Plan a team

Four studios, one queue.

Cebu, Cape Town, Lisbon and Bogotá each work their own daylight, then hand the queue to the next. 1,400 people, 14 languages, and every studio is ours: our leases, our managers, our hiring.

Right now

One studio holds the queue

It is --:-- where you are. Next handover at --:--.

Agents at work on the Cebu studio floor
--:-- in Cebu
Cebu412 peopleOn shift
Agents talking between calls in the Cape Town studio
--:-- in Cape Town
Cape Town286 peopleOn shift
Trust and safety reviewers at their desks in the Lisbon studio
--:-- in Lisbon
Lisbon238 peopleOn shift
A full studio floor in Bogotá in the afternoon
--:-- in Bogotá
Bogotá451 peopleOn shift

Who answers, hour by hour.

The queue moves west with the daylight. Here is a full day as your customers see it, with the studio that holds the queue at each hour.

  1. Cebu--:-- to --:--your time · 412 people
  2. Cape Town--:-- to --:--your time · 286 people
  3. Lisbon--:-- to --:--your time · 238 people
  4. Bogotá--:-- to --:--your time · 451 people
Joel Abellana at the Cebu studio
Joel Abellana · floor lead
Cebu from the studio
Cebu City · from the studio

Philippines · opened 2012 · 412 people

Cebu

--:--On shift

Where Parley started in 2012, with eleven people above a bakery in Lahug. Today it is the floor that answers American customers overnight and the home of our Japanese team.

Joel Abellana runs the floor. Joined as an agent in 2014.

  • Overnight US support

    English chat, email and voice while American customers sleep, so the night’s tickets are answered in minutes, not the next morning.

  • Japanese support

    Native Japanese speakers for chat and email, trained in the polite register that retail and app customers in Japan expect.

  • Back office

    Order edits, refunds and returns processing for US retailers, audited weekly by our own QA team.

Cebu studio details
LanguagesEnglish, Tagalog, Cebuano, Japanese
CoversUS nights, Pacific to Eastern. Australia and New Zealand business day. Japan business day.
HoursOpen 24 hours, 7 days
AddressLevel 9, 22 Salinas Drive
Cebu IT Park, Cebu City 6000
AirportMactan-Cebu International (CEB), about 35 minutes
Thandi Mokoena on a call at the Cape Town studio
Thandi Mokoena · floor lead, Cape Town

South Africa · opened 2016 · 286 people

Cape Town

--:--On shift

Opened in 2016 for a UK retailer that wanted its inbox empty by nine. Big windows onto Signal Hill and the busiest phone floor we run.

Thandi Mokoena runs the floor. Joined as an agent in 2017.

  • UK and EU mornings

    The first shift for European inboxes. The overnight backlog is gone before your office opens.

  • Dutch and Afrikaans

    Dutch support for customers in the Netherlands and Flanders, much of it from Afrikaans speakers who pick Dutch up quickly.

  • Our main phone floor

    Calm, clear English on the phone for travel and fintech brands, with call coaching every week.

Cape Town studio details
LanguagesEnglish, Afrikaans, Dutch, isiZulu
CoversUK and Ireland mornings. Central Europe mornings. US East Coast early hours.
Hours6 am to 10 pm, 7 days
Address4th floor, 61 Waterkant Street
De Waterkant, Cape Town 8001
AirportCape Town International (CPT), about 25 minutes
Lisbon from the studio windows
Lisbon · Alfama rooftops

Portugal · opened 2018 · 238 people

Lisbon

--:--On shift

Tall windows over the Baixa and the floor where most of our trust & safety work happens. Opened in 2018 for European languages, and the fastest growing of the four.

Rui Valente runs the floor. Joined as a German-speaking agent in 2018.

  • European languages

    Native speakers of eight European languages on one floor, so a German, Swedish or Polish queue never needs its own vendor.

  • Trust & safety

    Our main moderation and fraud review floor, with its own QA analysts and a full-time wellbeing lead.

  • Payments and fintech

    Card disputes, chargebacks and identity checks for European payment and banking apps.

Lisbon studio details
LanguagesPortuguese, German, French, Italian, Dutch, Spanish, Swedish, Polish
CoversCentral and Northern Europe, all day. UK afternoons. US East Coast mornings.
Hours7 am to 11 pm, 7 days
AddressRua da Prata 210, 3rd floor
1100-420 Lisboa
AirportHumberto Delgado (LIS), about 20 minutes
The Bogotá studio floor in the early evening
Bogotá studio · 7th floor · 6:10 pm

Colombia · opened 2015 · 451 people

Bogotá

--:--On shift

Our largest studio, on two floors in Chicó with the green of the eastern hills behind. Opened in 2015 for bilingual American support.

Marisol Rueda runs the floor. Joined as an agent in 2016.

  • Bilingual Americas support

    Spanish and English on the same team, so a US customer who writes in Spanish gets a native reply in the same queue.

  • Overnight for Asia-Pacific

    Bogotá’s working day is the night in Sydney and Singapore, so those queues never wait for morning.

  • Back office on US hours

    Order data, invoice matching and catalogue work for US retailers, in their own time zone.

Bogotá studio details
LanguagesSpanish, English, Portuguese
CoversUS and Canada business day. Latin America business day. Australia and Asia overnight.
Hours6 am to 11 pm, 7 days
AddressCarrera 11 No. 93-46, 7th floor
Chicó, Bogotá 110221
AirportEl Dorado International (BOG), about 40 minutes

Visit during training week.

Most clients fly in for two or three days while their team trains. You meet the people who will answer your customers before they take a single contact.

A client manager sitting in with a Parley team lead at an agent’s desk
Client visit · Cape Town studio · training week
  1. Day 1
    Meet the team

    Your account lead walks you round the floor, the security set-up and the training room, then introduces the trainers and the new team.

  2. Day 2
    Sit in on training

    Watch your product being taught. Most clients end up teaching a session themselves, and it is usually the best one of the week.

  3. Day 3
    Run a mock certification

    You play the customer. Agents work live scenarios in your tools, with your macros, and you score them alongside our QA analyst.

  4. Day 4
    Agree the go-live plan

    Escalation paths, the first month’s targets and who calls whom at 2 am, written down and signed off before you fly home.

We book hotels within walking distance of the studio, meet you at the airport and handle visitor agreements. Phones go in lockers on the floor, yours included.

Arrange a studio visit

See the floor before you sign.

Tell us which studio fits your hours and languages. We will plan the team and, if you like, your visit during training week.

Plan a teamhello@parleyteams.com
QA review · Lisbon studio
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