Enterprise Customer Support
CSCentric delivers fully managed customer support — phone, tickets, chargebacks, and platform monitoring — with SLA-backed commitments and measurable outcomes.
What we do
From inbound calls to chargeback fights and platform reviews — we handle the entire customer support lifecycle so your team can focus on the product.
7-day-a-week live agent coverage from 8 AM – 4 PM PST. First-call troubleshooting, order support, account inquiries, and intelligent escalation routing.
Complete lifecycle management — claim review, representment documentation, payment processor communication, and rigorous recordkeeping to protect your revenue.
End-to-end ticket ownership: triage, diagnosis, resolution, and closure. We work in your existing system with cost-efficient handling from automated flows through live agent resolution.
Brand monitoring and professional responses across Reddit, App Store, Google Play, in-product dashboards, and other agreed channels.
Continuous review of deployed agents, creation of automated flows, drafting of operating procedures, and integration of client feedback to drive efficiency gains.
Support system onboarding, process design, policy development, and custom integrations. We set you up right from day one and keep improving from there.
How it works
We get operational fast. Here's what the engagement looks like from kickoff through steady-state delivery.
We align on services, access credentials, system integrations, and communication channels before day one.
Agents are trained, queues are configured, phone lines are live, and monitoring starts immediately.
Weekly reports are delivered every Monday by 12 PM PST covering all SLA metrics and service lines.
Monthly business reviews, continuous automation improvements, and scaling as your volume grows.
SLA commitments
Every engagement is governed by binding SLAs with defined remedies — including service credits and termination rights — if we fall short.
| Metric | Target | Measurement |
|---|---|---|
| First response time — general | < 6 hours | Median across all general tickets per period |
| Median response time — general | < 6 hours | Median response time across all general tickets |
| Median response time — VIP | < 10 minutes | Median response for tickets flagged VIP |
| Median time to close — all tickets | < 12 hours | Median time from open to close |
| Cost per closed ticket — automated resolution | from $0.45 | Tickets resolved via automated flows |
| Cost per closed ticket — live agent resolution | ≤ $1.20 | Tickets requiring live agent handling; total weekly cost ÷ tickets closed |
| Metric | Target | Measurement |
|---|---|---|
| Cost per chargeback response | < $3.00 | Total weekly chargeback cost ÷ responses filed |
| Response submission turnaround | Within processor deadline | 100% of chargebacks responded to within network deadline |
| Metric | Target | Measurement |
|---|---|---|
| Coverage uptime (monthly) | ≥ 99% | Actual staffed hours ÷ scheduled hours per week |
| Average call return speed | < 6 hours | Time from message, excluding non-staffed hours |
| Abandonment rate | < 5% | Calls abandoned ÷ total inbound calls per week |
| Occurrence | Remedy |
|---|---|
| First occurrence | Written notice + documented remediation plan within 5 business days |
| Second consecutive | Service credit of 5% of that period's invoiced amount for the affected service line |
| Third consecutive or material breach | Client may elect to terminate the affected service line or full SOW with 10 days' notice, without penalty |
Why CSCentric
Most support vendors charge by the seat and hand you reports. We charge by outcomes, commit to hard SLAs, and improve the systems we run.
Every metric is contractually binding with defined service credits and termination rights — not just aspirational targets.
Hard limits on cost per ticket and per chargeback response mean you're never surprised by volume spikes hitting your invoice.
Full performance reports delivered by 12 PM PST each Monday, with monthly business reviews to align on priorities.
Our management layer actively builds automations and improves operating procedures — not just managing headcount.
Get in touch
Let's talk about your support volume, current pain points, and how CSCentric can take it off your plate — with full accountability.
5900 Balcones Drive, Suite 100
Austin, TX 78731
hello@cscentric.com
(512) 555-0190