center
- Coaching Cards
- Dialpad AI
- CRM integration, done for you
What sets the cost
Cyberbacker's Enterprise Call Center runs up to 50% lower cost than domestic call centers. Every team is scoped around five things, so you pay for the team you actually need.
Team size
How many Cyberbackers your call volume needs, from extending your team to becoming the whole team.
Hours and coverage
The hours and days you need covered, and whether coverage follows your business hours or more.
Inbound, outbound or both
Answering your customers, calling your leads, or a team that does both.
Sales, service or both
Customer service, sales and appointment setting, or a mix of the two.
Add-ons
Optional tools such as Dialpad Contact Center, Dialpad AI, Coaching Cards and CRM integration.
The roles behind the team
Each team is built from these roles, trained on your scripts and systems.
Concierge Backer
A Warm, Professional First Impression, Every Time
- Act as the first point of contact for clients, partners, and the public
- Provide detailed information about your business's products, services, and policies
- Route inquiries to the appropriate department or individual
Lead Backer
More Leads Converted. Less Time Managing Them.
- Service inbound leads from sign calls, closets, and online sources
- Nurture leads through steady, consistent communication
- Track completed tasks and goals to measure lead conversion and meet performance benchmarks
Data Backer
Never Miss a Detail. Never Miss an Opportunity.
- Gather leads through social media and other websites
- Build and manage people-search databases
- Find phone numbers, email addresses, and other key contact information on leads
Questions about outsourced customer service
What is outsourced customer service?
Outsourced customer service means an outside team answers your customers' calls and tickets on your behalf. With Cyberbacker, that team is fully trained on your products and policies, fully managed by a dedicated Account Manager, and costs up to 50% less than a domestic call center.
Can you outsource only part of customer service?
Yes. Cyberbackers can add extra hands on your support lines when volume spikes, or become your full customer service team handling every call and every ticket.
How much does it cost to outsource customer service?
It depends on the size of the team, the hours you need covered, whether the team also makes outbound calls, and any add-ons such as Dialpad Contact Center. Cyberbacker's Enterprise Call Center runs up to 50% less than a domestic call center, and your price is scoped with you in a consultation.
Will the team know our products and policies?
Yes. Your Cyberbackers learn your scripts, systems and processes before they start, keep an up-to-date knowledge base of your offerings, and keep developing with Cyberbacker University and coaching feedback.
What happens when a customer needs someone on our team?
Your Cyberbackers answer what they can and route every other inquiry to the right department or individual, logging each interaction so nothing is lost in the handoff.
Who manages the team?
A dedicated Account Manager is your single point of contact and hires, trains, manages and replaces talent, so you are not managing agents yourself.
Why do companies outsource customer service?
Most do it to cover more calls and tickets without hiring, training and managing a larger in-house team, and to handle volume spikes without overtime. Cyberbacker adds a fully trained, managed team at up to 50% lower cost than domestic call centers.
More from the Enterprise Call Center
Call center outsourcing
The full Enterprise Call Center: inbound and outbound, sales and customer service.
Outbound and telemarketing
Cold calling, lead qualification and appointment setting by a team trained on your scripts.
Outsourced sales team
Your leads worked, qualified and booked, alongside your reps or as your whole front line.
Appointment setting
One dedicated appointment setter, part-time or full-time, keeping your calendar full.
We're your easy button.
Results that grow your bottom line, without the overhead.
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