Customer support outsourcing that runs like your own team.
We build, staff, and operate a dedicated support team for your business — chat, email, and phone — with the workflows, QA, and reporting of an in-house department, at a fraction of the cost.
- 40–60% cheaper than in-house
- Live in 15 days
- 98.4% SLA adherence
- to Go Live
- 15 Days
- Managed for You
- 100%
- Performance Reporting
- Weekly
- Queue Monitoring
- 24/7
Across all managed operations. Updated quarterly.
Support breaks at exactly the wrong moment — when you’re growing.
The patched-together approach works until it doesn’t. Here’s where it usually falls apart.
Tickets pile up faster than you can hire
Every growth spurt buries your team in conversations. Response times slip, CSAT drops, and the people you hired to build product end up triaging the inbox.
Freelancers and VAs don’t scale
A single contractor has no backup, no QA, and no system. When they’re sick, on vacation, or they leave, your support coverage leaves with them.
In-house hiring is slow and expensive
Recruiting, training, software, and management overhead add up long before an agent answers their first ticket — and US salaries make every seat costly.
You can’t see what’s actually happening
Without reporting, support is a black box. You don’t know your resolution rate, your backlog trend, or whether quality is holding as volume climbs.
A managed support department, built and run for you.
CX Transformation Solutions isn’t a staffing agency that hands you a person and walks away. We design the entire operation — the workflows, the SLA tiers, the escalation paths, the quality scorecards — and then we staff it with trained, English-speaking agents and run it day to day.
Your team works inside the tools you already use — Zendesk, Intercom, Freshdesk, Gorgias, HubSpot, or a custom stack — so there’s no migration and no disruption. We map your tone, your policies, and your edge cases before anyone goes live, so customers feel a seamless extension of your brand, not an outsourced call center.
From day one, a dedicated operations lead owns the numbers: response and resolution times, CSAT, backlog, and agent activity, reported back to you every week. You get the accountability of an internal team without the cost or the management load.
Onboarding is collaborative, not a black box. In the first week we run a working session to capture your tone, your most common ticket types, and the edge cases that trip up generic outsourcers — refunds, account access, escalations — and turn them into a macro library and decision tree your agents follow. By go-live, the team already sounds like you.
What’s included
- Dedicated, trained agents — not a shared pool
- Works inside your existing helpdesk and CRM
- Documented workflows, SLAs, and escalation paths
- Weekly KPI reporting and daily monitoring
Support Operations Dashboard
Real-time visibility into chat, email, and phone support performance.
Support Console
Chat, email, and phone — managed in one place.
Live Support
Real-time queue health across channels.
Structure first. Everything else follows.
From contract to live operations in 15 days. Here's exactly what happens.
Kickoff & Requirements
Discovery call, requirements review, SLA agreement, contract signing, and setup fee with brand and workflow review before operations begin.
Systems Design
We architect the support infrastructure: workflows, SLA tiers, tooling configuration, and team structure. Designed to match your product, your volumes, and your customers.
Go Live & Optimize
Operations begin with daily monitoring active from day one; weekly detailed performance reports including response times, resolution rates, CSAT scores, and agent activity.
What you get with managed support outsourcing.
40–60% lower cost
Egypt-based operations deliver the same service quality for roughly half what an equivalent US in-house team costs — with no recruiting or HR overhead.
Live in 15 days
We design and launch your support operation in about 15 business days, not the 60–90 days a traditional BPO or in-house build takes.
True US-hours coverage
Egypt’s time zone fully overlaps US Eastern, Central, and Pacific business hours — no night shifts, no awkward handoffs. 24/7 available on higher plans.
Every channel, one team
Live chat, email, and phone handled as a single omnichannel operation, so customers get consistent answers wherever they reach you.
Quality that holds at scale
Structured QA reviews and a 98.4% SLA adherence rate keep service steady as volume grows — quality doesn’t slip when things get busy.
Scales up and down on demand
Add agents as you grow or flex coverage for seasonal peaks, without rehiring or renegotiating long contracts.
Why outsourcing to Egypt costs less without costing quality.
Egypt has quietly become one of the world’s fastest-growing outsourcing destinations — and for US businesses, it hits a rare sweet spot: a large, university-educated, English-fluent workforce at labor costs 40–60% below US equivalents.
The decisive advantage is time. Egypt’s GMT+2/+3 location gives full overlap with US business hours during the local working day — so you get genuine daytime coverage without paying night-shift premiums or accepting the quality dip that comes with them. That’s an edge the Philippines and India structurally can’t match for US-hours work.
We pair that talent pool with a managed operating model — QA, SLA tracking, and weekly reporting — that most low-cost providers reserve for enterprise contracts. You get offshore economics with onshore-grade accountability.
For support specifically, that overlap matters more than it sounds. Chat and email SLAs are measured in minutes, not days — so having agents awake and online during your customers’ peak hours is the difference between a two-minute first response and a next-morning reply. Egypt delivers that coverage on a single daytime shift.
- 40–60%
- lower cost vs US in-house
- GMT+2/+3
- full US-hours overlap
- 98.4%
- SLA adherence
Transparent pricing, no enterprise minimums.
Most outsourcers hide pricing behind a sales call. We publish ours. Plans start at $3,800/month for up to 3 dedicated agents and scale to full operational ownership — roughly $9/hr per agent on our most popular plan, a fraction of a loaded US salary.
There are no long-term lock-ins: month-to-month is available, and quarterly billing saves 5%. You can add agents at any time, and we’ll recommend the right plan on a short discovery call rather than pushing you into a tier you don’t need.
Every plan includes the operational layer — QA, SLA management, reporting, and a dedicated ops contact — rather than charging for it à la carte. The only variable add-ons are things you choose, like weekend coverage (+20%) or extra agents, so the monthly number stays predictable.
Management fee 10–15% · Weekend coverage +20% · Additional agents added anytime
Growth
Scaling support across more channels.
- Up to 3 agents
- Omnichannel support
- Extended-hours coverage
- QA monitoring
- Priority SLA tier
- Dedicated ops contact
Scale
Full operational throughput, managed.
$9 / hr
- Up to 6 agents
- Omnichannel + voice
- Weekend coverage options
- Real-time dashboards
- Advanced QA & coaching
- Dedicated ops lead
Elite
Enterprise-grade ownership and SLAs.
- Up to 12 agents
- Full operational ownership
- 24/7 coverage available
- Custom SLA architecture
- Weekly ops reviews
- Named account director
Custom
Bespoke models for complex operations.
- Unlimited agent scaling
- Multi-region coverage
- Custom integrations
- Tailored SLA & reporting
- Executive partnership
Customer support outsourcing — straight answers.
Everything you need to know before getting started.
Ready to build your remote CX team?
Let's schedule a free 20-minute discovery call. We'll recommend the right package, answer every question, and have your team operational within 15 days.
Location
Cairo, Egypt — Serving US Businesses