Customer Engagement · support, service, sales
Your front line, on your clock.
Customers do not care which time zone answered them. We run support, service and outbound programs from Trinidad and Tobago, English-speaking and inside the North American working day, with the reporting you would expect from your own floor.
What you hand us, and what comes back.
You hand us
- Support queues that outgrow the team
- Voice, chat and email handled by whoever is free
- An internal helpdesk that pulls people off their real work
- Outbound campaigns with nobody to run them
You get back
- Tier 1 and Tier 2 technical support, including an internal IT helpdesk
- Customer service across voice, chat and email as one operation
- Outbound lead generation and sales programs
- Reporting on the measures you already manage by
What we have built.
From our own project records, client names removed.
Every member-services call is logged against a standard reason.
Cloudflare Workers · Cloudflare D1 · SharePoint
Outbound campaign results, agent attendance and billable hours, tracked daily.
n8n · Google Sheets · Cloudflare Pages
Two-way WhatsApp with approved templates, SMS only as a fallback, and email.
WhatsApp Cloud API · Twilio · Brevo
Read the customer engagement case studies → or see all eight.
What we run on the front line.
We treat the person on the line as your customer, not a number to move.
Customer support
Business, consumer and government-to-citizen service. Level 1 and Level 2 helpdesk, order-fulfilment support, and an internal IT helpdesk if you need one.
Lead generation
Business and consumer live-transfer campaigns. Every prospect is prepared before the transfer, so your closer gets a qualified conversation, not a hand-off at the buffer mark.
Retention and churn
Save-desk and win-back programs for subscription and service businesses.
Member outreach
Outreach and engagement programs for membership organisations such as credit unions.
Hotlines and dispatch
Emergency hotline and dispatch lines, staffed for the hours they are needed.
Social media
Social inboxes answered as part of the same operation, with the same reporting.
Campaign experience across Medicare and ACA, solar, electricity and gas, travel, final expense, home warranty and retail.
How the floor runs.
Recruit
People who fit the program and the customer, not just the seat.
Onboard
Into the systems, the team and the way the program is run.
Train
Before the first call, and continuously after it.
Operate
Workforce management focused on performance and engagement.
Improve
Every measure reviewed, and the process changed when it should be.
Performance is a loop
Productivity, quality, reward, recognition, discipline and retention are managed together, because each one moves the others.
- Productivity
- Quality
- Rewards
- Recognition
- Discipline
- Retention
Measured by what the buyer keeps
In live-transfer work we manage to billable transfers per hour, not raw transfers. A transfer the buyer rejects costs everyone, so the prospect is prepared before the hand-off.
Your dialer, your numbers.
We recommend you own the dialer platform, and we run your campaigns on it. If you do not have one yet, we will help you choose.
Control
Call routing, caller ID and recordings stay under your authority, which is what campaign oversight needs.
Data
Calls, leads and analytics stay in your account, not ours, so the exposure stays under your control.
Numbers
You register your own numbers through STIR/SHAKEN and CNAM, which protects answer rates and your brand.
Trust on the floor.
Practices every agent and every seat works under, from the first day.
- Background checks for every agent
- Non-disclosure agreements
- Security-awareness training
- Clean-desk policy
- Fraud policy
- Mobile-device policy
- Multi-factor authentication where it applies
Start with something small enough to judge.
One queue
Take a single channel or tier off your team and prove the handover works.
After hours and overflow
Cover the hours and the peaks your team cannot.
An outbound pilot
One campaign, one list, agreed measures, a clear stop date.
Straight answers.
Which platforms do you work in?
Yours, where you have one. We will share the current platform list on the call.
How quickly can a team start?
It depends on the program. The first call is for scoping that honestly rather than quoting a number here.
What this runs on
- WhatsApp Cloud API
- Twilio
- Brevo
- Cloudflare Workers
- Cloudflare D1
- Microsoft 365
- Google Workspace
- Vicidial (in development)
Nearshore
Nearshore, from Trinidad and Tobago.
A twin-island republic at the southern end of the Caribbean, just off the coast of South America. Close to your customers in language, clock and distance, which is what a front line needs.
English is the working language
It is the language of business, government and schools. Your customers hear a native English speaker, and nothing is lost between your team and ours.
On your clock
Port of Spain keeps UTC−4 all year. From March to November that is New York time; in winter it is one hour ahead. Your peak hours are our working hours.
Connected
A national fibre network reaches almost every populated area, backed by six international submarine fibre links and two 4G LTE mobile networks.
People who do this work
Around 7,600 tertiary graduates a year, free education through secondary school, and a contact-centre workforce that already serves North American customers.
A familiar legal footing
The legal system descends from English common law, and the country is a member of the Commonwealth. Agreements read the way North American businesses expect.
Close enough to visit
Direct flights reach Miami in a little over three hours, so a site visit is a day trip, not an expedition.
And yes: it is the home of Carnival and the steelpan. We take the work seriously; we do not take ourselves too seriously.
Most engagements end up touching more than one.
Tell us what needs to happen.
Thirty minutes, your agenda. You leave with a first step whether or not we work together.
omari@monosolution.xyz+1 213 556 4010