Inbound & Outbound Call Center Outsourcing
Hugo delivers a scalable 24/7 call center outsourcing solution that seamlessly integrates with your team, providing expert omni-channel support for a superior customer experience. Whether you’re a fast-growing startup, an e-commerce brand, or an Ed-tech platform, Hugo provides high-quality, reliable support.
What You Get
Call Center Support
With a 100% dedicated team focused on performance, quality and efficiency, 95% of our clients scale their call center operations with Hugo within 3 months. Our teams specialize in complex workflow management, digital operations, and multichannel engagement building long-term relationships across industries like Fintech, SaaS, EdTech and beyond.
Client Services
- General Customer Service (Inbound/ Outbound)
- 24/7 Inbound Call Center SupportI
- Lead Generation & Appointment Scheduling
- E-commerce Store Support & Post-sales Support
- Fraud & Content Moderation
- App User & Platform Support
- Tech Support
Digital Support
- Phone
- Live Chat
- Chatbot
- SMS
- Social Media
- In-App Messaging
Services Framework
- Seasonal or Ongoing Support
- Flexible, Month-to-Month Contracts
- Single-point of Contact
- Ongoing Reporting & Dedicated Team Management
- Multilingual Support
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99.9%
Uptime in 2024
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88%
First Call Resolution
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98%
CSAT/eNPS in 2024
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24/7
US Onshore + Offshore Coverage
Support You're Looking For
Check out our tailored plans and pick the one that works best for you.
The Hugo Difference
A fully managed, global support model built for scale, quality, and long-term partnership.
24/7/365 Coverage
Always-on global teams ensure your customers are supported around the clock without gaps or handoffs.
End-to-End Customer Journey
From onboarding to retention, we manage every touchpoint with training, QA, WFM, and performance baked in.
Every Channel, Seamlessly
Voice, chat, email, social, and in-app support delivered as one unified customer experience.
60+ Languages, Native Fluency
University-educated, multilingual agents provide culturally fluent support at global scale.
University-Educated Teams
Every Hugo teammate is a full-time university graduate with 3+ years of CX experience, selected for judgment, empathy, and culture fit.
Fully Managed Teams
Dedicated full-time teams plug directly into your tools, KPIs, and workflows with zero friction.
Customer Stories
Hugo didn’t just add agents. They rebuilt our workflows, improved quality, and delivered measurable results when our support operation was at a breaking point.
Robert M.
Head of Player Experience
Our platform is built on real-time, personal conversations, and Hugo understood that immediately. They delivered the speed we needed, while keeping interactions thoughtful and human even at high volumes.
Chris C.
Agent Operations Manager
The team truly understood our users and reflected the care and trust we strive to offer. We saw not only a measurable lift in satisfaction, but a deeper emotional connection with our parent community.
Kelsey M.
Customer Support Manager
Hugo understood the nuances of our business and helped us turn customer feedback into meaningful improvements across our entire subscription experience.
Jeremy D.
Customer Experience Manager
Hugo’s team brought real product expertise and flexibility to our support operation. They helped us dramatically improve response times and customer satisfaction.
Anna G.
Customer Experience Lead
27001:2013
Certified Information Security Management
HIPAA Compliant
Patient Rights Under HIPAA are Protected
AICPA
SOC2 Fully Compliant
California Consumer Privacy
Fully Compliant
GDPR
2018 General Data Protection Regulation
We were honestly surprised by how quickly customer satisfaction improved during the pilot. The results were staggering, and the delivery was effortless on our side. Hugo owned the full operation from hiring and training to reporting and performance management, which made the partnership incredibly easy.
Margie Greene
Senior Manager, Support at CURRI
How to Work With Hugo
Our fully managed teams integrate seamlessly with your workflows and platforms,
delivering fast, reliable support and smooth collaboration at every step.
1. Define
Share your goals and challenges, and we’ll design a custom solution tailored to your business needs.
2. Test
Start with a pilot program to validate the workflow, refine processes, and integrate your feedback before scaling.
3. Launch
Go live with a fully trained Hugo team, supported by a dedicated project manager, ongoing coaching, QA, and our knowledge & insights team to ensure seamless execution.
