UBTCALL runs inbound customer service teams from Casablanca and Kénitra, Morocco. Our agents take your customers' incoming calls, emails and chats: product questions, orders, deliveries, account changes, claims and after-sales, following your procedures and inside your own tools.
Incoming calls, emails and chat on the channels you choose, order and delivery questions, account and subscription changes, claims and after-sales, and escalation of complex cases to your teams according to the rules you set.
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.
Casablanca is in a time zone close to European working hours, and our agents work in the languages your customers use. You keep your tools and procedures; we provide the trained team.
Phone, email and chat, alone or combined. Each channel beyond the first carries a published premium on our rate card.
Yes. Agents are trained on your products, scripts and escalation rules before production, and these are reviewed with you regularly.
Yes. The number of seats is set in your quote according to your volumes and can be adjusted with you afterwards.
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 · Email and live chat support · Collections and payment follow-up · Finance and accounting back-office
UBTCALL — Casablanca, Maroc — [email protected] — +212-537-373777