Already outsourcing?
It might be time for a better partner.
Premium outsourced customer support for companies ready to deliver exceptional customer experiences at scale.
When support quality slips, escalation rates climb, and your vendor relationship feels more transactional than strategic, the problem is rarely the decision to outsource. It's the partner behind it. Otonomee provides a premium alternative — experienced agents, structured operations, AI-enabled workflows, and a partnership model built around your outcomes, not just your ticket volume. And you don't need to start from scratch. We can run a pilot alongside your existing provider so you can compare results before making any changes.
Trusted by scaling and global brands that need a premium CX partner
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Is your outsourcing partner delivering the value you expected?
Many companies outsource with high expectations and find themselves managing more than they bargained for. We work with businesses across health tech, SaaS, fintech, eCommerce, and beyond — sectors where quality, compliance, and customer experience aren't optional.
Health Tech & Wearables
SaaS & Technology
FinTech
Retail & eCommerce
Escalation rate vs. 10% industry average
Languages spoken by our diverse team
Staff retention vs. 55–70% industry average
Continents we operate across
Outsourced customer support designed for quality and outcomes
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Global coverage with local expertise
Our teams operate across 9 locations around the globe — delivering consistent, high-quality support across markets, 24/7/365.
Experienced BPO talent, retained at above-industry rates
Every agent on our team has a minimum of two years of relevant experience. Our remote-first structure means we can recruit the right people regardless of geography, and our retention rates — 85% against an industry average of 55–70% — reflect what happens when you design a BPO around the people who do the work.
AI-supported BPO operations
We integrate AI-assisted tooling into our BPO operations where it adds genuine value, automating repetitive, transactional interactions so our agents can focus on the complex, relationship-driven work that builds customer loyalty. AI is part of how we deliver, and our team members are trained to work alongside it effectively.
Built for scalable customer support
Designed for businesses that need flexible, multilingual outsourced support that maintains quality as headcount and demand grow.
Built for complexity
Designed for businesses that need Tier 2 and Tier 3 support, structured escalation, and accurate issue resolution.
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 Compliant
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 Compliant
Compliant with strict U.S. healthcare data protection requirements, ensuring sensitive health information is handled securely and responsibly.
What's included in our outsourced customer support service
Experienced BPO talent, retained at above-industry rates
Human-in-the-loop escalation models that preserve quality where automation reaches its limits
Global outsourced CX coverage with genuine local market and cultural sensitivity
Secure, compliant AI deployment aligned to ISO 27001, GDPR, HIPAA, and PCI DSS
AI-assisted workflows with experienced outsourced agents maintaining quality control
“During an exceptionally busy 12-month period for our business, when we experienced a significant influx of customers, the Otonomee Support team stepped in and made an immediate impact. Their professionalism, responsiveness, and collaborative approach helped us maintain a high standard of support during a critical growth phase. This partnership has genuinely changed how we think about working with contractors. Rather than feeling external, the team became trusted colleagues who added real value to our operation.”
Our Awards
Our Partners
Is your outsourcing partner delivering what you expected?
You're not alone. These are the most common reasons companies come to us.
Frequently asked questions
Still have questions? Talk to an outsourced customer support specialist and explore how Otonomee can support your business.
Running a pilot means we take on a defined scope — a specific customer cohort, product line, or support tier — while your existing provider continues to handle the rest. It's a low-risk way to compare quality, outcomes, and partnership value side by side before making any larger commitment. We manage the setup and integration so there's minimal disruption to your operation.
We've designed the onboarding process to minimise disruption. We handle the platform integrations, agent training, and operational setup. Most clients are surprised by how smoothly the transition runs. If you're concerned about continuity, a parallel pilot is often the best first step as it lets you build confidence before committing to a full transition.
The main switching considerations are transition time, agent training, and platform integration. We're transparent about all of these upfront and work to keep them as low as possible. We also find that for most clients, the hidden costs of staying with an underperforming provider — escalations, internal management overhead, customer churn, and reputational risk — far outweigh the cost of switching.
Quality is embedded into how we recruit, train, and manage our BPO teams. Every agent has a minimum of two years of relevant experience, and we operate structured QA frameworks, regular calibration sessions, and transparent performance reporting across every client engagement. Our 85% retention rate reflects the stability that underpins consistent delivery.
Security is built into every layer of our BPO operations — people, process, and technology. We align with ISO/IEC 27001, PCI DSS, HIPAA, and GDPR, with agent-level training, secure remote infrastructure, and continuous monitoring built into our standard operating model.
We specialise in complex, high-value customer interactions — Tier 2 and Tier 3 support environments where experience, context, and ownership determine the outcome. We work particularly well for companies in Health Tech, SaaS, FinTech, and eCommerce, and for interactions where quality and compliance matter as much as speed.
Yes. Our outsourced support model is purpose-built for scale. Whether you're entering new markets, launching a new product, or experiencing rapid growth, we expand your outsourced customer support team quickly while maintaining service quality and brand alignment.
Talk to an outsourced customer support specialist
Partner with an outsourced customer support specialist
Tell us what's not working. We'll design a premium outsourced support solution that raises quality, reduces escalations, and operates as a strategic extension of your team — starting with a pilot that proves value before you commit.
Why partner with us?
• Premium support, not cost-led outsourcing: We're not competing on price. We compete on outcomes — quality, consistency, and the commercial impact of getting support right.
• Built for complex, high-trust interactions: Our model is designed for Tier 2–3 environments where experience and ownership determine whether customers stay or leave.
• Start with a pilot — no need to replace your provider: We can run alongside your existing setup, handling a specific cohort or tier, so you can compare results before making any larger decision.
• Strategic partner, not transactional vendor: We operate with structured feedback loops, continuous improvement cycles, and genuine accountability for your outcomes — not just your ticket count.
• Fully embedded in your tools and brand: Our agents work within your AI tools, support platforms, and workflows from day one, operating as a true extension of your team.