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Support that answers in the client’s language, in seconds.
A missed ticket is a withdrawn client. ForexOutsource runs your customer support as a managed omnichannel operation — live chat, email, phone and social — staffed by native or near-native agents across 30+ languages, on a tiered SLA with QA scoring and CSAT tracking. Your brand, your tone, our trained team, working inside your CRM.
Four channels, one ticket, one history
A client who starts on chat and switches to email shouldn’t repeat themselves. Every channel funnels into one ticket with one history, one owner and one SLA clock — so context never breaks when the medium does.
Live Chat
Real-time chat on web, in-app and PWA, with proactive triggers on deposit, margin-call and failed-login events.
- Native-language agents per geo
- Macro library + AI-assist drafts
- Proactive outreach on risk events
- Transcript attached to ticket
Structured inbox triage with auto-categorisation, SLA timers and templated-but-personalised replies in the client’s language.
- Auto-routing by topic & priority
- SLA countdown per tier
- Canned responses, localised
- Escalation on breach
Phone
Inbound and outbound voice support with call recording, CRM screen-pop and warm transfer to dealing or compliance when needed.
- Local numbers per market
- Screen-pop with client 360
- Recorded + transcribed
- Warm transfer, no repeat
Social Media
Monitoring and response across X, Telegram, WhatsApp, Facebook, Instagram and LinkedIn — including public-complaint containment.
- Brand + keyword listening
- Public-complaint playbook
- DM-to-ticket conversion
- Escalation to comms on risk
The SLA board we’re measured on
| Channel / tier | First response | Resolution | Status |
|---|---|---|---|
| Live chat — all tiers | < 60 s | < 15 min | MET |
| Email — Tier 1 (general) | < 2 h | < 8 h | MET |
| Email — Tier 2 (money) | < 1 h | < 4 h | MET |
| Phone — inbound | < 3 rings | live | MET |
| Social — public complaint | < 15 min | < 2 h | WATCH |
| VIP / high-value client | < 30 s | priority queue | MET |
Escalation ladder — four tiers, clocked end to end
Most tickets close at L0–L1. The ones that don’t move up a defined ladder with time budgets, so nothing sits unresolved and nothing reaches your principals unfiltered.
Frontline agent
Macro + knowledge-base resolution. Covers ~70% of volume without touching a specialist.
Senior / team lead
Money movements, KYC nuances, platform faults. Authority to approve refunds within policy.
Specialist pod
Dealing desk, compliance, payments or engineering — warm-transferred with full context, never re-explained.
Your principals
Regulatory, legal, high-value or reputational. Only what genuinely needs you reaches you — pre-briefed.
30+ languages, mapped to your client geography
Coverage isn’t a list — it’s rostering. During discovery we map your depositor geography and staff the shifts so a Brazilian depositor gets Portuguese, a Japanese trader gets Japanese, and an Arabic speaker gets a dialect-matched agent.
Every agent trained on your product, every interaction scored
Outsourced support fails when the vendor doesn’t know the product. ForexOutsource agents are trained on your platform, your SOPs and your tone before they take a ticket — then a sampled percentage of every interaction is QA-scored against a rubric you help define. Coaching is continuous, not annual.
- Product certification before first live ticket
- Tone-of-voice and compliance-script training
- Sampled QA scoring against a shared rubric
- Weekly coaching + monthly calibration sessions
- CSAT and resolution-quality tracked per agent
- Shadowing and barge-in for live coaching
QA scorecard · sample week
12% of interactions scored · rubric co-defined with you
Reporting — live dashboard plus monthly pack
Real-time queue, SLA clock, CSAT and agent status — you can watch the desk as it happens, 24/7.
Volume by channel & language, SLA attainment, CSAT trend, top contact reasons, QA scores and coaching actions.
Why clients call — the top reasons fed back to product, payments and compliance so the cause is fixed, not just the ticket.
Support sits inside the ForexOutsource operation
A support agent who can’t see the client’s positions, deposits and KYC status is a messenger, not a resolver. Our desk works inside your CRM and platform, with warm escalation into dealing, compliance and payments.
Customer support, answered plainly
Which channels do you cover?
All four you’d expect, as one omnichannel desk: live chat (web, in-app, PWA), email, phone (inbound + outbound, local numbers per market) and social (X, Telegram, WhatsApp, Facebook, Instagram, LinkedIn). Every channel funnels into one ticket with one history and one SLA clock, so a client who switches medium never repeats themselves.
What languages and hours?
30+ languages, staffed by native or near-native agents and rostered to your client geography — coverage is mapped during discovery, not assumed. Hours are 24/7/365 across shifts, with peak coverage aligned to your session times (Asian open, London, New York).
What are your response SLAs?
Contractual and tiered: live chat < 60 s first response, email < 2 h (Tier 1) / < 1 h (Tier 2 money), phone < 3 rings, social acknowledgement < 15 min, VIP < 30 s. Resolution targets scale by tier too. The SLA board above reflects what we’re measured and reported on monthly.
Do agents know my platform and products?
Yes — that’s the difference between a resolver and a messenger. Agents are product-certified on your platform (MT5, cTrader, DXtrade, TradeLocker, MatchTrader or PriximTrader) and your SOPs before taking a live ticket, and they work inside your CRM with client 360 visibility. Tone-of-voice and compliance scripts are trained too.
How do you handle escalation?
A four-tier ladder (L0 frontline → L1 senior → L2 specialist pod → L3 your principals), each with a time budget. Money, KYC, dealing and engineering issues warm-transfer with full context so the client never re-explains. Only what genuinely needs you reaches you, pre-briefed.
How is quality assured?
A sampled percentage of every interaction is QA-scored against a rubric you co-define — accuracy, compliance adherence, tone, first-contact resolution, correct escalation, documentation. Weekly coaching and monthly calibration keep scores improving, and CSAT is tracked per agent. The scorecard above is a real sample week.
Can you handle public complaints and reputation risk?
Yes — social monitoring includes a public-complaint playbook with acknowledgement < 15 min, containment, and DM-to-ticket conversion. Anything with reputational or regulatory risk escalates to your comms/principals immediately, not through the normal queue.
What reporting do I get?
A live dashboard (queue, SLA clock, CSAT, agent status) you can watch 24/7, plus a monthly pack covering volume by channel and language, SLA attainment, CSAT trend, top contact reasons, QA scores and coaching actions. Contact-reason analytics feed back to product and payments so causes get fixed, not just tickets.
Is this your team or subcontracted?
ForexOutsource is Prixim Global’s in-house operations and support division — trained, supervised, SLA-bound teams, not a subcontracted call centre. That’s why escalation into our dealing, KYC and compliance pods is seamless: same division, same standards.
How do I start?
Discovery maps your volumes, languages, channels and pain points; we certify agents on your product; a shadow run proves the SLA before cutover. Most desks are live in 2–3 weeks. Pricing is per channel/volume band, monthly, scalable — you get a line-item proposal after discovery.
Get a free support-coverage plan and SLA proposal
Book a 30-minute discovery with a ForexOutsource support lead. We’ll map your channels, languages, volumes and pain points, recommend a roster and SLA, and return a written coverage plan with team, tooling and cost — free.
- Free channel & language coverage map
- Roster plan aligned to your sessions
- Tiered SLA draft + escalation ladder
- QA rubric co-defined with you
- Line-item cost model — no obligation
Request your coverage plan
Average reply time: under one business hour.