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.

Contact Center Outsourcing

Contact center outsourcing services for omnichannel operations

Omnichannel contact center operations with 24/7/365 global coverage and SLA-driven performance.

We design and manage outsourced contact center operations across voice, chat, email, and social — helping you scale support capacity, improve service levels, and maintain consistent customer experiences across every channel and market.

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

Top view, man standing at desk, customer support agent, with headset, looking at screen.

84%

Omnichannel SLA adherence

24/7/365

Contact center coverage across global markets

93%

Positive customer sentiment score

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

Industries we provide outsourced contact center services for

We support scaling and global companies that need reliable, high-quality outsourced contact center services across voice, chat, email, and social 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 contact center operations that combine the best of human expertise and digital capability — built around your brand, your SLAs, and your customers.

Book a 20 min discovery call

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

20+

Over 20 languages spoken by our team

Operating in 4 continents around the globe

85%

Staff retention rate vs. 55–70% industry average

2yrs

No agents with less than 2 years of experience

Contact center outsourcing built for performance and scale

Otonomee business locations on a world map.

Global outsourced contact center coverage, with local expertise

Teams across Ireland, Portugal, Romania, Spain, Bulgaria, Japan, the Philippines, Colombia, and the US, delivering contact center outsourcing across global markets.

Brand immersion, not just outsourced agents

We integrate into your product, systems, and customer lifecycle workflows from day one so your outsourced contact center team operates as a true extension of your brand, not a detached third party.

Outsourced omnichannel contact center operations

Designed for businesses that need consistent, high-quality support across voice, chat, email, and social — without managing the contact center infrastructure themselves.

Multi-skilled contact center agents

Agents trained across channels to reduce hand-offs and improve response times and resolution quality.

Remote-first outsourced contact center talent

Experienced agents — none with less than two years in contact center operations — delivering high-volume interactions with consistency, accuracy, and no big-city overhead costs.

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 contact center service

Outsourced omnichannel contact center operations with structured SLA governance and reporting

24/7/365 outsourced contact center coverage across global markets, with local team delivery

Premium outsourced contact center operations that go beyond traditional call center delivery

Structured QA, performance reporting, and continuous optimisation across your outsourced operation

Flexible outsourced contact 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 start for distributed talent and global delivery — not retrofitted from a legacy call-centre model. That structural difference is why our talent pool spans 4 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 contact center outsourcing

We take a structured, hands-on approach to building and scaling outsourced contact 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 contact center requirements, including channels, volumes, SLAs, customer journeys, and the operational challenges you need to solve." }, { "title": "Design", "description": "We design your contact center operation, defining team structure, channel coverage, workflows, and performance frameworks aligned to your business." }, { "title": "Implementation", "description": "We set up your outsourced omnichannel contact 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." }, { "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 contact 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 contact center services typically include?

Otonomee's contact center outsourcing covers omnichannel operations across voice, chat, email, and social, supported by SLA management, structured QA processes, and transparent performance reporting. We handle the full outsourced contact center operation — from hiring and training to day-to-day management and continuous improvement.

How do you manage SLAs across an outsourced contact center?

We operate with defined KPIs, QA frameworks, and transparent reporting built into every outsourced contact center engagement. Performance management is embedded into our operations from day one, ensuring SLA adherence and continuous improvement across all channels.

How are you different from traditional call center providers?

Unlike traditional call center outsourcing providers, our remote-first contact center model focuses on quality, flexibility, and highly skilled talent — not volume-driven delivery from large, fixed-cost call centers. The result is a more resilient, brand-aligned outsourced contact center operation that performs like an in-house team.

Can you run outsourced contact center operations across multiple countries?

Yes. We provide 24/7/365 outsourced contact center 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 contact center?

We embed into your systems, brand guidelines, and tone of voice from day one. Structured onboarding, ongoing training, and QA processes ensure your outsourced contact center team delivers a consistent customer experience across every channel and interaction volume.

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 contact center specialist

Share your operational requirements and goals, and we’ll design a contact center outsourcing solution that delivers consistent performance, scalability, and control.

Why partner with us?

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