FAQ’s

At DeskMasters, we provide remote staffing solutions that help UK businesses significantly reduce costs without sacrificing quality. Unlike many traditional outsourcing providers, our service is designed for flexibility—with rolling monthly contracts that let you scale your team up or down as needed. You only pay for what you use, without being locked into long-term commitments.

We offer two package options within our fixed price model. The package you will need depends on the type of support, experience level and technical skills required from our team. We also offer both dedicated and shared agent models with additional add on options at a small extra cost. Contact us for a custom quote based on your specific needs. 

SaaS (support-as-a-service) involves hiring a third-party team to handle your customer support operations, giving you your resources back to focus on growing other areas of the business. 

Whatever you need! Web-based, desktop apps, mobile apps, and more. Our omnichannel offering applies to all platforms too: phone, chat, email, in-app, or social. Our team is trained to assist users across various devices and environments.

We integrate seamlessly with your workflows, tools and brand voice. Our agents are trained to act as an extension of your in-house team, participating in your communication channels, reporting structures, and regular meetings if needed.

We offer scalable support solutions that allow you to ramp up or down quickly. Whether it's a product launch or holiday season, we can deploy additional agents in as little as one week’s notice to ensure consistent service quality.

In close collaboration with your team, we facilitate a smooth and efficient onboarding process—including process documentation, agent training, and knowledge base development. A dedicated onboarding manager ensures everything stays on track for a seamless transition.

Customer Service: Email, live chat and social media replies. Call forwarding, call handling and virtual receptionist. 

• Back Office Support: Data entry, content moderation, order processing, CRM management, document handling, and other administrative tasks.

• Debt Collection: Early-stage reminders, follow-ups, customer negotiations, and recovery communications—all handled professionally and in compliance with regulations.

• Sales Lead Generation: Prospect research, cold calling, email outreach, lead qualification, and appointment setting to support your sales pipeline.

We tailor each service to your specific needs, with scalable teams and dedicated support to ensure quality and results.

Each client is assigned a dedicated or shared team lead who oversees performance, provides regular updates, and acts as your point of contact. They ensure your expectations and KPIs are met consistently. 

We provide 24/7 support, 365 days a year. You can choose the level of coverage that suits your business needs—business hours, extended hours, or round-the-clock support. Contact us to get your customised quote.

We follow strict data protection protocols including NDAs, secure access controls, encrypted communication, VPNs, and compliance with standards like GDPR. Regular audits and agent training ensure continued security.

We typically need product documentation, FAQs, internal training guides, recorded support sessions (if available), and access to your support tools. If you don’t have these ready, we can help create them.

Our recruitment process includes skills assessments, background checks, and interviews to ensure candidates meet your language, technical, and cultural fit requirements. Only the most qualified candidates make it through.

For smaller teams, we can onboard in as little as 1 week. Larger or highly specialised teams may take 2–4 weeks. We provide clear timelines and regular updates throughout the process.

Yes, we offer shared agents designed for businesses with lighter support volumes. Our shared agents handle enquiries for a few carefully selected accounts, so you only pay for the support you actually need. 

Absolutely! If you'd prefer to be involved in the interview process, our Advanced Plan is a great fit. We'll present you with a carefully pre-vetted pool of candidates, so you can choose the right team members for your business. Learn more about our plans here.