No — we focus exclusively on chat-based and written communication channels such as WhatsApp, Airbnb messaging, email, and web chat. This allows us to ensure a consistently high level of quality, quick response times, and eliminates concerns about accent or language comprehension.

Indonesia is an emerging BPO destination, similar to where the Philippines was 15 years ago. The country has a large, young, educated workforce with excellent English skills and a naturally warm, service-oriented personality. Indonesians are known for emotional intelligence and patience — qualities that make them exceptional in hospitality and customer support. In addition, CustomerFirst Indonesia operates under European management, ensuring global standards of quality and communication.

Yes — global businesses are now exploring new BPO destinations due to rising costs in traditional hubs like the Philippines and India. Indonesia offers a large, untapped talent pool, competitive pricing, and the advantage of time zone proximity to Asia-Pacific regions like Singapore and Australia.

We maintain industry-standard Service Level Agreements (SLA):

• Within 1 minute for live chat messages
• Within 5 minutes for WhatsApp and Airbnb inquiries
• Within 15 minutes for emails or offline requests

Our goal is to ensure that no customer or guest feels unattended, regardless of time zone.

An SLA defines measurable service targets — such as response time, resolution time, and communication quality. It helps our clients understand exactly what level of performance they can expect, and helps us track our consistency and reliability.

Once the contract is signed, onboarding typically takes 5–10 business days. This includes understanding your brand tone, setting up communication channels, and training dedicated agents on your workflows.

We invest in training our team as part of long-term partnerships. For large-scale or customized projects, specific onboarding or setup fees may apply — but most clients appreciate that our internal training significantly shortens the go-live time and reduces early-stage errors.

Our internal standby pool system allows us to quickly reassign trained agents to other projects. However, we encourage clear mutual commitment — especially after onboarding — to ensure continuity and efficiency for both sides.

Our HR team carefully selects candidates with strong English skills, previous hospitality experience, and proven customer communication abilities.

Training includes:

• English proficiency and tone calibration
• Chat and help desk software use
• AI-assisted tools (ChatGPT-based prompt systems)
• Cross-cultural communication
• Brand-specific roleplay and simulation testing

We also maintain a standby (on-bench) team, ready to step in for new clients at any time.

Every operator is required to have:

• Reliable computer or laptop (minimum i5 processor, 8GB RAM)
• Noise-canceling headset
• Stable internet connection (min. 20 Mbps)
• Backup power supply (UPS)
• Calm, distraction-free workspace

We provide additional hardware or stipends if needed to ensure uninterrupted performance.

We provide all team members with UPS devices and establish redundancy in both internet and power supply. If one agent goes offline, backup staff from the standby pool immediately take over their queue.

We operate 24/7, including weekends and holidays. Our system ensures continuous coverage across multiple shifts, with special focus on night-shift readiness for clients in the U.S. and Europe.

We use a combination of:

• Continuous English proficiency monitoring
• AI-assisted grammar and tone correction tools
• QA reviews by European supervisors
• Ongoing hospitality-style service training

Every message goes through both human and AI-assisted quality layers to maintain consistency.

Yes — for clients with low message volume, we can provide a shared operator model, where one trained agent manages multiple small accounts with separate dashboards and tools. This makes professional 24/7 service affordable even for small businesses or Airbnb hosts.

We work with hotels, travel companies, property managers, e-commerce brands, and startups that value empathy, fast response, and reliable communication. Many of our clients come from the U.S., Europe, Australia, and Singapore.

Our agents use ChatGPT-assisted workflows that help them respond faster, stay on-brand, and maintain tone consistency. AI also helps with summarizing messages, managing FAQs, and monitoring sentiment — without replacing the human warmth that defines our service.

Since we don’t handle voice calls, accent is not an issue. Our communication happens entirely through text — where grammar, tone, and empathy matter more than pronunciation.

We bring together three worlds:

• The warmth and friendliness of Bali
• The efficiency and structure of European management
• The innovation of AI-driven tools

It’s a unique blend that creates a truly human, reliable, and scalable support solution.