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.
Our Approach
Empathy & Customer-Centric
At Hugo, we combine well-trained support agents with quality-driven processes to transform every interaction into an opportunity for brand loyalty. Our content moderation experts and fraud prevention teams help digital-first companies maintain safety, trust, and compliance.
Passionate Fans + Dedicated Experts
Don't work with generic staff. Every Hugo agent has at least 3 years of experience in customer support, digital operations, and technical assistance, ensuring your customers get expert help every time.
Any Language, Any Time Zone
As a CX partner for leading global brands and tech startups, Hugo delivers omnichannel 24/7 customer support in 60+ languages across five continents.
365 / 24 /7 & Omnichannel
Hugo’s round-the-clock inbound and outbound call center services ensure your business is always available — via phone, email, SMS, live chat, in-app, or social media.
Rapid Scalability & Flexible Contracts
From seasonal peaks to product launches, Hugo offers flexible outsourcing contracts that scale your support team within 24 hours. Our agility keeps you cost-effective while maintaining long-term client partnerships.
We face a lot of complex, undefined challenges in our global operations where you have to figure it out as you go. We needed a partner who could handle that ambiguity and evolve with us as requirements shifted. In this case, we found an incredible partner in Hugo.
What We Do
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
-
88%
First Call Resolution
-
98%
CSAT/eNPS in 2024
Quality through Versatility.
Excellent support demands both flawless execution and seasonal adaptability. We’ve engineered our teams to deliver just that.
Scaling
From startups to enterprise clients, we make scaling your support operations easy, adapting to your evolving needs.
Adaptive Coverage
Never be short-handed or overstaffed. We’re always on, always responsive and always have backup agents trained from day 1.
QA & Training
Every dedicated team has QA, training and ongoing development programs. It's why our attrition rate is an industry-leading 1%.
From expected surges and urgent projects to unexpected demands, we’ve got your back. Access elite talent instantly, scale down seamlessly.
Holiday Seasons
Seasons of the year
Tax Season
Crisis Management
Sporting Events
Brand Campaigns
Back to School
Weather Events and more!
How does it work?
We source, train, and assemble your new team in as little as 2 weeks. Once you go live, we continuously work to ensure you hit KPIs.
1. Deep dive into your goals and team structure.
We take the time to understand your unique needs and goals. Our talent becomes an extension of your team, supporting your customer experience initiatives within your strategic direction, timelines and budgets.
2. We design a customized solution for you.
Within 1 week, we'll design a customized solution tailored to your unique needs. This includes selecting the right talent, customizing training and onboarding, and integrating with your existing processes - optimized for you.
3. Review and assemble your dream team.
Let us handle the screening and recruitment so you can build your dream team. We identify candidates who match your precise needs, coordinate interviews, collect your feedback, and refine the applicant pool until you land on just the right hires.
4. We'll implement a dedicated training program.
Our training, onboarding and assessments integrate with your processes while optimizing for scale and cultural nuance. We develop programs tailored to complement your approach.
5. Go Live & schedule check-ins!
Curtains Up - Your dedicated team is now fully operational. We will set up regular check-ins that work with your schedule, not ours. This ensures you have ongoing visibility into performance and can provide timely feedback based on your availability.
We integrate seamlessly with technology built for scale & customer excellence.
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.
FAQs
Hugo call centers are based in Africa, with operations in African countries including South Africa, Kenya, Nigeria, Senegal, Cape Verde, and Ghana.
Absolutely. Hugo offers flexible, month-to-month call center outsourcing contracts that allow businesses to scale support teams up or down with just 24 hours’ notice. This adaptability is ideal for seasonal campaigns, product launches, or rapid growth phases. Our flexible model keeps costs predictable while maintaining top-tier customer service.
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.
All Hugo agents are trained to promptly escalate complex or unfamiliar issues. They document the support ticket and then route it to your internal team or another designated contact based on your escalation guidelines.
Hugo supports email, chat, social media, SMS, in-app, and voice channels.
Hugo combines human expertise with rigorous processes to deliver unparalleled accuracy, efficiency, and scalability. Our industry-leading satisfaction rates, comprehensive security measures, and ability to handle complex, high-volume projects set us apart as the premium choice for outsourcing repetitive tasks. Moreover, Hugo has been recognized as the fastest-growing BPO company in the world for both 2023 and 2024 according to Clutch, demonstrating our commitment to excellence and our rapidly expanding capabilities in meeting diverse client needs.
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.
Before going live, we work closely with your company to gain the institutional knowledge we need to train our agents. Hugo’s agents are then provided with a thorough training based on your products and services, your company’s tone of voice, customer demographics, internal support processes, and other relevant information. We also conduct ongoing coaching and QA reviews to ensure that all agents’ communication aligns with your brand.
At Hugo, all our agents are strictly vetted, rigorously trained, and monitored to ensure the highest level of performance. We also provide detailed reports that are focused on KPIs like response time, resolution rate, and CSAT. Additionally, we hold regular check-in meetings to review metrics and provide any necessary adjustments.
