Stop outsourcing blindly.
Simetrix runs customer support, technical support, and back-office operations with operator-led management and real-time visibility on every interaction. Quality, sentiment, and compliance surfaced live. No 3 to 5 percent samples. No quarterly decks.
See What Your Current BPO Misses
Book a CX Review
30-minute operational review. Written gap summary delivered within 48 hours.
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Operator-led customer operations
ISO 9001 and 27001 certified
10 business days to live operations
simetrix.app / portfolio / xla
Updated 14:33
LIVE
XLA Dashboard
Experience level agreement
12 active programs
142Active now
0:18Avg wait
47Agents
6Queue
100%Scored
85.9Live XLA
Experience HealthComposite XLA across all programs
Above target
85.9Composite XLA
Industry percentile93rd
Target85.0
Previous period83.4
Component breakdown
CSAT25%91
FCR20%88
Sentiment20%90
NPS15%64
Res. qual10%93
CES10%86
AI-Powered InsightsRecommendations with business impact
View all
Revenue
Secondary line offer underused at resolution
+940 attach opportunities this quarter
Coaching
One closing phrase precedes most lost saves
+18% save recovery on declined offers
Compliance
Disclosure timing drifts on long calls
0 escalations, fully contained
Experience
Sentiment dips at the investigation stage
+3.1 pts stage sentiment
Outsourcing customer support has always meant choosing between cost and control. We rebuilt that tradeoff.
Traditional vendors give you headcount and a quarterly QBR. You see slides. You do not see calls. You do not see drift. You do not see burnout. You do not see churn intent in the moment it happens. Simetrix runs your customer operations with the same real-time intelligence we use to run our own. You see what we see. On day one.
What outsourcing usually costs you
- 3 to 5 percent of calls sampled, the rest invisible
- Quarterly QBR slides, lagging by 90 days
- Account managers between you and operations
- Filtered dashboards built for the client meeting
- Compliance drift surfaces after the audit, not before
What you keep with Simetrix
- 100 percent of scoped interactions analyzed in real time
- Live XLA scoring across every program, every shift
- Operators with program ownership, not escalation paths
- Same dashboards we use internally, opened on day one
- Compliance, churn, and burnout flagged in the moment
100%interactions analyzed
ISO 9001Quality management
ISO 27001Information security
20+Languages at full quality
10 daysSOW to live operations
100%Interactions analyzed
What the platform surfaced on a single live program.
A US Lifeline wireless carrier ran their support operation for years on traditional QA sampling. In the first 10,000 calls Simetrix analyzed end-to-end, the platform surfaced what sampling never could.
845
Revenue
Missed revenue opportunities surfaced across inbound calls.
1,210
Compliance
Compliance violations detected and routed for remediation.
2,347
Top-up motion
Missed top-up opportunities surfaced from the existing call flow.
1,419
Prepaid lines
Missed prepaid line opportunities flagged for retention paths.
Same operation. Same agents. Same calls. The difference was visibility. The same patterns existed in the program when QA was sampling 3 to 5 percent of interactions. They became actionable only when every scoped call was analyzed end-to-end.
US Lifeline wireless carrier
What we run
Four operational categories. One way of running them.
Every category is delivered as an operator-led program with a dedicated team lead, scoped quality rubric, and the intelligence layer included from day one. We do not subcontract. We do not staff-augment out of scope.
Customer Support Operations
Voice, chat, email, and social. Run as a dedicated program with calibrated quality, real-time supervisor visibility, and every scoped interaction analyzed end-to-end.
Inbound
Outbound
Omnichannel
Multilingual
See how we run Customer Support Operations →
Tier 1 and Tier 2 Technical Support
Software, hardware, connected devices, and SaaS products. Agents trained on your stack, not just your scripts. Workflow rubric built with your product team.
Tier 1
Tier 2 escalations
SaaS
Connected devices
See how we run Technical Support →
Claims, Billing, and Workflow Operations
Billing inquiries, account services, document processing, claims handling, refunds, and other back-office workflows. Quality scored on resolution accuracy, not handle time.
Billing
Claims
Refunds
Document processing
See how we run Back-Office Operations →
Nearshore Delivery
US time zone coverage and 20+ languages at full quality, with GDPR-aligned data handling and no graveyard shifts.
US time zones
3 delivery sites
GDPR aligned
20+ languages
See how we run Nearshore Delivery →
The difference
Same dashboards we use internally. Same data. Same alerts. On day one.
Traditional BPOs review 3 to 5 percent of interactions and send a quarterly QBR. Simetrix analyzes every scoped interaction in real time and puts the live dashboard in your operator’s hands the day your program launches. You see what surfaces. You see what we flag. You see what changes.
01
Operators, not seat-fillers
Every program is led by an operator with program ownership and supervisor accountability for the agents on your account. You also have direct access to Simetrix leadership. No account managers escalating to operations.
