A UK support hire costs £28k+ a year
Before training, management, desk space, software and recruitment fees — the true cost of one in-house agent is far higher than the headline salary.
Your customer support team — without the overhead.
Trained, English-speaking support agents covering UK business hours, at a fraction of the cost of hiring in-house.
UK support hires are expensive and hard to scale
Recruitment, training, sickness cover and management time add up fast — especially when call volumes fluctuate.
Coverage gaps during holidays and sickness
When agents are off, enquiries pile up — and customers notice the delay in response times and service quality.
Scaling support with growth is slow
Hiring, onboarding and training new agents takes months — leaving you under-resourced during peak periods and campaigns.
Founders end up answering tickets themselves
When the team is stretched, leadership gets pulled into support — time that should go into growing the business.
What's included
A fully managed support operation — not just agents, but the processes and oversight behind them.
Dedicated or shared agents
Choose dedicated agents for consistent coverage or shared capacity for flexible, cost-effective support.
UK business-hours cover
Agents available during UK business hours by default — with 24/7 cover available on request.
Phone, email & ticket handling
Inbound and outbound calls, email responses and ticket management across your support channels.
Trained on your product
Agents learn your playbook, tone of voice and products before they handle a single live enquiry.
Zendesk, Freshdesk & HubSpot
Experienced with leading helpdesk and CRM platforms — tickets logged and updated in your systems.
QA monitoring & call recording
Regular quality reviews, coaching and recorded calls for compliance and continuous improvement.
Weekly reporting
Clear dashboards on call volumes, response times, resolution rates and customer satisfaction.
Dedicated account manager
A single UK-based point of contact for onboarding, escalations and ongoing service reviews.
UK GDPR-compliant data handling
ICO-registered data processing with secure systems and policies aligned to UK GDPR requirements.
How it works
From audit to live support in four steps.
1
Free support audit
We review your call volumes, channels, scripts and coverage gaps — free and no obligation.
2
We build your playbook & train agents
We document your processes, configure your tools and train agents on your products and quality standards.
3
Supervised launch
Agents go live under QA supervision — with real-time coaching until performance meets your benchmarks.
4
Ongoing QA and reporting
Weekly reports, quality reviews and continuous improvement — with your account manager as a single point of contact.
Engagement models
Monthly per agent
Dedicated agent
A named agent on UK-hours shifts with full QA, management and reporting included.
Scale as you grow
Shared / part-time cover
Flexible capacity across shared agents for lower volumes or part-time coverage needs.
Flexible monthly capacity
Overflow & out-of-hours
Supplement your in-house team during peaks, evenings, weekends or bank holidays.
Typically a fraction of an in-house UK hire — get a tailored quote.
Frequently asked questions
Common questions about our Customer Support Outsourcing service.
Our agents work from secure offshore facilities with English as their primary working language. All agents are trained to UK business standards and cover UK business hours.
Every interaction is subject to QA monitoring and call recording. We run regular coaching sessions, scorecards and weekly performance reviews against agreed benchmarks.
We align to UK business hours by default, with 24/7 options available for chat and extended support packages.
Most engagements go live within two to four weeks, depending on training complexity and system integration. We can discuss accelerated timelines during your support audit.
United Fusion is ICO-registered (ZC090500). We process customer data under UK GDPR with secure systems, access controls and documented data processing agreements.
We offer flexible terms — ask about monthly rolling contracts and our free one-week trial so you can assess quality before committing long term.
Yes — we offer a free one-week trial or complimentary support audit so you can see agent quality and fit before signing up.
Ready to cut support costs without cutting quality?
Get a free support audit — we'll map your volumes, coverage gaps and show you what outsourced UK-hours support could save.