Do you provide 24/7 outsourced social media monitoring and customer support?

Yes. We provide 24/7/365 outsourced social media customer service across Facebook, Instagram, Reddit, X, TikTok, LinkedIn, and WhatsApp — ensuring customer complaints, queries, and brand mentions are monitored and responded to in real time, every day of the year.

How do you handle customer complaints on social media through outsourced support?

Our outsourced social media customer service team responds to public complaints directly, in your brand voice, using structured escalation workflows and sentiment tracking to resolve issues before they spread. Every interaction is guided by your brand guidelines, service policies, and defined escalation paths, ensuring consistent, on-brand complaint handling across all social channels.

Do you provide both social media customer support and social listening/monitoring?

Yes. Our outsourced social media customer service covers both functions: proactive social listening and monitoring to catch customer complaints and brand mentions early, and direct customer support to respond, resolve, and escalate issues across all social channels. The two work together, monitoring identifies issues, and support resolves them before they escalate publicly.

How do you manage escalation when a customer complaint goes viral or becomes sensitive?

We implement defined escalation workflows within your outsourced social media customer service operation, ensuring that sensitive complaints, high-risk mentions, or rapidly spreading issues are escalated internally and responded to publicly in a controlled, on-brand way. Response speed and tone consistency are central to how we handle escalation across all platforms.

What languages can your outsourced social media customer service team support?

We provide multilingual outsourced social media customer service across 20+ languages — aligned to your customer base and global market requirements. Our distributed teams across Europe, Asia, the Americas, and the Philippines give you genuine local and cultural fluency, ensuring customer complaints are handled in the right language, tone, and context at scale.

How do you handle data protection and compliance in outsourced social media customer service?

Security and compliance are embedded into every layer of our outsourced social media customer service operations. We align with ISO/IEC 27001, PCI DSS, HIPAA, and GDPR, and our processes, platform integrations, and agent training are built to protect sensitive customer data across all social channels and markets.

How quickly can you launch an outsourced social media customer service team?

Timelines depend on scope, platform coverage, and the complexity of your escalation requirements, but our onboarding model is designed to get your outsourced social media customer service team live quickly, without compromising brand alignment, response quality, or escalation structure.

Call Center Outsourcing

Outsourced call center services built around performance, not just capacity

Experienced agents, structured SLA governance, and the flexibility to scale without rebuilding your support team every time demand changes.

We design, build, and manage outsourced call center operations across inbound voice, live chat, and email — giving scaling and global businesses a call center partner that performs like an in-house team, without the infrastructure and overhead that comes with running one.

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We assess fit in 20 minutes and reply within one business day.

Call center agent talking to a customer remotely, wearing an orange shirt and headphones.

24/7/365

Call center coverage

89%

Inbound call SLA adherence across global operations

93%

Positive customer sentiment score

Delivering outsourced call center excellence for Oura, Kearys, Clevercards, Momence, and a global portfolio of high-growth brands.

Industries we provide outsourced call center services for

We support scaling and global companies that need reliable inbound call center outsourcing across voice and digital channels.

Health Tech & Wearables

Smiling man in gym attire with towel around neck sitting on exercise equipment while looking at his smartphone, wearing wireless earbuds.

SaaS & Technology

Man using virtual reality headset at a desk with colleagues in a modern office.

FinTech

Person holding a smartphone displaying 'Payment completed' near a card payment terminal at a store.

Retail & eCommerce

Two people sitting close together browsing a tablet showing a sale up to 80% off on clothing items.

Our goal is to deliver outsourced call center operations that feel like an extension of your own team, trained on your brand, your products, and your customers' expectations.

Book a 20 min discovery call

We assess fit in 20 minutes and reply within one business day.

20+

Languages spoken across our global agent teams

Operating in 4 continents around the globe

85%

Staff retention vs. 55–70% industry average

2yrs

No agents with less than 2 years of experience

Outsourced call center services built for performance and scale

Global outsourced call center coverage, with local expertise

Call center teams across Ireland, Portugal, Romania, Spain, Bulgaria, Japan, the Philippines, Colombia, and the US, built for the timezone, language, and regulatory requirements your customers need.

Brand immersion, not just outsourced agents

We integrate into your systems, brand guidelines, and customer lifecycle workflows from day one. Your outsourced call center team operates as a true extension of your brand rather than a detached third party.

Inbound call center operations that go beyond call handling

Voice is where most call center relationships start, and it remains the channel where the highest-stakes conversations happen. We treat it accordingly, with structured QA, real-time performance monitoring, and agents trained for resolution quality, not just call speed.

Multi-skilled call center agents across voice and digital

Agents trained across inbound voice, live chat, and email reduce unnecessary hand-offs and improve first-contact resolution, one of the metrics that matters most to customers and operations teams alike.

Remote-first outsourced call center talent

Every agent on our team has a minimum of two years of call center experience. Our remote-first model means we recruit from a wider talent pool, retain agents longer, and avoid the overhead costs that traditional call centers build into their pricing.

Our security philosophy

Otonomee protects your data, your people, and your customers through industry-recognised controls, continuous monitoring, and world-class certifications.

