Call Centre Outsourcing | Customer Service Teams from Türkiye

Last updated: November 11, 2026

Call centre outsourcing lets you run customer service with defined service levels without building your own team, telephony platform and operations management. 360 Soft sets up the agent team across phone, WhatsApp, email, live chat and social media, together with AI-assisted first response and CRM and telephony integration. Technology and operations come from one provider; you follow customer experience and the service level reports.

This page explains the scope of call centre and customer service outsourcing, inbound and outbound services, the omnichannel set-up, team roles, the transition process, the KPIs we measure (FCR, AHT, service level, CSAT and others), pricing factors, data protection and call recording obligations, and a checklist for choosing the right provider.

What call centre outsourcing is and who it suits

Call centre outsourcing means handing all or part of your customer communication to a specialist service provider. The provider recruits and trains the agents, plans shifts, supervises quality and reports against agreed KPIs, while you keep ownership of your customers, your data, your policies and your brand voice. It suits companies that:

are growing faster than they can recruit and train agents;
face seasonal or campaign peaks, for example in e-commerce, travel or subscription businesses;
need evening, weekend or 24/7 coverage without running night shifts themselves;
want to add channels such as WhatsApp or live chat without a separate project for each;
need multilingual support for customers in Türkiye, Europe and the Middle East;
want a second site for business continuity next to an existing in-house team.

Service scope

Inbound services

Customer service lines: order status, account questions, complaints, returns and refunds.
Technical support at first level (L1), with documented escalation to your L2 or product team.
Reservations, appointments and booking changes.
Help desk for dealers, franchisees or field staff.
Overflow and out-of-hours coverage for your in-house team.

Outbound services

Welcome calls, onboarding and activation calls.
Satisfaction surveys and NPS follow-up.
Payment reminders and soft collections within the rules you define.
Retention and win-back calls, renewal reminders.
Appointment confirmations and no-show reduction.

Outbound sales and lead generation are covered on our sales and telesales outsourcing page.

Back office and support tasks

Agents can also handle the work behind the conversation: ticket updates, order corrections, return approvals, refund preparation, address changes and data quality checks in your CRM. Larger document and data workloads fit better in a dedicated back office and data entry team.

Omnichannel customer service

Customers expect to reach you on the channel they prefer and not to repeat themselves. We set up a single queue and a shared customer history across channels.

Channel	Typical use	What to watch
Phone	Urgent, complex or emotionally charged requests	Waiting time, IVR design, call recording and privacy notice
WhatsApp Business	Order tracking, appointments, quick questions, documents and photos	Official WhatsApp Business Platform, approved message templates, the 24-hour messaging window
Live chat	Pre-purchase questions and on-site guidance	Concurrent chats per agent, canned-response library
Email	Requests that need documents and are not urgent	Response-time target, templates and consistent tone
Social media	Public complaints, brand reputation, direct messages	Fast reaction, escalation rules, crisis communication
Chatbot / AI	FAQs, first response, routing	Seamless handover to a human agent

AI and automation

AI handles repetitive first contact: identifying intent, answering frequent questions, collecting order numbers and routing the case. Agents receive suggested answers and call summaries, and quality teams use speech and text analytics to review far more conversations than manual sampling allows. AI does not replace agents for complaints, exceptions and sensitive cases; it gives them more time for those.

CRM and telephony integration

We can work in your CRM and ticketing system (for example Salesforce, HubSpot, Zendesk, Freshdesk or Microsoft Dynamics) and your cloud contact centre platform, or provide the telephony layer. Screen pop, click-to-call, automatic ticket creation and call recording links keep every interaction traceable.

Multilingual support

Istanbul gives access to agents who speak Turkish, English, Arabic, German, Russian and other languages. Each language queue gets its own staffing plan, and quality is reviewed by supervisors who speak the language. Availability of rarer languages is confirmed during scoping.

Team roles

Role	Typical responsibilities
Customer service agent	Handles inbound and outbound interactions, logs cases, follows scripts and knowledge base
Team leader	Daily coaching, escalations, adherence, first-line performance management
Quality analyst	Call and ticket scoring, calibration with your team, feedback loops
Workforce planner	Forecasting, shift planning, real-time queue management
Trainer	Onboarding, product updates, refresher training
Operations or account manager	SLA ownership, reporting, monthly reviews with you

Delivery models

Remote from Türkiye: the team works from our Istanbul operation or from controlled home-working set-ups.
On-site: agents work at your location in Türkiye with your equipment.
Hybrid: for example a core team on-site and overflow or night shifts remote.

Shifts can run 7/24, including weekends and public holidays, when the service requires it.

Set-up process

Discovery: channels, volumes by hour, current KPIs, systems, scripts and pain points.
Design: team size, shift model, routing, escalation matrix and KPI targets.
Recruitment and training: product training, systems training, role-plays and certification before go-live.
Pilot: a limited queue or time window, with daily reviews.
Go-live and hypercare: full volume with intensive monitoring for the first weeks.
Continuous improvement: monthly reviews, knowledge base updates, automation opportunities.

A typical start takes 1–2 weeks for small teams; larger multi-channel programmes are planned in phases.

Agent fit and replacement process

If an agent does not meet the agreed standard, we coach first and replace when needed. Replacement is part of the service, so your service level does not depend on one person.

Service levels and KPIs we measure

KPI	What it shows
Service level (SL)	Share of contacts answered within the target time, for example 80/20
Average speed of answer (ASA)	How long customers wait
Abandonment rate	Share of callers who hang up before reaching an agent
First contact resolution (FCR)	Share of requests resolved without a follow-up contact
Average handle time (AHT)	Talk, hold and after-call work per contact
CSAT / NPS	Customer satisfaction and loyalty after the interaction
Quality score	Result of quality evaluations against your scorecard
Schedule adherence	Whether agents are available when the plan needs them

Targets are agreed per channel during design, not copied from a generic template.

