Customer Service & Support Outsourcing That Feels In-House

Dedicated customer service and support outsourcing from a US-owned nearshore team. Voice, chat, email & social. 95% CSAT, SOC 2. Quote in 48 hrs.

95% CSAT across 48 brands

40–50% lower CX costs

US-owned since 2002

Get a 48-hr Customer Service Quote

Share a few details and we’ll send a tailored quote within 2 business days.

What is customer service and support outsourcing?

Partner with a specialist provider to handle your customer interactions across:

Phone
Email
Live chat
Social channels

Customer service

Covers the full relationship with your customers

Customer support

Focuses on helping customers use your product
Troubleshoots and resolves issues

Why top brands partner with World Connection.

With World Connection, you get both service and support from the same dedicated team.

Done well, outsourcing:
- Lowers your cost per contact
- Extends your coverage hours
- Frees your internal team to focus on higher‑value work

The difference between a good and bad partner is whether agents are:
- Dedicated to your account
- Trained deeply on your product
- Held to your quality bar

Why companies outsource to World Connection

Dedicated teams, not a shared pool. Your agents work only your program, learn your product, and mirror your brand voice.

Cut CX costs 40–50%. Nearshore delivery lowers cost without offshoring quality or moving support to a different time zone.

90%+ fewer abandoned contacts and shorter hold times through proper staffing and coverage.

95% CSAT across our client base, with a 12-year average client tenure, clients stay because the numbers hold up.

SOC 2 Type II audited, PCI DSS and HIPAA compliant, safe for regulated and card-present programs.

Start with 10 seats, no enterprise minimums. Ramp in weeks, not quarters, and talk to the owner, not an account manager.

Service and support across every channel

Our agents handle voice, email, live chat, and social from one coordinated team, so a customer gets the same answer no matter how they reach you. We integrate with the platforms you already run: Salesforce, Zendesk, HubSpot, Five9, and Genesys, or we deploy ours. Bilingual English and Spanish support is available on every program.

Seamless Integration

Salesforce

Genesys

Zendesk

HubSpot

Five9

Tier-1 through 3 support and escalation handling

Our teams resolve the majority of contacts at tier 1 and route the rest through a clean escalation path you define, so complex cases reach the right people fast. We tune scripts, macros, and knowledge base articles from real interaction data, which lifts first-contact resolution over time and takes repetitive volume off your internal experts. For deeper technical programs, we can layer in dedicated technical support (see the technical support outsourcing page).

Technical Support Outsourcing

Explore our deeper technical programs and dedicated technical support layers to handle even your most complex product queries.

Coverage in your time zone

Because our teams are nearshore and in your time zone, we cover business hours, extended hours, weekends, and peak seasons without the friction of a distant offshore operation, no overnight handoffs, no next-day replies.

Industries we serve

• e-commerce and retail

• home services

• healthcare

• SaaS and software

• financial services

• consumer brands

Programs that require compliance, such as banking, insurance, fintech, and patient support, run on our audited in-office teams with embedded supervisors.

Talk to the Owner.
Get a 48-hr Quote.

When customers reach out, the response they get is your brand. World Connection gives you a dedicated customer service and support team that works as an extension of your company, not a shared call pool renting out spare minutes. We are US-owned, headquartered in Boise, Idaho, with 100% in-office nearshore teams in Guatemala City that operate in your time zone. Since 2002 we have helped 48 brands lower cost, raise satisfaction, and scale support without adding internal headcount.

Book Discovery Call

Frequently asked questions

What does nearshore customer service outsourcing cost?

Rates typically run lower than US onshore teams and are competitive with offshore once you account for quality. Most programs use a per-hour or per-agent model based on volume, hours of coverage, and complexity. We give you a clear quote after a short scoping call, with no long-term lock-in required to start.

Where are your customer service agents located?

Our agents work in-office in Guatemala City, in or near your US time zone. World Connection is US-owned and headquartered in Boise, so you get nearshore cost with US-based ownership and oversight.

How fast can you launch a customer service team?

A typical program launches in a few weeks depending on size and training needs. We build the knowledge base, train on your product and tone, and run a nesting period before agents take full volume.

Will the team feel like part of our brand?

Yes. Agents are trained on your voice, systems, and standards, and work as a dedicated extension of your team rather than a shared pool. You also get direct access to our leadership throughout the partnership.

Do you support phone, email, and chat?

Yes. We handle voice, email, live chat, and social messaging, and can blend channels so one trained team covers the full customer experience.