Venziq Global Solutions delivers professional, reliable customer support from India to businesses worldwide — any industry, any timezone, any scale. You tell us what you need. We make it happen.
We take on your customer support operations end-to-end — voice, email, chat — across every industry, any timezone.
Professional voice support agents handling customer queries, complaints, and outbound campaigns with full quality oversight.
SLA-driven email support with consistent response quality, templates, escalation paths — keeping customers informed at every step.
Real-time chat support for your website or app — fast, friendly, and on-brand, reducing wait times and improving satisfaction.
From agent hiring and training to quality governance and reporting — we build and run your complete support operation.
A simple, transparent process — no surprises, no delays.
Share your company details, your customers, and what kind of support they need.
Shift timings, number of agents, channels needed, expected volumes and SLAs.
A clear, customised proposal with pricing, team structure, and onboarding plan.
Training, setup, quality checks, and regular reporting — full visibility throughout.
Response within 24 hours · No commitment required
From eCommerce to healthcare, finance to sports — if your customers need support, we deliver it.
Fill in the form with as much detail as possible. The more you share, the faster we can respond with the right proposal.
What does your company do? Who are your customers?
UK hours, US hours, 24/7, or specific windows?
How many agents do you require?
Voice, email, chat — or a combination?
Building a world-class customer support team in Chennai. If you are passionate about delivering great customer experiences, we want to hear from you.
Handle inbound and outbound queries via voice, email, and chat for global clients. Full training provided.
Lead a team of agents, manage SLAs, conduct coaching, and ensure quality delivery for global clients.
Don't see a role that fits? Send your CV — as we grow we'll reach out when the right opportunity comes up.
Work with international clients across UK, US and beyond
Clear progression from agent to team lead and beyond
Comprehensive onboarding and continuous coaching
Supportive team environment where people come first
A complete reference guide for call centre professionals — KPIs, formulas, benchmarks, SLA, MSA, and quality metrics. Bookmark this page and share with your team.
The average total time an agent spends on a customer interaction — including talk time, hold time, and after-call work.
The average time a customer waits in the queue before their call is answered by an agent.
The percentage of customer issues resolved on the first contact without requiring a follow-up call or escalation.
A direct measure of how satisfied customers are with a specific interaction, measured via post-call surveys.
Measures customer loyalty by asking: "How likely are you to recommend us to a friend?" Scored 0–10.
The time an agent spends completing tasks after a customer call ends — updating records, sending emails, logging notes.
The percentage of time agents spend handling calls versus being available and waiting for calls during their logged-in time.
The percentage of time agents are unavailable to handle calls due to breaks, training, meetings, absence, or other activities.
The percentage of callers who hang up before being connected to an agent. A direct indicator of long wait times.
Measures how closely agents follow their assigned schedule — logging in on time, taking breaks as scheduled, and logging off correctly.
The rate at which agents leave the organisation in a given period. High attrition increases recruitment and training costs significantly.
A score assigned to agent interactions based on a structured evaluation checklist — covering greeting, resolution, empathy, compliance, and closure.
Measures the agent's tone, empathy, and communication style during customer interactions. Often a sub-score within QA frameworks.
The average cost incurred by the call centre for each call handled — including agent salaries, technology, and overheads.
The percentage of calls transferred to another agent, team, or supervisor. High transfer rate indicates training gaps or poor routing.
Everything you need to know about SLAs in call centre operations — definitions, formulas, types, and best practices.
A Service Level Agreement is a formal commitment between a service provider and a client defining the expected level of service — including response times, availability, quality standards, and resolution targets.
The most common call centre SLA is the 80/20 rule — 80% of calls answered within 20 seconds.
The legal foundation of every outsourcing relationship — what an MSA covers and why it matters.
A Master Service Agreement is a comprehensive contract that governs the entire outsourcing relationship. It covers all terms, conditions, and expectations across all work orders and projects under the partnership.
These two documents work together but serve different purposes:
The MSA is signed once; the SLA is reviewed and updated regularly based on performance.
Every client engagement begins with a signed MSA and a clearly defined SLA. We believe in complete transparency — you always know exactly what to expect, when, and how performance will be measured and reported.
Discuss your project →Venziq Global Solutions helps businesses build high-performance support operations with the right KPIs, processes, and people.
Talk to Us →
10+ years in customer service operations across UK and US processes, based in Chennai. Through Venziq, Venkat helps businesses set up reliable customer support — assess the requirement, build the right team, and deliver. Simple as that.