Agents who answer as your team.
PulseBridge recruits, trains and manages full-time support, sales and back-office agents for companies in the US, UK and Australia. They work your hours, in your tools, under your name.
What we run
Six functions we staff and manage. Most clients start with one and add a second desk once the first is calibrated.
| Desk | What the agents do | Typical stack |
|---|---|---|
| Customer support | Inbound calls, email and live chat. Order status, refunds, account changes, tier-1 triage and clean escalation to your team. | Zendesk · Freshdesk · Intercom · Gorgias |
| Sales and lead gen | Outbound calling, appointment setting, quote follow-up, renewal chasing and keeping the pipeline honest in your CRM. | HubSpot · Salesforce · Pipedrive · Close |
| Technical helpdesk | L1 troubleshooting against your runbook, account and billing issues, ticket triage, and handover notes engineers can actually use. | Jira Service Management · Zoho Desk · Front |
| Back office | Order processing, data entry, claims handling, invoice matching, catalogue and listing work — the queue that never makes it to the roadmap. | Your ERP · NetSuite · Google Workspace |
| Finance and admin | Receivables follow-up, reconciliation, vendor chasing, scheduling and inbox management for founders and country managers. | QuickBooks · Xero · Bill |
| Quality and workforce | Call scoring, calibration sessions, rostering, shift cover and hiring ahead of attrition so the desk stays staffed. | Run in-house by our ops team |
From first call to a running desk
Five stages. You are in the room for the first two, and you hold the veto on stage 2 for the life of the account.
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1.0 Scope
We write the role down.
One call, then a written role profile: contact volumes, coverage window, tools, escalation rules and what a good call actually sounds like on your account.
You get the profile and the quote before anything is signed.
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2.0 Recruit
You interview the shortlist.
We source and screen against that profile — English on live scenarios, not a paper test. You get recordings and CVs, you run the final interview, and nobody joins your account without your yes.
Replacements go through the same gate. No quiet substitutions.
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3.0 Train
Your SOPs, before your customers.
Classroom on your product and policies, then nesting on recorded and mock contacts until scores hold. Your trainer joins the calibration if you want one.
Training weeks are not billed as production hours.
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4.0 Launch
Small pod, named lead, daily numbers.
The desk opens with a pod you can watch closely and a team lead you can call by name. Weekly calibration for the first month, then a rhythm we agree on.
Every contact is logged and recorded from day one.
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5.0 Run
Staffing is our problem.
QA on sampled contacts, monthly review against the targets in the profile, and hiring that runs ahead of attrition — so a resignation costs you a handover, not a shift.
Scale the pod up or down at the agreed notice period.
How we are different from a call centre that rents you seats
Four commitments we will put in the contract, not just on the website.
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You approve every hire.
Including replacements. We do not staff your account from a floating pool.
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One lead per desk.
A named person who knows your escalation rules — not a shared operations inbox.
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We do not bill ramp-up as production.
Training and nesting weeks are ours to carry. You pay for a desk that answers.
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Your data stays yours.
Agents work inside your systems. NDA and a data-processing agreement are signed before the first CV reaches you.
Where our agents already speak the language
Sector knowledge shortens training. These are the queues we have hired and scripted for.
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E-commerce and retail
Where is my order, returns, refunds, marketplace messages and peak-season cover.
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SaaS and technology
Onboarding, tier-1 tickets, trial follow-up and churn calls that get an honest reason.
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Logistics and freight
Track and trace, dispatch coordination, carrier chasing and proof-of-delivery clean-up.
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Healthcare administration
Appointment setting, eligibility checks, records requests and claim follow-up.
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Financial services
Application follow-up, document collection, KYC chasing and collections diary work.
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Travel and hospitality
Bookings, changes and cancellations across time zones, plus after-hours cover.
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Real estate
Lead qualification, viewing coordination, tenancy paperwork and maintenance triage.
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Utilities and telecom
Billing queries, meter and service scheduling, retention calls and complaint handling.
Questions buyers actually ask
What does an agent cost?
Per seat, per month. The rate depends on the shift, the language and how technical the work is — a chat-only support seat and an L2 helpdesk seat on US nights are not the same job. Tell us the coverage window and we will send a written quote after the scoping call.
How small can we start?
We staff by the shift, not by the hour. Give us the hours you need covered and the volume you expect, and we will tell you how many seats that honestly takes — including the cover needed for leave and sickness.
Do the agents work from home?
No. They work from our office, on our network, on machines we control, with backup power and a second internet line. Remote work is only arranged if you ask for it in writing.
Can we interview candidates ourselves?
Yes, and we would rather you did. You get CVs and voice recordings, you run the final interview, and the offer goes out after your approval.
What happens to the desk when an agent resigns?
We hire ahead of attrition and keep trained cover on the floor. You get notice, a handover and a replacement who goes through your interview gate — the shift stays covered while that happens.
Who owns the data and the accounts?
You do. Agents work inside your CRM, your helpdesk and your phone system under named users you can revoke at any time. We sign an NDA and a data-processing agreement before recruitment starts.
Tell us which queue is drowning.
A 30-minute call is enough to scope a desk and price it. No deck.