4. Manage & Scale
We monitor performance, track growth metrics, and continuously optimize your team’s output. As your needs evolve, we’ll scale resources while maintaining quality and productivity.
Analysts and Users Agree
Hugo is the Leader
We integrate seamlessly with technology built for scale & customer excellence.
From day 1 we integrate into your existing CRMs, operational tools and customer systems so our teams deliver results without disrupting how you work.
30 days
Risk
-
Free
We're so confident you'll love working with Hugo's call center solutions, we offer a no commitment 30 day trial.
Your Success is Our Mission
You deserve better outcomes, insights, and conversations. You deserve to work with the best proactive teams that embrace complexity, adapt to ambiguity, and flex to your needs with just 24 hours notice. You should be obsessed over, not struggling to scale or sacrificing quality for speed.
Whether you’re a disruptive startup or an iconic brand, with Hugo you get more than outsourcing – you get what you deserve.
Why Choose Hugo?
- 100% college graduate workforce with 3+ years of professional experience and industry specific training.
- Omnichannel coverage across chat, email, and voice with 24/7 availability.
- Over 60 languages. We speak all major languages to cover the global markets.
- Flexible scaling with surge and buffer staffing to support seasonal peaks.
- Teams are 100% dedicated to your company only, never shared with other clients.
- Proven KPIs: phone pickup in under 4 seconds, first response in chat within 2–5 minutes, and first response to email in under 10 minutes.
- Secure operations with clean room options, disaster recovery protocols, and layered redundancies across people, power, and connectivity.
As your dedicated partner, Hugo manages the full spectrum of customer care so you can scale with confidence. Let’s connect and design the support model that fits your business today.
FAQs - Call Center Outsourcing
Hugo call centers are based in Africa, with operations in African countries including South Africa, Kenya, Nigeria, Senegal, Cape Verde, and Ghana.
Hugo customer support services are available in over 60 languages, including English, Spanish, French, German, Dutch, African languages, and more. Please contact us for the full list of available languages.
Hugo can work directly with your CRM or help desk system, eliminating the need for extra tools or complicated migrations. Our agents are proficient with all major CRM platforms, including Zendesk, Salesforce, HubSpot, and more. For questions about CRM integration, please contact us.
At Hugo, we understand the importance of safeguarding your customers’ data and meeting regulatory compliance, so we follow strict security protocols that include secure networks, regular audits, and agent-level access controls. All Hugo agents are trained in data privacy best practices and sign NDAs. We are also HIPAA and ISO 27001 compliant.
Hugo supports a range of +50 platforms, including but not limited to:
- Zendesk
- Intercom
- Salesforce
- Zoho Desk
- Fresh desk
- HubSpot
- Genesys
The pricing of Hugo’s customer support services varies based on the number of agents, hours of coverage, and level of support needed. Dedicated teams start at $11/hr per agent.
We offer flexible packages customized to meet your business’ unique needs as well as your budget. Please reach out for a custom quote.
- Cost Efficiency: Outsourcing with Hugo allows companies to reduce overhead costs associated with hiring, training, and maintaining an in-house customer support team. Enterprises of all sizes are finding it more cost-effective to pay a third-party provider based on usage or a fixed fee.
- Scalability: Hugo outsourcing has the flexibility to quickly scale up or down to meet fluctuating customer support demands, ensuring efficient resource allocation.
- 24/7 Availability: At Hugo, we offer 24/7 customer support. This round-the-clock availability allows for faster response times, reduced wait time, and improved customer satisfaction.
- Multilingual Support: Outsourcing with Hugo facilitates access to multilingual customer support, enabling companies to serve a global customer base more effectively.
- Risk Mitigation: Hugo has contingency plans and disaster recovery measures in place to ensure business continuity in the face of unforeseen disruptions.
Resources
What is Call Center Outsourcing?
How Customer Service Outsourcing Companies Helped Online Educators During the Pandemic
Stay Ahead in Call Center Operations & Outsourcing
Monthly insights on customer support, trust & safety, and AI operations — including real case studies, benchmarks, and lessons from scaling global teams.