- Years answering calls
- 30+
- Live agents, every call
- 24/7/365
- English & Spanish agents
- EN · ES
- Plans start at
- $33
Help desk outsourcing
Help desk outsourcing that keeps your users moving, day and night
Help desk outsourcing puts a live, trained person on your support line whenever your customers or employees need help. Southern Voices agents answer your help desk calls in your name, follow your troubleshooting steps and knowledge base, log every request, and escalate what needs your technicians.
Your in-house team stops losing hours to repeat questions and after-hours calls, and your users stop waiting on voicemail. We answer 24 hours a day, 365 days a year, in English and Spanish. Southern Voices is a US company headquartered in Winston-Salem, North Carolina. Our agents work from our office and remotely, and every call runs through our US-hosted systems.
What we handle
First-line support calls, handled your way
Agents work from your scripts and knowledge base. Anything beyond them goes to your team with full details.
Ticket logging
Every request logged with the caller, the issue, the steps tried and the urgency.
Scripted troubleshooting
Common issues walked through step by step, using the instructions you provide.
How-to questions
Product, account and process questions answered from your knowledge base.
Urgent escalations
Outages and urgent problems routed to your on-call technician by your escalation tree.
Access requests
Login, access and account requests documented and passed to the right person.
Employee and customer lines
Internal help desks for your staff, or support lines for your customers.
Who it’s for
Help desk support for teams that can’t staff the phones around the clock
Healthcare organizations
Staff and patient support lines for groups and networks.
Software and service companies
Customer support lines that need a live answer, not just a contact form.
Multi-location organizations
One help desk number for every office, store or property.
HR and operations teams
Employee questions and requests handled consistently.
How support calls are handled
What happens when a user calls your help desk
- Resolved Solved on the call How-to questions and common issues handled from your knowledge base
- Ticket Ticket logged Full details entered in your ticketing system or sent to your team
- Urgent Your on-call technician, reached now Your escalation tree, step by step, until someone takes it
Systems and security
Works with your ticketing system and your rules
Our agents can log tickets directly in your help desk software when you give them access. If your platform has an API, we can build an integration so call details create tickets automatically.
When agents need direct access to your systems, we staff your account with US-only agents, and any client can request the same. Pricing may change.
- Your knowledge base, your steps, your escalation rules
- Live agents 24/7/365, so overnight issues are logged and escalated
- English and Spanish support with live agents
- Dedicated agents for help desks that need deeper product knowledge
- Complete records of every call for your team
Getting started
How it works
- Share your knowledge baseCommon issues, troubleshooting steps, escalation rules and who to call for what.
- Connect your toolsAgent access to your ticketing system, or an API integration where available.
- Train and go liveAgents learn your products and processes before taking calls.
- Improve over timeAdd new issues and steps to the playbook as your products change.
Pricing
What help desk outsourcing costs
Pricing depends on call volume, call length and how much troubleshooting each call involves. Plans start at $33, and larger organizations get volume discounts.
See pricing for details, or ask us for a quote.
Plans start at
$33
Your plan is built around your call volume, and larger organizations get volume discounts.
Questions
Help desk outsourcing FAQs
Don’t see your question? Call and ask a live agent, any time.
What does an outsourced help desk do?
It answers your support line live, logs every request, solves common issues by following your steps, and escalates the rest to your technicians with complete details.
Can your agents use our ticketing system?
Yes, when you give them access. If your platform has an API, we can build an integration so the details land in your system automatically. Our agents can also work directly inside your software when you give them access.
Do you offer after-hours help desk coverage?
Yes. Agents answer 24/7/365. You can use us around the clock, after hours only, or for overflow when your own team is busy.
What happens with an outage or urgent issue?
The agent follows your escalation tree and keeps calling down your list until someone takes the issue, then logs what happened.
How much does help desk outsourcing cost?
Plans start at $33 and scale with volume and complexity, with volume discounts for larger programs. See our pricing page.
Keep reading
More on support calls
Overflow call handling
Keep your support line answered during spikes.
Why real calls break AI speech tools
Why a live person still handles support calls best.
Tailored communication workflows
Custom routing and scripts for every call type.
Back to all call center services, or see healthcare, small business and our IT services answering service.