02
Every scoped interaction, not a 3 to 5 percent sample
Traditional BPOs review 3 to 5 percent of interactions. Simetrix analyzes 100 percent. Eight AI engines running in parallel on every call, chat, and email for sentiment, compliance, and quality.
03
Live, not lagging
Compliance signals on every call. Churn intent flagged in the moment. Agent burnout patterns surfaced before attrition. The intelligence layer makes operator-led delivery measurable, not just claimed.
04
Same client view as the operator view
The dashboards your team accesses are the dashboards we use to run the program. There is no curated client view that hides anything. The QBR becomes a conversation about decisions, not a discovery of what happened.
simetrix.app / program / live
Client view
82.4Program XLA
100%Interactions scored
47sAvg flag response
12Live coach prompts
Quality drift · last 14 days
Sentiment88
FCR84
Compliance96
Resolution79
The view your operator has on day one. Not a curated QBR.
What an operator sees on a normal Tuesday morning.
Anonymized moments from a single hour of one live program. The platform catches what traditional QA misses because traditional QA never opens the call.
14:32
TCPA
Compliance disclosure missed at minute 0:14. Flagged in 47 seconds. Coached before next call.
The required identification statement was not given in the opening. The platform flagged it inside one minute. Supervisor was prompted with the exact phrase missing and the agent received the correction before their next outbound dial.
Live Lifeline wireless program · agent count and identity withheld
14:30
CHURN
Churn intent surfaced in tone before the customer asked to cancel.
Sentiment dropped two stages by minute 3:12 with no explicit churn language. Save path triggered. Retention offer surfaced. Outcome routed to the retention rubric, not the standard closure code.
SaaS Tier 1 program · customer and brand withheld
Week 6
BURN
Agent burnout pattern detected. Schedule rebalanced before attrition.
Vocal markers across consecutive shifts crossed the burnout threshold by week 6. Schedule adjustment recommended and approved. Agent retained. The traditional QA model would have seen the same data in the exit interview.
Healthcare member services program · agent details withheld
Six operator roles on every program. Real humans, named responsibilities, calibrated cadence.
No staff augmentation. No undifferentiated headcount. Each program is staffed with the operator roles below, sized to your volume and scope.
Program Operator
Owns the program end-to-end. Manages staffing decisions, calibration calls, and the weekly client cadence. Not an account manager. The person making operational decisions on your account.
One per program · Reports to leadership
Team Lead
Supervises a pod of agents. Runs calibration sessions, side-by-side coaching, and live monitoring. Surfaces drift before it shows in the metrics.
Span 8 to 15 agents · Daily calibration
QA Analyst
Scores against the workflow rubric calibrated with your team. Reviews platform-flagged interactions for coaching opportunities. Maintains scoring consistency week over week.
Per-program rubric · Weekly calibration
Workforce Management Lead
Owns scheduling, capacity, and shrinkage. Adjusts staffing in response to volume signals from the platform. Balances service level against burnout prevention.
Real-time capacity · 15-minute intervals
Compliance Lead
Reviews flagged compliance events in real time. Owns regulatory cadence for the program. Coordinates remediation paths with QA and Team Lead before issues compound.
TCPA · HIPAA · PCI · GDPR aligned
Multilingual Team Lead
For programs with non-English language coverage. Owns quality calibration across language pods. Native speakers managing native speakers, not English supervisors approving translated transcripts.
Native-language supervision
Depth in the verticals where operations are the product.
Each program is built for the specific workflows, compliance requirements, and customer expectations of the vertical. Not generalist staffing.
Telecom
→
Retention
Device activation
FCC compliance
Outage support
Top-up motion
Healthcare
→
HIPAA-aligned
Scheduling
Claims escalation
Member intake
Identity verification
Insurance and Claims
→
FNOL intake
Document collection
Claims status
Fraud signal flagging
Fintech and Banking
→
KYC-aligned support
Fraud escalation
Account recovery
Dispute handling
SaaS
→
Tier 1 and 2 technical
Churn intent flagging
Expansion signals
Onboarding
E-commerce and Retail
→
Order resolution
Returns and exchanges
Post-purchase
Refund handling
Travel and Hospitality
→
Itinerary changes
Disruption handling
Loyalty recovery
Multilingual
Gaming
→
Player support
Trust and safety
Community escalation
Economy disputes
See depth in 10 more verticals →
Three ways to bring Simetrix into your operation.
Most operators start with the Operational Gap Review. Some run a side-by-side challenger pilot. Others go directly to a dedicated program.
For diagnostic clarity
Operational Gap Review
30 minutes · Operator-led conversation
A 30-minute scoping conversation with Simetrix leadership. No call data required to start. Written gap summary delivered within 48 hours.
- 30-minute operational conversation
- No call data required to start
- Written gap summary within 48 hours
- Honest next-step recommendation
- Zero commitment
Request the Review
For side-by-side proof
Challenger Pilot
60 days · Alongside your incumbent
A 60-day dedicated team running on a defined slice of volume. Same KPIs, calibrated the same way. The data is the conversation.