Security is fundamental to customer trust and continuous service excellence. As a remote-first, global operator, we embed security at every layer — people, process, and technology.

We protect data wherever it lives, with safeguards that meet or exceed modern compliance expectations.

ISO/IEC 27001:2022

Internationally recognised standard for information security management, demonstrating a systematic, risk-based approach to protecting data.

GDPR

Fully compliant with EU data protection regulations, safeguarding personal data with transparency, accountability, and privacy by design.

PCI DSS Certified

Certified to protect cardholder data through rigorous security controls, ensuring safe and compliant payment processing environments.

HIPAA

Aligned with strict U.S. healthcare data protection requirements, ensuring sensitive health information is handled securely and responsibly.

What's included in our outsourced call center service

Inbound call center operations that go beyond call handling

24/7/365 global outsourced call center coverage with local team delivery

Experienced agents — no one on your account with less than two years of experience in call center operations

Structured QA, SLA governance, and performance reporting across your outsourced operation

Flexible outsourced call center engagement models — FTE, output-based, or hybrid

Why choose Otonomee

‍

Founded in 2020 as one of the first purpose-built remote-first BPOs, Otonomee was designed from the ground up for distributed talent and global delivery. That structural difference is why our talent pool spans four continents and 20+ languages, and why our agent retention rates consistently outperform the industry average.

“Huge achievement to get this far, this quickly and it’s great to be working with partners that can help us grow the brand into something amazing.“

Gordan Newman

Director of eCommerce at Slendertone

Our Awards

Our Partners

A structured approach to call center outsourcing

We take a structured, hands-on approach to building and scaling outsourced call center operations. From discovery to go-live, we work alongside your team to ensure a smooth transition, strong brand alignment, and consistent performance from day one.

Book a 20 min discovery call

[ { "title": "Discovery", "description": "We assess your outsourced call center requirements, including channels, inbound volumes, SLAs, customer journey complexity, and the operational challenges you need to solve." }, { "title": "Design", "description": "We design your call center operation, defining team structure, channel mix, escalation workflows, and performance frameworks aligned to your business." }, { "title": "Implementation", "description": "We set up your outsourced call center environment, including systems integration, workforce management, reporting, and SLA tracking." }, { "title": "Training and Nesting", "description": "Agents are trained on your brand, processes, and channels, followed by a supervised nesting phase to ensure quality, consistency, and performance readiness before full launch." }, { "title": "Go live/Deliver", "description": "We launch with controlled volumes, manage performance against SLAs, and continuously optimise delivery as demand scales." }]

Frequently asked questions

Still have questions?

Talk to a call center specialist and explore how Otonomee can support your growth.

Book a 20 min discovery call

We assess fit in 20 minutes and reply within one business day.

What does outsourced call center service typically include?

Otonomee's call center outsourcing solution covers inbound voice, live chat, and email, supported by SLA management, structured QA processes, and transparent performance reporting. We handle the full outsourced call center operation, from hiring and training to day-to-day management and continuous improvement.

How do you manage SLAs in an outsourced call center?

We operate with defined KPIs, QA frameworks, and transparent reporting built into every engagement from day one. Performance management is embedded into operations — not added as an afterthought — ensuring SLA adherence and a continuous improvement cycle across all channels.

How is Otonomee different from a traditional call center provider?

While traditional call center outsourcing is built around volume and fixed infrastructure, our remote-first model is built around quality, flexibility, and skilled talent. The result is a more resilient, brand-aligned outsourced call centre operation, with lower attrition, a broader language coverage, and none of the overhead costs that traditional providers build into their pricing.

Can you run outsourced call center operations across multiple countries?

Yes. We provide 24/7/365 call centre coverage with local teams across Ireland, Portugal, Romania, Spain, Bulgaria, Japan, the Philippines, Colombia, and the US — enabling multilingual, follow-the-sun support aligned to your global market needs.

How do you maintain brand consistency in an outsourced call center?

We embed into your systems, brand guidelines, and tone of voice from day one. Structured onboarding, ongoing QA, and regular calibration sessions ensure your outsourced call center team delivers a consistent customer experience across every interaction.

How do you ensure data security and compliance?

Security is embedded into our operations. We align with internationally recognised standards, including ISO/IEC 27001, PCI DSS, HIPAA, and GDPR. Our infrastructure, processes, and agent training are built to protect sensitive customer and client data across all channels and markets.

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Partner with an outsourced call center specialist

Share your call center requirements, and we'll design an outsourcing solution that delivers consistent inbound performance, scalability, and quality control from day one.

Why partner with us?

Outsourced call center built for the future: Purpose-built for flexible, resilient call center delivery, designed from day one to scale with your business.
Remote-first outsourced talent: Low attrition, highly skilled professionals — no big-city overhead costs built into your contract.
Tailored tech with a human touch: We blend experienced outsourced call center agents with AI-assisted automation, removing repetitive tasks so your team focuses on the interactions that matter.
Bespoke outsourced call center solutions: Fully omnichannel, AI-supported service across voice, chat, email, and social, tailored to your brand, volumes, and SLAs.