Service
Customer Service Cyprus — Εξυπηρέτηση Πελατών
End-to-end εξυπηρέτηση πελατών delivered by a Cyprus-based, ISO-certified team.
Great εξυπηρέτηση πελατών moves the needle on retention, cross-sell and reputation — but staffing and quality-managing it in-house is expensive and hard to scale. We operate outsourced customer-service teams for Cyprus banks, utilities, insurers, retailers and e-commerce brands: real Cypriots answering in Greek and English, on the phone, on email, on live chat and on WhatsApp, with structured quality monitoring and CSAT reporting every month. You keep the brand, the CRM and the data; we deliver the SLA.
What is included
- Inbound phone, email, live chat, WhatsApp & social DM handling
- Tier-1 issue resolution with structured escalation to your team
- CRM data-entry, case management & ticket triage
- Bilingual (EL/EN) agents with multilingual escalation (RU, DE) available
- CSAT, NPS and quality-scorecard reporting
- Retention & save-desk campaigns for churn-risk customers
- Complaint handling under ISO 10002 / regulator guidelines
- Overflow, after-hours and holiday cover
How we deliver
- 1
Journey & channel mapping
We map your top 20 customer journeys and channel mix before designing scripts.
- 2
Playbooks & script design
Bilingual scripts, decision-trees and escalation paths signed off by your CS lead.
- 3
Training & certification
40+ hours of brand, product and systems training, ending with a certification test.
- 4
Soft launch & calibration
Two weeks of supervised production with daily calibration on tone, accuracy and CSAT.
- 5
Steady-state operations
Monthly business review with CSAT trend, top call drivers, savings actions.
Expected outcomes
90%+
CSAT sustained across bilingual channels
30-40%
typical cost saving vs a fully in-house Cyprus team
<24h
email & chat first-response time SLA
Frequently Asked Questions
What channels can you cover — voice only, or omnichannel?
Full omnichannel: voice, email, live chat, WhatsApp Business, SMS, social DMs (Facebook, Instagram, X) and web forms. We can also monitor review platforms (Google, Trustpilot) and respond under your brand voice.
Can agents work inside our own CRM?
Yes. Our standard model is to log agents into your CRM/helpdesk over secure VPN+MFA so tickets, notes and PII stay inside your platform. We add our WFM, QM and telephony on top.
Can you handle regulated industries (banks, insurers, healthcare)?
Yes. We operate under ISO 27001, ISO 22301 and ISO 18295 with additional controls for CBC/CySEC-supervised institutions and healthcare providers, including call recording, retention, subject-access handling and consent-capture on outbound calls.
How do you measure and report quality?
Every agent has at least 4 calls per week scored on a 25-point quality scorecard aligned with ISO 18295. You receive monthly CSAT, NPS, first-contact-resolution and quality-score reports, plus call listening and coaching sessions.
Can you scale up for seasonal peaks?
Yes. We maintain a trained reserve pool covering hospitality, retail Black-Friday, government campaigns and utility billing cycles. With 4 weeks notice we can typically double headcount without quality drop.
What is a realistic price for outsourced customer service in Cyprus?
Dedicated bilingual FTEs typically run €1,900-€2,900 per agent per month depending on shift pattern, complexity and technology. Shared-agent per-minute pricing starts at €0.55/min. See our Cyprus Call Center Cost Analysis for a full breakdown.
How do we transition from in-house to outsourced without service disruption?
A 6 to 10 week phased transition: knowledge capture, agent training, shadowing your team, parallel-running (both teams answering), then gradual traffic tilt. CSAT and SLA are actively monitored throughout to guarantee no dip.
Are you GDPR compliant and EU-resident?
Yes. All operations run from our Cyprus (EU) facility under ISO 27001 information-security and ISO 9001 quality certifications. We sign a full DPA, keep guest and customer data inside the EU, and never sub-contract offshore.
How quickly can we go live?
A standard onboarding — discovery, agent training, system integrations and pilot — takes 3 to 6 weeks depending on scope. Urgent government or crisis-response engagements can be live in 5 to 10 working days.
How do I request a quote?
Call +357 22 398296, email info@callcentercyprus.com, or use our contact form. You will receive a scoped proposal with pricing bands within two business days.
Discuss this service with our team
Tell us about your volumes, channels and timelines — we will respond with a scoped proposal within two business days.