Hire Customer Service Agents Who Learn Your Product
Customer Service Agents
Customer service is the one outsourced role where product knowledge is the job. An agent who knows the script but not the product resolves the easy half of your queue and escalates the rest, which means your own team still handles everything difficult and now also handles the escalations.
Global Empire Corporation staffs agents who are trained on your product and kept current as it changes. You set the tone, the policy limits and what an agent may resolve without asking; we handle hiring, training, supervision, quality review and the knowledge base that keeps answers consistent.
- A written authority matrix: what an agent may resolve, and where it stops
- Knowledge base built from your actual top contact reasons
- Quality scored on resolution and accuracy, not just on tone
- Product changes pushed to agents as a briefing, not discovered on a call
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
Resolution, Not Deflection
The measure that matters is how much of your queue an agent can actually finish. That number is a function of two things: how well they know the product, and how much authority they have. Agents with knowledge and no authority escalate; agents with authority and no knowledge cause damage. Both have to move together.
So the program is built around a written authority matrix — refunds to a limit, goodwill within a band, account changes with verification — and a knowledge base built from your real contact reasons rather than your marketing material.
Channels
Where these agents work
Phone
Inbound support, complaints and account contact, with escalation rules that name a person rather than a queue.
Email and tickets
Written support with response and resolution targets, and a quality standard that covers accuracy as well as tone.
Live chat
Concurrent chat handling for site and in-app support, sized so concurrency never quietly becomes a quality problem.
Social and reviews
Public replies within your approved voice, with a clear line for what moves to a private channel and when.
How Support Agents Are Onboarded
Four stages, with the review point that decides whether the program widens.
Mine the existing queue
We read your real contacts — the top reasons, the awkward cases, the ones your own team dreads — and build training from those rather than from a product overview.
Agree the authority matrix
What an agent can refund, credit, change or promise without checking, and exactly where the line is. This is the document that determines your resolution rate.
Train, then shadow
Agents train on the knowledge base, then handle live contact under review before carrying a full queue. Quality is calibrated against your own reviewers, not only ours.
Review the contact mix monthly
Not just the metrics — the reasons. A contact-reason report is what turns a support program into upstream product and process fixes.
Why Handle Time Is the Wrong First Target
Handle time is the easiest support metric to improve and the easiest to improve destructively. Push it down and agents close contacts faster by resolving less; the contact comes back tomorrow as a repeat, so total cost rises while the dashboard improves.
First-contact resolution and repeat-contact rate are the pair worth watching together. When they are healthy, handle time can be optimised safely. When they are not, a falling handle time is a warning rather than a win — and it is the metric most outsourcing arrangements are unfortunately incentivised to chase.
- Track first-contact resolution and repeat contacts as a pair
- Sample quality on accuracy of the answer, not only on courtesy
- Report the contact-reason mix so recurring causes get fixed upstream
- Treat a sudden handle-time drop as something to investigate
Related services
Build a complete support program
Frequently asked questions
How long before agents know our product?
Basic competence comes quickly; judgement on edge cases takes longer and is the part worth planning for. A narrow launch shortens it, because agents build depth on a limited contact type before breadth is added. Programs that launch across every channel at once take longest to reach real competence.
Will customers know support is outsourced?
Agents answer in your name, in your tone, from your knowledge base, so the experience should be indistinguishable. What gives it away is never the accent — it is an agent who cannot resolve anything. That is an authority and knowledge problem, and it is what the onboarding above is designed to prevent.
Can we keep some support in-house?
Most clients do, and the split matters more than the ratio. Complex, regulated, high-value and relationship-led contact tends to stay in-house while volume, after-hours and repeatable workflows move out. That gives your specialists more time on the work only they can do.
Who owns the knowledge base?
You own the content; we maintain it. Every resolved edge case should end up in it, which is how a support program gets better rather than merely older. You get full visibility of what agents are being told.
How do you handle a bad week?
Quality sampling and repeat-contact rate surface it before your customers do, and the response is specific: which agent, which contact reason, what the knowledge base was missing. A generic action plan is a sign nobody has actually read the contacts.
TESTIMONIALS
Our trusted clients
Global Empire provides reliable 24/7 coverage with live support when it matters most. Their breadth of service, professionalism, and ability to answer calls quickly has made a major difference for our organization. We’re very happy with the partnership and would recommend them confidently.
Wait times no longer exist with the service Global Empire provides. We have cut labor costs dramatically, eliminated overhead from dispatch staffing, and our clients are getting picked up quicker. Spending less while improving service has become the backbone of our business.
We are not only meeting but exceeding our service level objectives. Global Empire resolves many calls without needing a live agent, and the calls that require support are answered quickly and handled faster than before. Their reporting gives us visibility anytime we need it.