Nearshore Staff Augmentation for Customer Support
— Powered by People + AI
Extend your customer support team with a flexible, hybrid solution that combines experienced human agents and intelligent automation. Our AI-enhanced staff augmentation model plugs directly into your workflows, delivering faster response times, lower costs, and scalable service without a full CX overhaul.
Guided by an embedded program lead, the solution ensures seamless platform alignment, workflow optimization, and measurable impact from day one.
Build and Launch Your AI Customer Experience
Ready to unlock the true potential of AI in customer support? Our solution empowers your team to launch AI-driven CX in weeks, not months. With trained virtual agents, AI-assisted workflows, and seamless deployment, you’ll accelerate response times, cut costs, and boost agent performance from day one.
Key Benefits
Trained, Embedded CX Agent
AI-Assisted Workflows
No Backend Disruption
Rapid Rollout & Expansion
Lower Cost per Ticket
Business Impact
Trained, Embedded CX Agent
Speeds up resolution time
Quick to deploy, no IT hassle
Start small, grow as needed
Faster replies meet SLA goals
Boost output—no extra hiring
Intelligent AI Supporting Your Team
How It Works
Scale Fast with Expert Talent via Flexible Staff Augmentation
Pilot
Low-risk POC using your real data.
Quickly validate impact with a focused pilot. We plug into your existing workflows, using your data to prove value — no long-term commitment required.
Expand
Co -developed solution via forward-deployed team.
Once the pilot shows traction, we expand together. Our team works hands-on with yours to customize features, integrate deeper, and optimize outcomes.
Scale
Enterprise rollout with long-term ROI.
With proven results and clear ROI, we scale across teams and regions — delivering durable, measurable impact at enterprise level.
Powerful CX Innovation — Without the Need for a Full-Scale Transformation
Enhance your CX with a stack that fits your existing systems — no heavy lifting.
Augment your team with our Integrated Service Stack — a flexible, AI-powered support solution that slots directly into your operations. No need for a full CX overhaul. We provide trained talent, smart tools, and seamless integration to strengthen your customer support instantly and scale as you grow.
Human Talent
L1–L2 blended team with escalation structure, multilingual coverage, live support.
AI Enablement
Chatbots, auto-triage, intent detection, knowledge assist, AI reply suggestions.
Ops Process
SOPs, macros, shift planning, SLA logic, proactive workflows.
Analytics & CX
Dashboards (CSAT, SLA, NPS), QA/coaching loop, deflection tracking.
Platform Integration
Zendesk/Freshdesk setup + CRM sync (Salesforce/HubSpot) + reporting tools.
Turn every agent into a brand ambassador
Behind-the-Scenes AI That Delivers Faster Resolutions & Happier Customers
Exceed Customer Expectations
Trusted by Leading Clients—Costa Rica-Based for Quality,
Compliance, and Sustainable Value.
AI That Works Behind the Scenes
- Smart Routing: Prioritizes tickets by topic, urgency, and sentiment
- Bot Deflection: Handles up to 30% of simple tickets automatically
- Agent Assist: Suggests responses, links knowledge base content instantly
- CX Dashboards: Sur faces insights, inefficiencies, and coaching opportunities
What AI Means for Clients
- Fewer tickets handled manually = reduced agent workload and lower cost per ticket
- Faster resolution = Improved FRT, SLA compliance & CSA
- Actionable insights = better decision-making through real-time CX analytic
- Scalable architecture = add new agents or channels easily as you grow
What we do
Scale Fast with Expert Talent via Flexible Staff Augmentation
Software Development
QA Testing
Data Engineering
DevOps
Design
AI-driven Call Centers
Help Desk Support
Ready to scale smarter? Let’s build your dream team today.
Why Excel Nearshore for Call Center Staffing
Excel Nearshore provides bilingual (English/Spanish) call center agents based in Costa Rica to support financial institutions with reliable, time-zone-aligned talent. We offer flexible staff augmentation services—with optional managed service capabilities—to scale your support team quickly and securely.
As your trusted staff augmentation partner, Excel Nearshore delivers trained CX teams, embedded leadership, and automation that work from day one. No long onboarding. No tech rebuilds. Just people + AI, working as an extension of your team.
Scale your support team instantly — we bring the people
Let us show you what we can do
The goal is to guide users through a sales funnel — either with a lead form or by sending them to a central landing page.
Step 1
Let us know what you need help with.
Step 2
We’ll have a call to discuss your needs and our expertise.
Step 3
Have us build a team to achieve your goals.