Business Process Outsourcing
Customer service outsourcing
We run customer service operations for US companies across every channel your customers use, with North American accountability, bilingual English and Spanish as standard, and coverage in every US time zone.
Overview
Customer service is where most companies win or lose customer loyalty, and it is getting harder to do well. Customers expect fast, competent help on whatever channel they choose, at whatever hour they reach out, and they remember a bad experience far longer than a good one.
Running that in-house at scale is expensive and hard to staff, especially across time zones and through seasonal peaks. Quality slips when teams are stretched, hold times climb, and the cost of each interaction rises just as expectations do.
Corpshore US delivers customer service as a managed operation or a dedicated team, across voice, email, live chat, social and messaging. We work inside your helpdesk and your tone of voice, hit the service levels you set, and report on the metrics you care about, from first response time to customer satisfaction.
Bilingual English and Spanish support is standard, coverage runs across every US time zone, and a named point of contact in North America owns the engagement. You get the customer experience of an in-house team with the flexibility and cost profile of an outsourced one.
What you get
- Faster first response and shorter hold times across channels
- Higher customer satisfaction and fewer escalations
- Coverage that extends past a single in-house shift, up to 24/7
- Bilingual English and Spanish service without separate hiring
- Cost that scales with volume instead of fixed headcount
What's included
Voice support
Inbound and outbound phone support with the tone, scripts and escalation rules you set.
Email and ticket support
Email and ticket handling inside your helpdesk, with templates and quality assurance to keep responses consistent.
Live chat
Real-time chat support on your site and app, staffed to your concurrency and response-time targets.
Social media and messaging
Support across social channels and messaging apps, with the same quality bar as voice and email.
Tier 1 and tier 2 resolution
First-line resolution with a clear escalation path to your specialists or our tier 2 team for complex issues.
Order and account support
Order status, account changes, billing questions and general servicing handled end to end.
Returns and complaint handling
Returns, refunds and complaint resolution handled with care, following your policy and consumer-protection guardrails.
Quality assurance
Call and ticket monitoring, scoring and coaching so quality holds as the team scales.
Reporting and insight
Reporting on volume, response time, resolution and satisfaction, plus the recurring issues worth fixing upstream.
Bilingual coverage
English and Spanish as standard, with additional languages available on request.
How we deliver
A simple, transparent path from first conversation to a team that scales with you.
1. Discover
We learn your goals, volumes, tools and compliance needs, then scope the right team and model. A response within 6 hours.
2. Design
We define roles, service levels, reporting and the ramp plan, and agree a clear, indicative price before you commit.
3. Deliver
We recruit, train and stand up the team inside your tools and processes, with North American management owning quality from day one.
4. Scale
We track performance against your service levels, tune as you grow, and flex capacity up or down as your volumes change.
Engagement models
Start where it fits and change as you grow, with no rigid lock-in.
Dedicated team
A team that works only for you, managed by Corpshore to your service levels. Best for ongoing operations and scale.
Staff augmentation
Skilled people who slot into your existing team and tools. Best for adding capacity quickly.
Project or managed service
A scoped deliverable or a fully managed function with an agreed outcome. Best for defined work and outcomes.
Tools and integrations
We work inside your helpdesk and contact platform rather than asking you to change them. Common platforms in customer service engagements include:
Industry applications
E-commerce and retail
Omnichannel support and order management that flexes through peak season.
Industries we serveTechnology and SaaS
Tier 1 to tier 2 product support that scales with your user base.
Industries we serveFinancial services
Account and servicing support with the accuracy regulated customers expect.
Industries we serveHealthcare
HIPAA-compliant patient support across scheduling, billing and general queries.
Industries we serveTelecom, energy and travel
High-volume customer operations across voice and digital channels.
Industries we serveCompliance considerations
Data privacy (CCPA and US state laws)
Customer data is handled under documented, CCPA-aligned controls, with least-privilege access and a clear consumer-rights workflow.
Payment and sensitive data
Where support touches payment or sensitive data, we operate within PCI DSS scope, and HIPAA where applicable, with trained teams and access controls.
Accessibility
Support delivery can meet Section 508 and WCAG 2.2 AA expectations for public-sector and accessibility-sensitive buyers.
Frequently asked questions
Voice, email, ticketing, live chat, social media and messaging apps. We staff the channels your customers actually use and keep the quality bar consistent across all of them.
Related services
Build your team with Corpshore US
Tell us what you want to outsource and we will map a team, a model and a timeline. North American accountability, global delivery.
We respond to every US inquiry within 6 hours.