Blogs

Definition and Core Purpose • B2B customer support is the assistance provided to business clients using a company’s products or services • It focuses on long-term relationships, contract-based support, and business outcomes • Support includes onboarding, technical help, account management, and SLA enforcement • Solutions are often complex and involve…

Amazon India (via BPO Partners) • Amazon has outsourced a significant portion of its customer support operations to Indian BPOs • Outsourced teams handle multilingual queries via voice, chat, and email channels • India-based support enables 24/7 availability with cost-effective scalability • Strong training, QA, and cultural alignment help maintain…

Hourly Rates or Per-Agent Fees • Costs are typically billed per hour, per agent, or based on workload volume • Rates vary based on region, agent experience, and language requirements • Dedicated agents often cost more than shared resource models • Premium or 24/7 coverage adds to standard pricing tiers…

Develop Brand Voice Guidelines and Tone Frameworks • Create a brand voice guide that outlines tone, language, and communication style • Include do’s and don’ts, sample phrases, and tone adaptations for various scenarios • Make it easy for outsourced agents to understand the emotional tone of messaging • Provide examples…