We run the queue. You get the outcome.
Outsourced customer support, back-office BPO and managed IT from Romania — staffed by people who work on the platform we build.
Running live queues for
What we do
Three services, one operations floor
Most clients take more than one. They share the same team, the same reporting and the same contract.
Contact centre
Inbound customer support, outbound campaigns and a technical helpdesk, in six languages, around the clock.
- First and second line support with defined escalation paths
- Outbound retention, collections and satisfaction campaigns
- Technical helpdesk with ticketing and knowledge base
- Quality scoring on a sampled, auditable basis
Business process outsourcing
The back-office work behind the conversation: documents, data, finance operations and case handling.
- Document processing and data entry with accuracy targets
- Finance back-office: invoicing, reconciliation, dunning
- Order management and after-sales case handling
- Reporting packs your own stakeholders can read
Managed IT
Infrastructure, cloud and end-user support run by certified engineers, on the same 24/7 rota as the contact centre.
- 24/7 infrastructure monitoring and incident response
- Cloud and on-premise administration
- End-user helpdesk with asset and access management
- Telephony engineering — the switch, the routing, the numbers
AI, in three places
Three capabilities, on every service we run
We did not rename the business around AI. These three sit underneath the contact centre, the BPO desk and the IT helpdesk alike.
AI voice agents
Answer the queue end to end in Romanian: identify the caller, resolve from the knowledge base, open the ticket, dispatch a technician, or transfer with context.
AI assist for human agents
Live coaching on the call. It listens, finds the relevant article and shows the next step — what to say, what to ask, and the source it came from.
AI quality & analytics
Automatic call sampling, transcription and scoring against your own scorecard, so QA reviews a representative set rather than whatever is easiest to find.
Coverage
Six languages, staffed not subcontracted
Every language below is answered by our own agents on our own floor. That is why the service level holds when volume spikes.
- English
- Romanian
- French
- Spanish
- Italian
- German
Need a language that is not on this list? Tell us the volume and we will tell you honestly whether we can staff it — or whether you are better served elsewhere.
How it works
From first call to live queue
Two to six weeks, depending on how much switch and routing work your setup needs.
- 01
Scoping
Volumes, languages, hours, service level and the systems we need to touch. One working day to a first response.
- 02
Model and price
A staffing model with the assumptions visible — headcount, shift pattern, cost per contact — so you can challenge the maths.
- 03
Build
Switch and routing configured, HELION set up with your categories, SLAs and templates, agents recruited and trained on your product.
- 04
Go live and tune
We start on a controlled share of volume, watch the reports daily, and adjust routing and staffing before we take the rest.
Go deeper
Pages for the thing you actually need
Each one covers a single service or a single sector, with the questions procurement asks about it.
Locations
Two offices, one operation
The commercial side and the delivery floor sit in two different cities. Both are ours, and the service level is written against both.
Head office
București
Bd. Dimitrie Pompeiu 5-7, Hermes Business Campus, Corp C, et. 3, Sector 2
Contracting, commercial and account management. This is the address on your agreement.
Operations centre
Drobeta-Turnu Severin
Județul Mehedinți
The delivery floor. The agents who answer your queue work here, on shift around the clock.
Your questions answered
About working with us
Procurement asks these first.
Western European service levels at materially lower operating cost, inside the EU and inside GDPR, in a time zone that overlaps your working day. No overnight handoff to another continent, no data transfer problem to solve in the contract.
English, Romanian, French, Spanish, Italian and German, answered by our own agents on our own floor rather than subcontracted. If you need a language that is not on that list, tell us the volume and we will say honestly whether we can staff it.
Against a scorecard, on sampled calls, with the score visible to the agent as well as to you. Our own scoring uses weighted criteria on a 0–5 scale with critical points that zero the score outright — an inappropriate tone, an unjustified hang-up, or failing to open a ticket when it was required.
It depends on volume, languages, hours and target service level, so we will not pretend otherwise with a price list. Send us those four and you get a staffing model with the assumptions visible — headcount, shift pattern, cost per contact — within one working day.
Yes, and it is often the sensible way to start. We take a controlled share of volume, hold the service level on it, and expand once the reports say we should.
You do. We are the processor, you are the controller, and that split is written into the contract along with retention periods — which are then enforced by the system itself rather than by a policy document.
AI-answered. Human-guaranteed.
Get a staffing model and a price.
Send us your volumes, languages and target service level. One working day, no discovery-call runaround.