- Dedicated team live in 10 business days
- Side-by-side weekly performance reports
- Scoped interaction analysis on your portion
- No incumbent disruption
- Reversible split unwinds in days
Start a Pilot
For full deployment
Dedicated Program
4 to 10 weeks to launch
A dedicated Simetrix team for a specific workflow or full customer operation. Programs scoped, hired to your workflows, trained to your QA rubric.
- Program scoping and team design
- Hiring and training to your workflows
- Operator-led account management
- Real-time executive dashboards
- Weekly calibration and coaching
Questions operators ask before booking.
How is Simetrix different from a traditional BPO?+
Three differences in how we run programs. First, every team is led by an operator with program ownership, not an account manager who escalates to operations. Second, every scoped interaction is analyzed in real time by our intelligence platform, not 3 to 5 percent sampled quarterly. Third, the live dashboards your team sees are the same dashboards we use to manage the program. No filtered QBR slides. No version curated for the client meeting.
How do you transition us from our current BPO?+
Most clients start with a Challenger Pilot running alongside their incumbent on a defined slice of volume. Same KPIs, same calibration, same intelligence layer. After 60 days the data tells you whether to expand, hold, or unwind. Full transitions are scoped with a phased volume migration, knowledge transfer cadence, and a 60-day overlap so quality holds during the handover.
Can we keep our current systems and tooling?+
Yes. We deploy our intelligence layer on top of the customer support stack you already run. Programs operate inside your CRM, your ticketing platform, your knowledge base. We do not require a platform swap. The intelligence layer ingests interaction data from your existing systems and surfaces it through the dashboards your operator and team get on day one.
Can my team access the live dashboards, or only my account manager?+
Your team. Day one. Read access for operators, supervisors, and executives on your side. The same data we use internally is the data you use. We do not have a “client view” of our platform that hides anything.
How do you maintain QA consistency across the program?+
A workflow rubric is built with your team during program scoping and calibrated weekly thereafter. Every scoped interaction is scored by the AI quality engine against that rubric, with a QA analyst sampling platform-flagged calls for coaching opportunities. Calibration sessions happen weekly between Simetrix QA and your QA stakeholders, with score variance reported transparently.
Can we interview or approve agents on our account?+
Yes. Programs above a certain volume include client interview rights for team leads and program operators. Agent-level interviews are available on request, particularly for technical and regulated workflows. Hiring profiles are built jointly with your team during program scoping.
How do you handle compliance?+
Every scoped interaction is run through the compliance detection engine in real time. TCPA, HIPAA, PCI, and GDPR-aligned signal sets are configured per program. A compliance lead reviews flagged events daily and coordinates remediation with the team lead and QA analyst. ISO 9001 and 27001 certifications cover the underlying quality and information security frameworks.
How fast can a dedicated team go live?+
Standard ramp is 10 business days from SOW signature to live agents handling scoped volume. We do not make this a marketing claim. It is the actual ramp because of how we structure hiring and training.
How do you ramp multilingual teams?+
Multilingual programs are staffed with native speakers and supervised by native-speaking team leads. We do not run English supervisors over translated transcripts. Quality calibration runs per language pod, with the intelligence layer applying language-specific sentiment, compliance, and quality models. 20+ languages currently delivered at full quality, including English, Spanish, German, French, Italian, and Portuguese.
What happens if quality drops on a program?+
You see it before we tell you about it. Real-time XLA scoring means quality drift surfaces in hours, not weeks. The SLA includes operator response windows, calibration cadence, and remediation paths. The dashboard shows everything we are doing about it as we do it.
How do you cover US business hours?+
We cover US Eastern and Pacific business hours. No graveyard shifts. GDPR-aligned data handling across all sites.
What is the offboarding process if we need to exit?+
Programs are scoped with a 60-day exit clause. Knowledge transfer, agent transition planning, and data handover are part of the contract, not a sales objection. We do not lock clients in.
How does pricing work?+
Pricing is per-program based on scope, language mix, channel coverage, and intelligence layer inclusion. It is delivered as an operator-led program rate, not a per-hour billable. The Operational Gap Review includes a directional pricing recommendation in the written gap summary.
Talk to us
Identify where your customer operations are leaking quality, visibility, or consistency.
30-minute operational review with Simetrix leadership. Written gap summary within 48 hours. No commitment required.
BOOK THE REVIEW
Book a 30 minute review.
A short, friendly conversation about where your customer support has
visibility, quality, or workflow gaps. Just a few details to get started, that’s it.
No sales sequences. No nurture campaigns. One conversation, one written
summary, one honest recommendation.
Written gap summary within 48 hours
Direct conversation with Simetrix leadership
No commitment, no nurture follow-up
Reach us directly at hello@simetrix-solutions.com