Our large-volume BPO programs are for companies planning a team of roughly twenty agents or more. CALL IT DEV handles customer service and level-1 technical support, with escalation within the scope agreed in writing. Languages depend on recruitment, your existing tools stay in place, and you receive a written proposal after scoping.
Request a large-program proposal
CALL IT DEV combines a contact center with an IT services team in Casablanca and Kénitra, Morocco. On a large program, the same organisation can answer customers, run first-level helpdesk and user support, and work inside your ticketing, CRM and integrations instead of replacing them.
| Topic | What we scope with you |
|---|---|
| Volume | Expected contact volumes, seasonality and the number of agents needed to absorb them. |
| Languages | Languages per queue, confirmed according to the profiles we can recruit; each agent covers at most two languages. |
| Channels | Phone, email, chat and messaging: which channels open first and how they are shared across the team. |
| Hours | Opening hours per queue; extended or 24/7 coverage only on request and staffed with additional seats, agreed in writing. |
| Tools and CRM | Your telephony, ticketing and CRM tools, user accounts, and any integrations our IT team needs to set up or maintain. |
| Technical support | Level-1 diagnosis, the issues handled by the team, and the escalation path to your level-2 or product teams. |
| Quality and reporting | Quality criteria, call and ticket review, and the reports and dashboards you want to receive. |
| Security and access | Access rights, data handling under GDPR principles, and the security rules your organisation requires. |
BPO services — Call center outsourcing — Technical support outsourcing
Companies that plan to outsource customer service or technical support to a team of roughly twenty agents or more. Smaller needs are handled through our standard BPO services.
Yes. The team can provide level-1 technical support and user support alongside customer service, with escalation to your teams within the perimeter agreed in writing.
No. We work in your telephony, ticketing and CRM tools. Our IT team can help with accounts, access and integrations when this is part of the agreed scope.
Languages are confirmed during scoping, according to the profiles we can recruit. Each agent covers at most two languages.
Pricing depends on languages, channels, coverage and team size. It is set out in a written proposal after scoping.
CALL IT DEV — Software, AI and dedicated tech teams — Casablanca | Kénitra — contact@callitdev.com — +212-537-373777