from $14 an agent hour
Customer support
Chat, email, voice and social, in 14 languages, at any hour you need covered.
“Tracking says delivered, but the parcel isn’t here.”
Replacement sent by express. It lands before noon.
“I was charged twice for order 4471 and now my card is over its limit.”
Refunded both. Clears by Thursday.
Marisol Rueda · Bogotá, 1:40 pm · replied in 1m 48s
Customer support, trust & safety and back-office teams for consumer brands, run from four studios that answer around the clock.
Parley hires 
trains 
and manages 
the people who answer your customers. Support, trust & safety and back office for consumer brands.
- Every customer answered
Four studios cover all 24 hours in 14 languages, so nobody waits for your office to open.
- Quality you can check
An independent QA team scores every agent. You get the results each Monday against your targets.
- Less than hiring in-house
Agent rates start at $12 an hour, with recruiting, training, management and tools included.
- You stay in control
A named team in your tools, to your policies. Start with a 90-day pilot, then 30 days’ notice.
What we take off your desk.
Three kinds of work, each run by a dedicated team that learns your product and follows your playbook. Prices are per productive agent hour.
How a customer support team is set up
from $16 an agent hour
Trust & safety
Content moderation, fraud review and identity checks, with wellbeing built into every shift.
“Seller is listing trainers that look counterfeit.”
Listing removed. Seller paused pending ID check.
from $12 an agent hour
Back office
The work behind the inbox: orders, refunds, claims and data, done to your rules.
“Sofa arrived with a split frame. Photos attached.”
Refund approved. Courier claim filed for you.
Your queue never waits for morning.
Each studio works its own daylight, then hands over. Same playbook, same QA, one inbox.
- Cebu
Has the queue · Joel Abellana leads, 412 on shift08:00 - Cape Town
Has the queue · Thandi Mokoena leads, 286 on shift08:00 - Lisbon
Has the queue · Rui Valente leads, 238 on shift08:00 - BogotáHas the queue · Marisol Rueda leads, 451 on shift08:00
From first call to a live team in six weeks.
The same four stages for every client, with your people involved at each one. You can stop after discovery and keep the plan.
Weeks 1–2Stage 1 of 4
Discovery
We read a month of your real tickets, map every contact type and agree targets, tone and escalation rules.
Discovery workshop, Austin Weeks 3–5Stage 2 of 4
Hiring and training
We hire for your languages and train on your product, tools and policies. Nobody talks to a customer before passing your certification.
Product training, Cape Town Week 6Stage 3 of 4
Supervised go-live
The team takes live traffic with a lead on every shift and daily QA, while your people watch the same queue.
Go-live week, Cebu Day 90Stage 4 of 4
Review and scale
We review the pilot against the targets together. Most clients add hours, languages or a second studio.
Second floor, Bogotá
You get the report we read.
Every Monday at nine, your time. Written by your account lead, scored by QA analysts who don’t report to your team managers.
Corrie & Fell · 15–21 September · 42 agents, Cebu and Bogotá
| Measure | This week | Last week | Target |
|---|---|---|---|
| Customer satisfaction | 94.2% | 93.6% | 92% |
| Solved on first contact | 82.4% | 81.7% | 80% |
| QA score | 93.3 | 92.8 | 90 |
| Median first reply | 9 min | 11 min | 15 min |
| Agent attrition, annualised | 13.6% | 14.2% | Under 18% |
Returns contacts rose 18% after the launch, so Joel moved four Cebu agents onto returns from Tuesday. QA found warranty replies running long; three macros rewritten. Nothing needs your sign-off.
Ana Ferrer, account lead
Corrie & Fell · Outdoor footwear · 42 agents in Cebu and Bogotá since 2021
9,000 tickets behind.Cleared in 11 days.
Corrie & Fell came to us six weeks before Black Friday with a backlog their in-house team couldn’t clear. A 24-agent team in Cebu cleared it in 11 days, and the account has since grown to 42 agents across Cebu and Bogotá.
- First reply
31 h9 min- Customer satisfaction
81%94%- Cost per contact
$6.40$3.95
Clients who stopped worrying about the queue.
“We stopped thinking of them as a vendor about a month in. The weekly report is the most honest document I get from anyone.”
Dana WhitfieldVP Customer Experience, Corrie & Fell
Price a team before you call us.
Most outsourcers share rates in the third meeting. Ours are here, including the leads and QA analysts every team needs.
Your estimate
$0–$0a month
- Agents
- 0
- Team leads
- 0
- QA analysts
- 0
- Blended rate, all roles
- $0/hr
Indicative, in USD. The blended rate includes team leads, QA and any evening or overnight premium; service prices start at the agent rate. Your fixed quote follows a two-week discovery with your real ticket data.
Good jobs in four cities.
We pay above the local market, train for three weeks before anyone talks to a customer, and promote from the floor: most of our team leads started as agents.
See all 60 open roles
Questions buyers ask us first.
Anything else, ask the person who would run your team.
hello@parleyteams.comFour back-office specialists, six support agents or eight trust & safety reviewers, plus a team lead. Below that, a shared team is usually better value and we will say so.
Only if you want them to. Agents work under your brand, in your tools, with your macros and sign-offs.
Agents work on locked-down managed devices in our studios, with single sign-on to your systems, no personal phones on the floor and quarterly access reviews. We sign your data processing agreement and are audited each year.
You will see it in the Monday report before you see it in reviews. Your account lead sends a written recovery plan within 48 hours, and fees for missed targets are credited under our service levels.
A 90-day pilot, then a rolling agreement with 30 days’ notice. You pay per productive agent hour. Team leads and QA analysts are priced into the blended rate; recruiting, training and tools cost nothing extra.
Yes. Most clients visit during training week. We will arrange the trip, and you can sit in on the floor.
Six weeks from signature to your first reply.
Marisol Rueda’s team has the queue right now · --:-- in Bogotá