Professional Call Center Services
24/7 Multilingual Inbound, Outbound & Technical Helpdesk Outsourcing
Scale your customer support with a Romanian-based call center delivering enterprise-grade SLAs in 5+ languages. From overflow handling to fully managed teams — we plug into your stack in weeks, not months.
- 100+ trained agents
- EN/RO/ES/FR/DE coverage
- GDPR & ISO aligned
- SLA from 95%+
Running live queues for
Why Outsource Your Call Center to HELION
Six measurable advantages that transform customer experience and reduce operational cost.
24/7/365 Coverage
Round-the-clock inbound and outbound coverage with shift-based teams, ensuring zero downtime in customer service.
Multilingual Agents
Native and C1-level agents in English, Romanian, Spanish, French and German — ideal for pan-European businesses.
Up to 60% Cost Reduction
Lower CAPEX and OPEX vs. building an in-house team while improving SLA performance and agent utilization.
GDPR & ISO Compliance
Encrypted call recording, secure data handling, role-based access control and audit-ready processes.
Dedicated or Shared Teams
Choose between dedicated agents fully embedded in your brand or shared pools for cost-efficient overflow handling.
Real-Time KPI Dashboards
Live AHT, FCR, CSAT, NPS and abandon-rate dashboards with monthly business reviews and quality calibration.
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.
How We Onboard Your Call Center
A proven 4-step process that gets your outsourced team live in 2–6 weeks.
- 01
Discovery & Scoping
We map your call volumes, languages, peak hours, SLAs and target KPIs in a 60-minute discovery call.
- 02
Recruitment & Training
We recruit, screen and train agents on your products, tools (Zendesk, Salesforce, custom CRMs) and quality standards.
- 03
Pilot & Go-Live
A 2–4 week supervised pilot with daily calibration, then full go-live with assigned team lead and QA analyst.
- 04
Continuous Optimization
Monthly business reviews, KPI tuning, agent coaching and capacity planning to drive year-over-year improvement.
FAQ
Call Center Outsourcing — Common Questions
Everything procurement and customer-experience leaders ask before partnering with us.
Romanian call center outsourcing typically costs 40–60% less than Western European or US providers. Pricing depends on language mix, volume, dedicated vs. shared model and SLA. We provide a transparent per-FTE or per-minute quote within one business day.
We provide native or C1-level agents in English, Romanian, Spanish, French, German and Italian. Other languages are available on request for dedicated teams.
A typical setup takes 2–6 weeks: 1 week scoping, 2–3 weeks recruitment and training, 1–2 weeks pilot. For overflow on existing tools, go-live can be as fast as 7 days.
Both. We run inbound customer support, technical helpdesk and L1/L2 IT support, plus outbound campaigns including sales qualification, retention, surveys and debt collection.
Yes. We operate from Romania (EU), with encrypted call recording, role-based access, signed DPAs, sub-processor transparency and ISO-aligned information security processes.
Yes. We integrate with Salesforce, Zendesk, HubSpot, Genesys, Five9, Twilio, Microsoft Dynamics and most modern CCaaS/CRM platforms via native connectors or APIs.
Real-time dashboards for AHT, FCR, CSAT, NPS, abandon rate, occupancy and adherence. Plus weekly operational reviews and monthly business reviews with trend analysis.
Both. Dedicated agents are fully trained on your brand, tools and processes. Shared pools work well for overflow, after-hours or low-volume programs requiring high language flexibility.
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.
AI-answered. Human-guaranteed.
Ready to Outsource Your Call Center?
Get a tailored proposal within one business day. Tell us your call volumes, languages and target SLA — we handle the rest.