Reporting

You receive real-time dashboards, daily and weekly operational reports and a monthly management review with trends, root causes and an action plan.

How pricing is determined

We do not publish prices because cost depends on the set-up. The main factors are:

Factor	Effect on cost
Pricing model	Per agent (FTE), per hour, per contact or per resolved case
Service hours	Business hours versus evenings, weekends and 7/24
Languages	Turkish and English versus rarer languages
Complexity	Simple FAQs versus technical support or regulated products
Channels and tools	Who provides telephony, CRM and AI licences
Location	Remote from Türkiye, on-site or hybrid

Call Centre and Customer Service Outsourcing — overview

In-house, freelancers or outsourcing

Criterion	In-house call centre	Freelancers	Outsourcing
Set-up time	Months	Fast, but fragmented	Typically 1–2 weeks to start
Scaling up or down	Slow	Unpredictable	Planned within the contract
Quality management	Your own effort	Hard to control	Team leaders, QA and KPI reporting included
Continuity	Depends on your HR	Low	Replacement process included
Fixed cost	High	Low	Variable, tied to scope

Checklist before you hand over

Volumes by channel and hour for at least the last few months.
Current scripts, knowledge base articles and escalation rules.
System access concept: roles, permissions and what agents may not see.
KPI targets and how they are measured today.
Privacy notices and call recording announcements.
Who approves refunds, credits or exceptions.

Data protection, call recording and information security

Call recordings and customer data are personal data. We work as your processor under a data processing agreement and apply role-based access, masking of payment data, controlled devices and audit logs. In Türkiye, KVKK (Law No. 6698) applies to processing by the team; for EU and UK customers we sign a GDPR data processing agreement with Standard Contractual Clauses (and the UK IDTA where relevant). Recording announcements and retention periods follow your instructions and the rules that apply to you. Local rules in your customers’ country also apply.

Contract framework

The service is delivered under a B2B service agreement with a defined scope, SLAs and reporting. It includes an NDA, assignment of any work results and intellectual property to you, and the data processing terms above. The agents are employed by 360 Soft under Turkish labour law, so you do not take on employer obligations for them in Türkiye.

Checklist for choosing a call centre outsourcing provider

Can they show how they forecast and staff by hour, not just by headcount?
Do they calibrate quality scoring together with your team?
Who owns the telephony and CRM data, and how is it returned at the end?
How are agents replaced, and how fast?
Is reporting real-time and transparent, including abandoned contacts?
Are data protection and security documented in the contract?

Why 360 Soft

One provider for agents, AI-assisted first response and system integration.
Teams from 1 to 200+ people, remote, on-site or hybrid.
7/24 shifts possible, with a documented replacement process.
Typical start in 1–2 weeks.
Based in Istanbul, with access to multilingual talent.

Illustrative scenario: handing over e-commerce customer service

Illustrative scenario: an online retailer with a small in-house team struggles with evening and weekend contacts and campaign peaks. A blended team is set up to cover WhatsApp, live chat and email in the evenings and at weekends, while the in-house team keeps complex complaints. An AI layer answers order-status questions and hands everything else to agents with the order already identified. The retailer tracks service level, FCR and CSAT in a weekly report and adjusts staffing before each campaign. This is an example of how a set-up can look, not a reported client result.

Frequently asked questions

What is call centre outsourcing?

It means a specialist provider runs all or part of your customer communication, including agents, shift planning, quality and reporting, under agreed service levels, while you keep ownership of customers, data and policies.

Which channels do you cover?

Phone, WhatsApp Business, live chat, email, social media and chatbot or AI first response. Channels can be combined in one queue with a shared customer history.

Do you provide evening, weekend and 24/7 service?

Yes. Shifts can be planned 7/24, including weekends and public holidays, or only for the hours you want to hand over.

Can you work in our own CRM and telephony system?

Yes. We can work in your CRM, ticketing and cloud contact centre tools with role-based access, or provide the telephony layer ourselves.

Is support in foreign languages possible?

Yes. Turkish, English, Arabic, German, Russian and other languages are possible. Availability of rarer languages is confirmed during scoping.

How long does the set-up take?

Small teams typically start in 1 to 2 weeks. Larger multi-channel programmes are rolled out in phases, usually starting with a pilot.

How is the price determined?

By the pricing model (per agent, per hour or per contact), service hours, languages, complexity, channels and tools, and the delivery model. We provide a quote after scoping.

Will AI replace the agents?

No. AI handles repetitive first contact and supports agents with suggestions and summaries. Complaints, exceptions and sensitive cases stay with trained people.

What happens if an agent underperforms?

The team leader coaches first. If the standard is still not met, the agent is replaced as part of the service.

How is data protection handled?

We act as your processor under a data processing agreement. KVKK applies in Türkiye, and for EU and UK customers we sign a GDPR DPA with Standard Contractual Clauses or the UK IDTA.

Can we hand over only one channel or only out-of-hours?

Yes. Many clients start with one channel, overflow or out-of-hours coverage and extend the scope later.

Talk to us about your customer service

Tell us what you want to hand over, which channels or systems are involved, the volumes and the service hours you need. We will come back with a proposed team structure, a transition plan and the KPIs we suggest measuring. Call or WhatsApp us on +90 850 335 10 87, email info@360-soft.com or use the contact page.

360 Soft Marketing Yazılım ve Danışmanlık Ltd. Şti., Nidakule Ataşehir Batı, Barbaros Mah. Begonya Sk. No:1 D:2, 34746 Ataşehir/İstanbul.

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