UBTCALL handles your customers' emails and live chats from Casablanca and Kénitra. Agents work directly in your helpdesk and chat tools, follow your macros and procedures, and escalate to your teams when a case needs them.
Email tickets, live chat, contact forms and messaging channels you already use. Answers follow your tone and knowledge base; complex cases are escalated according to your rules. Each extra channel adds a published premium.
Agents work in the languages you choose from our rate card: Arabic, English, French, Spanish, Portuguese, Italian, Turkish, Polish, German, Dutch, Russian, the Nordic languages, Chinese, Japanese and Korean. Each agent's language level is checked before assignment to your account.
Coverage hours are set with you in the written quote, based on your customers' time zones and volumes. A seat is one full-time agent working 40 hours a week; wider coverage is staffed with more seats.
We validate the agent profiles with you, the agreement is signed and a refundable security deposit (2 weeks per agent, not deducted from invoices, refunded at the end of the partnership) is paid before training and production. Your team is trained on your products, procedures and tone, and the start date is confirmed in writing after these steps.
Call or ticket reviews, regular calibration with your team and indicators agreed in your contract. We commit to the means we put in place, reviewed with you on a regular basis.
Agents work in your own tools, telephony and CRM, with the access rights you define. Personal data is handled following GDPR-aligned practices and your instructions.
Your own. Agents work in the helpdesk, chat and CRM tools you already use, with the access you grant.
Yes. The channels are set in your quote; each channel beyond the first adds a published premium.
Response time targets are agreed with you and written into your contract, based on your volumes and coverage hours.
Yes, in the languages you choose from our rate card, with each agent's level checked before assignment.
The hourly rate depends on the rarest language you need, with published premiums for multilingual agents, extended coverage and extra channels. The full rate card is on our Pricing page, and every project receives a written quote.
You do. We provide skilled agents in the requested languages; tools, telephony and CRM remain yours, and our agents work in them with the access you grant.
Request a quote · See the rate card by language
Related services : Call center outsourcing · Multilingual customer service · B2B appointment setting and telemarketing
UBTCALL — Casablanca, Maroc — [email protected] — +212-537-373777