Yes. Hugo’s call center support can cover multiple channels, including phone, email, live chat, and even direct messaging on social media platforms. Your customers get a seamless support experience, no matter how they reach out.
Hugo’s highly-trained QA team actively supports your team by pulling agent tickets weekly and conducting ongoing coaching. We work with you to develop a custom action plan and create an SLA that outlines specific target metrics for each service area. Your Account Manager monitors performance, ensures we meet critical benchmarks, and maintains the agreed service level, all aimed at your complete satisfaction.
During onboarding with Hugo, we create a customized escalation path for urgent support tickets. The process is developed in close collaboration with your in-house team to ensure that critical, high-priority issues are quickly flagged and directed to the appropriate party for fast resolution.
Every Hugo team includes a dedicated manager who oversees training, daily operations, and performance. This team lead will serve as your main point of contact to keep things running smoothly, facilitating communication between your in-house team and your agents overseas.
Hugo supports a range of +50 platforms, including but not limited to:
- Zendesk
- Intercom
- Salesforce
- Zoho Desk
- Fresh desk
- HubSpot
- Genesys
Client teams receive reports weekly. In addition, the Hugo team prepares quarterly and annual reports for all clients as well.
Hugo runs a 24/7 support team. As such, we can provide coverage across all time zones.
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.
Hugo works with a wide range of industries, including retail & ecommerce, home services, AI, Edtech, Fintech, Health & Wellness, Travel & Hospitality, SaaS, Gaming, Telecommunications, Legal and more.
Yes! Hugo support agents are 100% dedicated to your business’ account, and your account only.
Hugo works with businesses of all sizes. We understand you need quality support regardless of your company’s size. Our solutions work for small businesses, startups, and larger established companies.
Hugo uses internal quality assurance (QA) processes that include regular call monitoring, performance review, and customer feedback analysis. You will also receive regular reporting and have opportunities to provide input, enabling continuous improvement.
Hugo is a trusted call center outsourcing partner for startups and global platforms that need reliable content moderation and fraud detection services. Our agents are trained to identify, escalate, and manage sensitive content with precision and empathy. Backed by structured workflows and advanced moderation tools, Hugo ensures safe online environments for your community while maintaining your brand reputation.
Hugo provides 24/7 inbound and outbound customer support across every time zone and channel, including voice, chat, email, SMS, and social media. Our teams ensure consistent quality and responsiveness, whether handling late-night e-commerce queries or high-volume tech support. With flexible contracts and multilingual capability, Hugo delivers always-on service that builds customer loyalty worldwide.
Yes. Every Hugo client gets a dedicated digital operations team trained in your tools, workflows, and brand standards. From user onboarding and app support to workflow management and data processing, our specialists integrate seamlessly with your existing systems. Hugo’s goal is to extend your internal operations while enhancing efficiency and accuracy.
Hugo specializes in managing complex workflows that require precision, flexibility, and constant adaptation. Whether handling multi-step escalation paths or supporting high-volume SaaS operations, our Six Sigma-certified teams ensure measurable performance outcomes. We combine human expertise with automation to streamline processes, reduce costs, and improve first-call resolution
Over 95% of Hugo’s clients expand their operations with us within three months, a testament to our long-term relationship model. We earn trust through transparency, quality performance, and consistent communication. Each account includes a dedicated manager and continuous improvement plan to ensure sustained success.
Yes. Hugo’s U.S. focused 24/7 call center teams combine deep customer empathy with operational efficiency. We support businesses across retail, SaaS, fintech, and e-commerce, ensuring seamless, always-available service. Our multilingual agents deliver the same quality whether customers reach out by phone, chat, or email.
Hugo’s tech startup call center solutions are built for speed, flexibility, and scale. We support everything from product launches to technical troubleshooting, providing dedicated 24/7 coverage that evolves as your startup grows. Our teams understand the fast-paced nature of tech support and deliver quick, accurate resolutions that enhance customer satisfaction.
E-commerce businesses rely on Hugo for 24/7 customer support, post-sale assistance, and order management. Our trained agents ensure fast responses, empathetic service, and accurate resolutions across all channels. With flexible scaling and multilingual coverage, Hugo helps e-commerce brands grow without compromising customer satisfaction.
Hugo partners with fast-scaling businesses to provide agile, on-demand support teams. Our scalable infrastructure allows you to add agents or expand channels in under 24 hours. From inbound support to workflow automation, Hugo keeps your customer experience consistent through rapid growth.
Hugo’s EdTech inbound call center teams provide 24/7 support for students, educators, and platform users. Our specialists handle inquiries with clarity, patience, and speed, improving user satisfaction across learning tools and digital platforms. From technical troubleshooting to onboarding, Hugo ensures seamless educational experiences
Transforming Customer Service in the Home Furnishings Industry
Discover how Hugo assembled an A-team of live agents to quickly address the backlog of tickets and implement a live chat feature on the client's website, instantly boosting customer engagement.
