100,000+ Calls
And that’s just today.
75+ Campaigns
Every kind imaginable.
3,000+ Agents
Ready to ramp-up quickly.
Your Customer’s Voice to You
We are on the front lines of your business, and we hear it all—what’s working and most definitely what is not. We bring those valuables back to you and help you sharpen up your solutions to keep customers coming back.
Your Voice to the Customer
Each contact from a customer is an opportunity to say: “You matter to us—a lot!” We make sure they understand that by responding just as you would and by giving your customers the best experience possible.
ALL THE CONTACT SOLUTIONS YOU NEED
Some customers only call. Others prefer to email. Still others like to chat. So we work across all these channels and more (and often at the same time) to take care of your customers. We also have a few other services just to take care of you.
We care because we’re all customers.
Focus customer care means actually caring for customers, listening to their needs, and finding the right solutions. We care because, let’s face it, we’re all customers, and we think the Golden Rule is a pretty good idea.
“Can it ship in time?”
We love to find just the right product, service, or solution for your customers. With our inbound call services, we bring sales and service together in a perfect combo.
“Can someone get my wifi working?”
Yes, yes we can. Our outsourced tech support integrates seamlessly with our excellent in-house customer care, giving your customers a 5-star experience in shooting down trouble.
Don’t lift all that data without back support!
Back office support is primarily about managing data—gobs of it! We’ve got the talent and the tools to extract it, enter it, organize it, store it, and analyze it so that you’re not crushed by it, but actually using it to make smart decisions for your business.
Give some quality time to your social media.
We’ll monitor your social media, listening carefully so that we can make your brand sparkle, especially when someone is less than complimentary. We’ll respond graciously, just as you would, to resolve concerns and let your customers know you care.
You can’t beat a text on timeliness.
With a text message, you can reach a customer in a flash with a coupon, a cut rate, or a call to action. Our team has the pacing down and will help you make the most of your SMS campaign.
“Can I answer any questions for you?”
We’re that friendly face that pops up to help your customer get the specs on that new dishwasher they’re looking at or set limits on their kid’s smartphone data. Plus, our smiles and courtesy help us calm troubled waters when a customer has a complaint.
Make an impact in the inbox.
Email is that tried and true tool that displays your loyalty to your customers front and center—in their inbox! They’ll feel the love when they get a response from a real person in a timely manner with just the solution they need.
We’ve got IT covered.
We’ll keep an eye on your IT, so you can do the stuff only you can do. Our engineers are IT polyglots, fluent in all kinds of software, frameworks, and languages. They’re also superhuman—they can watch over your system 24/7 and slip in through cyberspace to fix any bugs.
Frequently Asked Questions
What is tech support outsourcing?
Tech support outsourcing is the practice of partnering with a BPO provider to handle Tier 1 and Tier 2 technical support interactions on behalf of your company. Focus Services deploys trained technical support agents who troubleshoot product issues, resolve software and hardware problems, and escalate complex cases to your internal engineering teams.
What is the difference between Tier 1 and Tier 2 tech support?
Tier 1 tech support handles routine troubleshooting, password resets, basic configuration issues, and FAQ-level technical inquiries. Tier 2 tech support handles more complex issues requiring deeper product knowledge, remote access, or escalation protocols. Focus Services manages both tiers with structured escalation paths between them.
How does Focus Services train technical support agents?
Focus Services conducts product-specific training programs developed in partnership with each client. Training covers product functionality, common issue resolution paths, escalation criteria, ticketing system operation, and soft skills for technical communication. Ongoing training is updated as products evolve.
What ticketing and helpdesk platforms does Focus Services support?
Focus Services works with Zendesk, Freshdesk, ServiceNow, Jira Service Management, HubSpot Service Hub, and custom ticketing platforms. Platform integration is configured during the onboarding phase to ensure seamless handoff between your systems and our agent teams.
How quickly can Focus Services launch a tech support outsourcing program?
Focus Services can launch a Tier 1 tech support program in as few as 30 days for straightforward product lines. Complex Tier 2 programs with deep product training requirements typically require 60 to 90 days from contract execution to go-live.
Global BPO and AI-enabled customer experience solutions. Nearshore and offshore call center outsourcing built for growth-focused companies.
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(801) 393-1635
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