We run the desk so you can run the company.
PulseBridge Solutions is an outsourcing company. We hire agents, put them on our floor, train them on your process and manage them day to day — while they answer as part of your team. You keep the customer relationship and the final say on every person working your account.
How we hire
Recruitment is the product. Everything else — training, QA, rostering — is damage control if the hire was wrong.
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1.0 Profile
Written before we advertise.
The role profile comes from your call: the shift, the tools, the volume, the tone, and the three things that must never happen on a contact.
You sign it off. It becomes the QA rubric later.
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2.0 Screen
Live scenarios, not paper tests.
Candidates handle a mock contact from your world — an angry refund, a stalled shipment, a confused login. We keep the recording.
Typing, comprehension and systems tests run alongside.
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3.0 Your interview
You meet the shortlist.
CVs and recordings go to you first. You interview whoever you want to, and the offer waits for your approval.
Same gate for every replacement, for the life of the account.
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4.0 Nesting
Scored before they go live.
New agents work recorded and supervised contacts until their QA scores hold. If they do not hold, they do not go on your queue.
Carried by us — nesting is not billed as production.
Work we turn down
A BPO that says yes to everything is a BPO that will staff your account with whoever is free on Monday.
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Campaigns we cannot verify consent for.
If a list cannot show where the numbers came from, we will not dial it.
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Accounts that want agents shared across clients.
Shared agents are cheaper and worse. If price is the only requirement, we are the wrong vendor.
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Go-live dates that skip training.
We would rather push the launch by a week than put an untrained agent in front of your customer.
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Scripts that mislead the caller.
Our agents identify themselves as your team, which is true — not as something they are not.
Security and confidentiality
Standard on every account, and written into the agreement before recruitment starts.
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NDA and data-processing agreement
Signed by the company and by every agent assigned to your account.
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Access you control
Named users in your systems, granted by you and revocable by you at any time.
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Controlled floor
Company machines, restricted USB and downloads, and a clean-desk rule on the production floor.
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Retention on your terms
Recordings and records are kept for the period your policy requires — no longer.
Come and ask the hard questions.
Attrition, pricing, what happens when it goes wrong — we would rather answer those on the first call.