Customer support that feels like your team.
Add trained support capacity without building another internal operation. Novatek runs your queues in your systems, in your tone of voice, against quality standards you help write.
Support quality usually breaks before headcount does.
Queues grow faster than hiring plans. Weekend and overnight contacts pile up. Answers drift, because nobody has written down what the right answer is.
Novatek takes that on as an operational problem rather than a staffing one: document the answers, train people on them properly, sample the work, and report the numbers back to you every week.
The team is yours in every way that matters day to day. You know their names, they attend your stand-ups if you want them there, and they learn your product rather than a script.
What you keep
Your product decisions, your policy, your customer relationships and your data.
What we take
Recruitment, training, scheduling, coverage, quality management and reporting.
Where your customers actually are.
Each channel is staffed, scripted and measured differently. These are the ones a Novatek support team runs.
- Voice support
- Inbound and outbound calls with defined greetings, verification steps, hold and callback rules.
- Email support
- Queue management, templated-but-human replies, and follow-up discipline on open threads.
- Live chat
- Concurrent chat handling with response-time targets and clean handover to email or voice.
- Ticketing
- Triage, tagging, macro maintenance and SLA management inside your help desk.
- Technical support
- Tier-1 and defined tier-2 troubleshooting with structured escalation to engineering.
- Retention & escalations
- Save conversations, complaint handling and root-cause reporting on why they happened.
Coverage windows and language support are confirmed for your engagement at scoping, and stated in the delivery plan before recruitment begins.
Who is on your account.
A support team is not a row of agents. These are the roles Novatek builds around your queue, scaled to its size.
Front-line agents
Handle the contacts that make up the bulk of your volume, to documented answers and an agreed tone.
Specialists
Take the technical, billing or policy contacts that need deeper product knowledge or system access.
Team lead
Owns quality, coaching, scheduling and the day-to-day relationship with your manager.
Delivery lead
Owns the commercial relationship, the reporting pack and anything that needs escalating above the team.
Nobody takes a contact on day one.
The gap between "we hired people" and "your customers can tell the difference" is onboarding. Here is what happens in it.
Knowledge capture
We read your existing replies, macros, policies and help centre, and write down the answers that currently only live in people’s heads.
Knowledge base build
Answers become a structured, searchable knowledge base with named owners and a review date. It stays yours.
Product training
Trainers walk the team through your product the way a customer meets it, including the parts that commonly go wrong.
Tone calibration
The team writes practice replies which are scored against your real ones until the difference is not visible to a customer.
Shadowing
New agents watch live contacts, then handle contacts with a reviewer beside them, before going live unsupervised.
Controlled go-live
Volume moves across in stages — a channel, a queue or a percentage at a time — with a rollback plan at each step.
Sampled, scored, coached — every week.
Quality assurance that produces a number and no behaviour change is theatre. Novatek attaches coaching to every review, and reports both.
- An agreed scorecard. You help define what a good contact looks like before anyone is scored against it.
- Regular sampling. A defined sample per agent per week across channels, not only the contacts that went wrong.
- Calibration sessions. Your team and ours score the same contacts periodically so the standard does not drift.
- Coaching attached to findings. Every low score generates a specific coaching action with a follow-up review.
- Root-cause reporting. Repeated contact reasons are reported as process or product issues, not just agent errors.
What we report on your support operation.
Targets are set per engagement from your own baseline, recorded before launch, then reported against on a fixed day every week.
| Metric | What it tells you | Reported |
|---|---|---|
| First response time | How long a customer waits for a human acknowledgement. | Daily and weekly, by channel |
| Resolution time | How long the whole problem takes to close. | Weekly, with distribution not just averages |
| Resolution rate | Share of contacts closed without escalation. | Weekly, by tier |
| SLA attainment | Share of contacts handled inside the agreed window. | Weekly and monthly |
| Quality score | Scorecard result from sampled reviews. | Weekly, per agent and per team |
| CSAT | Customer-reported satisfaction after a contact. | Continuous, reported weekly |
| Contact drivers | Why customers are contacting you at all. | Monthly, with recommendations |
| Occupancy & schedule adherence | Whether the team is staffed to the volume. | Weekly |
Baselines and targets are agreed during Design. Where you already measure these, Novatek reports in your definitions rather than introducing new ones. See a full sample pack.
We work in your stack.
Your help desk, your telephony, your CRM, your knowledge base. Access is granted by you, scoped to role, reviewed periodically and removed when someone leaves the account. Where a workflow needs a macro set, an integration or an internal tool that does not exist yet, our development team can build it rather than working around the gap.
Where support engagements usually start.
Rarely with "outsource everything". Almost always with one specific pressure point.
- Out-of-hours cover
- Your customers contact you at times your internal team cannot reasonably staff, and the backlog every morning is the real cost.
- Growth outpacing hiring
- Volume is rising faster than you can recruit, and response times are the first thing to slip.
- Seasonal peaks
- Two months a year need three times the capacity, and hiring for the peak is not viable.
- Tier-1 deflection
- Expensive specialists are answering routine questions because there is nobody below them.
- Channel expansion
- You want to add chat or phone support but not a whole new internal function to run it.
- Founder handover
- Support is still being done by people who should be building the product.
How a support engagement is actually run.
The documents themselves, not a description of them. Read them before you speak to us.
Sample reporting pack
A full week of real reporting structure — volumes, SLA, drivers, quality, actions.
Read itQuality scorecard
Six weighted criteria, scoring bands and what each one triggers.
Read itA worked SOP
Nine steps and six documented exceptions, at working detail.
Read itTransition plan
Five tranches with entry conditions and rollback triggers.
Read itQuestions about handing over a queue
If the answer you need is not here, ask us directly — you will get a specific answer rather than a brochure.
Launch time depends on team size, channel mix, systems access and how much of your knowledge base already exists. Novatek commits to a dated launch plan at the Design stage rather than a generic promise up front — and will tell you at that point if the date you want is unrealistic.
Tone of voice is part of onboarding, not an afterthought. We build a tone guide from your existing replies, train on it, sample against it in quality reviews and coach on it weekly. You get access to the samples we score.
New agents join in cohorts with the same onboarding, shadow live queues before taking contacts, and have a lower quality sampling threshold for their first weeks. Scaling plans include ramp time rather than assuming a new starter is immediately at full productivity.
Yes. Novatek teams work in your ticketing, telephony and CRM systems, with access provisioned by you and scoped to role. We do not run a parallel system or move your customer data into ours.
Escalation paths are defined at Design stage: what the team resolves, what goes to a team lead, what comes to you, and how fast. Every escalation route has a named owner on both sides and a target response time.
Voice, email, live chat and ticket-based support are the core channels. Any additional channel — social, SMS, in-app messaging or a specific community platform — is confirmed as part of scoping.
Ready to hand over the queue?
Tell us your volumes, channels and hours. We will come back with a team shape, a launch plan and the numbers we would report against every week.