Every Customer Moment is a Revenue Moment
Customer care goes beyond resolving issues. It includes the interactions that shape trust, reinforce value, and influence whether customers stay, renew, or expand. Televerde supports critical customer moments across support, care, and customer continuity to protect and grow revenue after the sale.
Customer Experience That Protects the Revenue You’ve Earned
90%
CSAT
SATISFACTION
$6M
ANNUAL COST SAVINGS
IMPACT
76%
FCR
RESOLUTION
71%
AVERAGE ROI
RETURN
Real People for Real-World Customer Issues
When things get complicated, customers need real people who can listen, think, and act. That’s why our customer care teams use technology to work smarter, while keeping human judgment and empathy front and center.
White Glove Concierge Support
Customers are supported by team members who actively listen, de-escalate, and stay with them from start to resolution, taking ownership, when needed, until it’s fully solved.
Training & Workforce Development Model
Agents go through rigorous foundational training, then are trained deeply on your specific processes, products, and customer expectations.
Compliance & Security
Agents operate in highly controlled environments, with customer data protected under strict security and compliance protocols and ISO/IEC-27001:2022 standards.
Flexibility & Surge Support
Capacity can scale up or down as needed to manage volume spikes, seasonality, or unexpected demand without disrupting se
Call Routing & Workflow Capabilities
Customer interactions are routed and managed according to your logic, priorities, and escalation paths—not a generic queue.
30+ Years of Frontline Experience
Built on three decades of direct interactions with prospects, partners, and customers, our teams know what works (and what doesn’t) in complex or high-stakes situations.
Global Coverage with Local Service
Customer care is delivered by teams in the United States, Argentina, and Scotland, providing global coverage with consistent service standards. When U.S.-only support is required, care is handled exclusively by U.S.-based teams.
How We Support You
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Live Voice Support
Inbound and outbound voice support is handled by trained agents who resolve issues in real time, reducing wait times, repeat contacts, and customer frustration during high-touch moments. Agents are prepared to manage emotionally charged and time-sensitive conversations where tone, judgment, and decision-making directly impact retention and revenue.
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Email Response Support
Timely and consistent email support prevents ticket backlogs, maintains SLA performance, and ensures customers receive clear, accurate responses without unnecessary follow-ups. Every interaction is handled with the same rigor as live support—aligned to brand voice, compliance requirements, and escalation protocols.
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Live Voice Support
Inbound and outbound voice support handled by trained agents who resolve issues in real time, reducing wait times, repeat contacts, and customer frustration during high-touch moments.
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Case / Issue Intake & Resolution
Structured intake, triage, and resolution processes ensure issues are properly categorized, prioritized, and closed. Each case follows a defined workflow with clear ownership, documentation standards, and resolution criteria—improving first-contact resolution while reducing escalations and operational rework.
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General Support (FAQs, Product Questions, Billing Inquiries, etc.)
Frontline support for common inquiries ensures customers receive accurate, on-brand answers quickly, while freeing specialized teams to focus on complex issues. Knowledge is continuously reinforced through training and quality assurance to maintain consistency as products, policies, or pricing evolve.
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Order Processing / Order Status
Support for order placement, changes, and status inquiries reduces operational bottlenecks and prevents customer frustration tied to delays or lack of visibility. Teams are trained to identify friction points that commonly lead to repeat contacts, complaints, or cancellations.
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Appointment Scheduling
Accurate scheduling, confirmations, and updates reduce no-shows, eliminate manual coordination, and improve the overall customer experience. Scheduling support integrates seamlessly with your internal systems and business rules, ensuring accuracy across regions, time zones, and service-level expectations.
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Escalation Paths
Clearly defined escalation workflows ensure complex or high-risk issues move quickly to the appropriate level of support. Escalations are handled with full context—not simple transfers—so customers aren’t forced to repeat themselves and internal teams receive complete, actionable information.
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Overflow & After-Hours Support
Flexible coverage absorbs volume spikes, overflow, and off-hours demand without overburdening internal teams or degrading service levels. This ensures continuity during critical moments while maintaining quality, compliance, and customer experience.
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Customer Onboarding & Transition Support
Structured onboarding support helps customers move smoothly from sale to activation, reducing early friction and accelerating time to value. Teams assist with communications, scheduling, and handoffs that support adoption while laying the groundwork for renewals and future expansion.
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Customer Advocacy & Loyalty Support
Ongoing customer engagement and follow-up support reinforces trust, surfaces renewal and expansion opportunities, and reduces churn risk. Activities are designed to support long-term customer value through consistent execution, accurate data capture, and alignment with retention and growth goals.
Ready to Elevate Your Customer Experience?
Televerde handles training, onboarding, and day-to-day management, so you can focus on results. Lean on our experienced team and customer-focused strategies to drive savings and measurable ROI. Curious about potential impact?
