VoiceTeam

VoiceTeam runs bilingual customer operations for US companies, by phone, chat and email. Most of the companies that come to us have spent months trying to hire for one queue and getting nowhere with it, usually after-hours coverage or the Spanish-language line.

We have been doing this since 2008, and across all our clients we handle 2.5M+ interactions a year. Our teams cover customer service, technical support, sales and retention, back office work, and data analytics and reporting. We serve companies in telecommunications, technology, healthcare, financial services, e-commerce and legal services, and our clients range from law firms to wireless carriers.

The work has changed. We have been running conversational AI in live customer operations for a year, and what we have learned is that the interesting question is how people and machines divide a queue so the customer reaches a resolution. That is what we design now: the split between automated handling and human judgment, and the escalation path between them.

For a leading national mobile carrier, our team delivered a 23% reduction in subscriber churn in six months. Across accounts where we took Tier 1 triage, we have delivered 45% fewer escalations and 40% faster troubleshooting.

Our headquarters is in Santiago de los Caballeros, in the Dominican Republic, and in 2024 we opened a second Dominican site in San Francisco de Macorís. We also have a presence in the Philippines and can serve clients from there. However your customers reach us, we deliver in English and Spanish, 24/7.

VoiceTeam is COPC certified, and our operations meet SOC 2 Type 2, HIPAA and PCI DSS requirements.

We have no minimum size, and we usually start with one queue. If support is on your list this year, tell us which queue is giving you the most trouble.