Dedicated agents
Assigned to your account, not pulled from a shared pool.
Opervics runs customer service as a trained, documented function — AI-assisted workflows, human-verified responses, and QA on every interaction. Real 24/7 coverage, not extended hours.
Customer service is the day-to-day work of responding to customers — by phone, email, chat or ticketing system — and resolving what they need. It sounds simple until volume grows, coverage breaks, or quality drifts, and suddenly it consumes internal headcount without producing better outcomes.
Opervics runs customer service as a managed operation. Trained agents are assigned to your account, working against documented SOPs and using AI-assisted tools to draft responses, route tickets, and surface issues before they escalate. Human QA runs on every queue.
Assigned to your account, not pulled from a shared pool.
Every process runs against a written playbook — versioned and auditable.
Draft responses, ticket routing, and priority detection.
Documented sampling with error rates reported weekly.
Named supervisors and clear paths for exceptions and edge cases.
CSAT, first-response time, resolution time, and backlog trends.
These are the same operational issues we see across clients — and the same ones our process is designed to remove.
Nights, weekends and holidays are covered by fewer people — or not at all.
Different agents give different answers to the same question.
Exceptions sit in a queue until someone senior notices them.
Every new hire re-learns the same things your team already knew.
Leadership can't see CSAT, first-response time, or backlog trends.
One senior agent holds the process together — and their absence shows.
Every service inherits the same baseline security posture, then adds service-specific controls on top.
Encryption in transit and at rest, role-based access, and least-privilege workflows across every account.
NDA-bound teams, restricted environments, and auditable access logs for regulated services.
AI output is reviewed by trained specialists before it reaches your systems — no blind automation.
Service-specific SLAs, tracking, and audit-ready reporting from day one.
Phone, email, live chat, and ticketing systems — individual or combined, depending on your customer base.
Documented SOPs, recorded sessions, and a certification check before agents touch live work. Most single-channel engagements go live in 2–4 weeks.
Documented QA sampling on every queue, with error rates and CSAT reported weekly. AI drafts, but humans verify before responses ship.
Yes. We operate inside your helpdesk, CRM, or ticketing platform with role-based access set by you.
AI-assisted routing and pre-built escalation paths handle surges without dropping quality. We scale agents as volume stabilises.
Depends on scope. Most engagements are priced per FTE, per ticket, or per hour — agreed upfront with no hidden add-ons.
A short conversation is usually enough to scope the process and propose a starting point.