Customer Direct - Contact Center Outsourcing FAQ's

Customer Direct is a U.S.-based outsourced contact center providing 24/7 customer care, technical support, ecommerce support, hospitality support, and business intelligence–driven CX operations.

Customer Direct was founded in 1997 and has more than 25 years of experience delivering outsourced customer experience services.

Customer Direct is headquartered in the United States and supports clients nationwide and internationally.

We support hospitality, ecommerce, technology, healthcare partners, membership services, retail, high-volume consumer brands, and more.

Yes. We offer bilingual customer service solutions, including English and Spanish support as well as a live translation service for many other languages.

Yes. We provide 24/7/365 coverage for voice, chat, email support.

Our focus on genuine customer service, brand-aligned agent training, business intelligence analytics, scalability and transparency sets us apart.

Yes. We support voice, email, chat and SMS support.

Yes. We specialize in scalable programs, including overflow and seasonal surge support.

Customer Direct offers several pricing models to fit your needs. Volume, hours of operations and complexity of your business play into determiniing which model is best for. Shared Per-minute: Billed for the actual time spent on a call or task. Good for low-volume, unpredictable needs. Dedicated Per-agent: A flat monthly fee per dedicated agent. Ideal for consistent, high-volume support. Per-room: A flat monthly fee per room. Ideal for technical support for the Hospitality industry. Hybrid Models: A combination of the above, often with a base fee plus variable costs.

We provide inbound support, order management, account inquiries, loyalty support, membership programs, returns, billing inquiries, general customer service, and more.

Yes. We offer order processing, tracking assistance, refund/return support, product questions, and post-purchase support.

Yes. Our agents can be trained for Tier 1 and Tier 2 technical support, troubleshooting, and product guidance.

Yes. We provide reservation support, guest services, booking assistance, loyalty program help, and post-stay inquiries.

Yes. We maintain compliance standards and can design programs that require secure handling of sensitive data.

All programs are tailored to your brand, standards, and operational requirements.

From traditional metrics like Handle Time, Service Level, Conversion, and FCR to advanced AI VOC metrics like Customer Sentiment, Customer Intent and Quality Assurance, our reporting suite will open your eyes to new opportunities to delight customers and increase your revenue.  

Our AI call summaries and Conversational Analysis will help you discover what customers are saying about your products and services. We provide you with 24/7 access to your customer data, and you have instant access to the customer trends that drive your business. Collecting and distilling this data can help you understand what drives your customers to buy, uncover new opportunities, and resolve issues before they become major problems.

Yes. We support high-volume programs and provide overflow and after-hours support.

Most programs can be launched in 30–45 days depending on complexity, training needs, and integrations.

Our agents undergo product knowledge training, brand voice alignment, customer service best practices, and quality assurance training.

Yes. We have structured QA programs with scorecards, calibration sessions, and continuous coaching. Our Auto AI technology will analyze 100% of your contacts to provide a clear picture of performance and customer satisfaction.

Pricing varies by program complexity, volume, channel mix, hours of coverage, and skill level. We will be happy to provide you with a custom quote.

We offer flexible agreements based on your needs.

Setup costs depend on integrations, technical configuration, and program complexity.

Yes. you will be assigned to one of our Directors of Customer Experience. They will work closely with you on a day to day basis to ensure success.

Through brand-aligned training, QA reviews, calibration sessions, and ongoing collaboration.

Reporting cadence is customized — daily, weekly, monthly, or real-time dashboards.

Yes. Our BI and AI analytics tools help uncover trends, sentiment patterns, and resolution drivers.

You can simply schedule a discovery call with our VP of Business Development. Schedule a call here