Are you tired of managing your customer’s technical support challenges? Have you experienced negative reviews by customers because of slow resolutions or long hold times? Would you like your technical support team, to create revenue generating opportunities and community trust? Sound Decisions is your answer. With a proven track record spanning two decades, we specialize in building and managing high-performing technical customer service centers. Our expertise lies in delivering exceptional support experiences that drive customer satisfaction and loyalty.
Are you tired of managing your customer’s technical support challenges? Have you experienced negative reviews by customers because of slow resolutions or long hold times? Would you like your technical support team, to create revenue generating opportunities and community trust? Sound Decisions is your answer. With a proven track record spanning two decades, we specialize in building and managing high-performing technical customer service centers. Our expertise lies in delivering exceptional support experiences that drive customer satisfaction and loyalty.
Our rigorous recruitment process ensures we attract and hire the best technical support talent in the industry.
We provide extensive training programs that equip our agents with the knowledge and skills needed to excel in their roles.
Our robust quality assurance reporting and analysis guarantees consistent, high-quality support interactions.
We’re constantly testing and integrating new technologies into our offering such as Accent removal AI’s, AI agent assistants for managing technical data issues.
Our collaborative and supportive team environment fosters a sense of unity and shared purpose, driving exceptional results.
At Sound Decisions, we don’t just manage call centers—we build them from the ground up. With decades of experience and a laser focus on core-value recruiting, we specialize in creating technical support teams that embody precision, professionalism, and exceptional performance.
Our Virtual Call Center Program reduces customer success expenses by 50%, delivering top-notch results without breaking the bank.
With a 95% first-call resolution rate, we set the bar for technical support quality—and consistently exceed it.
We don’t just hire great people; we train, support, and retain them, ensuring continuity and excellence for your business.
Schedule a call to see how we can help and ask your Sound Decisions expert for specific case studies related to your industry.
Challenge: The client, Floorcity, required a call center to assist in order processing and Customer Inquiries.
Solution: Sound Decisions created a hiring process, training process, compensation plan, and benefits plan to develop this team for Floorcity.
Results: The team has 4x their call center size over 3 years with a customer satisfaction score of 95%
Challenge: Sola Wood Flowers was seeking an engineering lead for their Shopify experience in Mexico.
Solution: Sound Decisions SME's devised a testing protocol to test engineers on the fly solutions to several Shopify and HTML problem sets. Through the testing process, candidates performed live testing with an SME (Subject Matter Expert) to qualify to speak with the client.
Results: Sola Wood Flowers with Sound Decisions help was able to successfully qualify and hire a high performing engineering lead for their Shopify store experience. Since that time, the candidate was able to create multiple high value solutions for the team that drove revenue performance.
Challenge: The client needed to scale their support team to meet growing demands, but they struggled with long hold times, slow resolutions, and multi call incidences.
Solution: Sound Decisions stepped in to transform their support operations, achieving:
Results: Massive growth in customer satisfaction
96.5% QA Scores
89.7 decrease in customer hold times both pre-call and oncall
61.5% decrease in tier 2 escalations through process unification
32.5% decrease in average handle time
At Sound Decisions, we don’t just solve customer issues—we uncover opportunities for your business. By leveraging AI, software tools, training, and analytics, we transform your technical support function into a powerful source of insights and growth. Here’s how we do it:
Got questions? Ready to hire? Reach out today and start collaborating with us! Our team is here to assist you in finding the perfect staffing and consulting solutions tailored to your needs.
Direct Hire is a 1-time placement fee and a single search service that helps you find the right future employee wherever they are. Direct Hire solutions guarantee the placement for a period of time and work with management to make sure goals and objectives through that period are clearly defined.
Outsource Staffing gives you the freedom to swap staff as your needs change. Outsourced staffing is preferred by many customers because of the assistance in compliance, payroll, coaching, and time management.
We go beyond matching skills—we focus on value alignment. Through our precision hiring process, we carefully assess each candidate’s experience, cultural fit, and potential for growth to ensure they not only perform well but also thrive within your company, contributing to long-term success.
We specialize in Technology, E-commerce, FinTech, and Retail & Wholesale industries, placing candidates in a variety of roles such as Applications Developers, Senior Accountants, Customer Service, Project Managers, and Call Center Agents. No matter the position, we find the A-players who align with your company’s mission and values.
Our Technical Solutions include custom call center build-outs, staffing, IT, and automation to help our clients provide the best technical support possible. We handle recruiting, training, and managing teams to ensure seamless operations and provide you with scalable solutions for long-term growth.
Our hiring process is thorough yet efficient, with timelines tailored to your needs. Whether it’s a direct hire for an executive role or building an outsourced team, we ensure each step—from value alignment to onboarding—is conducted thoughtfully, so you get the right fit, not just a quick fill.
Our partnership doesn’t end once a candidate is placed. We provide 90-day success plans, ongoing check-ins, and support to ensure that both the candidate and your business are aligned and thriving.
This proactive approach helps you achieve long-term retention and sustainable growth.
