Customer Support
What is Customer Support?
Customer Support refers to the assistance provided to customers before, during, and after a service. It includes resolving issues, answering questions, ensuring a positive user experience, and delivering excellent customer services. It is crucial for building trust, loyalty, and satisfaction with your brand.
How Customer Support Works
It typically involves trained representatives responding to customer needs using tools like phone, email, chat, or ticketing systems. These agents follow company procedures (SOPs) to handle queries, escalate issues, and document interactions as part of professional customer care/services.
Outsourcing Enhances Customer Service
Outsourcing boosts Customer Support by providing 24/7 coverage, faster response times, and cost savings through outsourcing accelerator programs and Offshore Sourcing. It helps businesses maintain high-quality Customer Service Outsourcing without expanding internal teams.
How Voltron Supports Australian Businesses
It is a trusted outsourcing company that delivers reliable, personalized support and customer service across Australia, specialising in the security and logistics sectors.
Powered by Technology, Driven by People
Technology fuels our operations, but our skilled team ensures everything runs seamlessly. Together, they deliver reliable support to customers tailored for security and logistics.
National Operations Centre (NOC):
The Backbone of Our Customer Support
At Voltron, our National Operations Centre (NOC) plays a vital role in delivering seamless customer service. Our National Operations Centre (NOC) uses top tech like the trusted NOCs of leading Australian companies to keep your operations smooth:
- Workforce & Scheduling: Tools like Guardhouse and Deputy help manage security guards & staff efficiently.
- Security & Patrol: Real-time tracking with Trackforce Valiant and Silvertrac ensures site safety and asset protection.
- Incident Reporting: Compliance and issue tracking through iAuditor and Papertrail for security incidents and logistics challenges.
- Access Control: Integrated access and security systems from Gallagher and Genetec safeguard facilities and logistic hubs.
- Fleet & GPS Tracking: Fleet Complete and Verizon Connect monitor vehicles, shipments, and drivers to enhance route efficiency and safety.
We back this with secure, trusted calling apps—Vonage, RingCentral, Zultys, 3CX, etc.- that handle your calls 24/7 with ease and security.
Our Customer Support Services
Tailored for Security & Logistics Operations
For the Security Industry
- On-Site & Off-Site Guard Follow-Ups
Welfare checks, hourly image verifications, and timestamped location updates.
- Pre-Shift Calls & SOP Confirmation
Calls made an hour before shift to ensure uniform, punctuality, and clarity of duties.
- Guard Summary & Incident Reporting
End-of-shift summaries, daily reports, and compliance logs delivered to clients.
- Extra Guard Allocation
Assisting clients by coordinating emergency or short-notice guard deployments.
- 24/7 Alarm Response Coordination
Swift communication with patrol teams and alarm companies across Australia.
For the Logistics Industry
- Shipment Tracking & Coordination
Real-time updates on vehicle movement, dispatch timing, and route verification.
- Paperwork Digitisation & Compliance Logs
Turning manual CFI, CNF, and FOB documents into digital, trackable formats.
- Driver & Delivery Team Communication
Calling and confirming task completion, checking documentation, and delivery status.
- Incident & Delay Reporting
Logging breakdowns, shipment delays, or compliance breaches in real time.
Ready to Elevate Your Support?
Why Outsource with Voltron
Cost-Effective Expertise: Outsource to Voltron for access to seasoned professionals and best-in-class tools through Outsource Accelerator programs , freeing your team to focus on core operations.
24/7 Scalability: Our Offshore Sourcing model adapts to your demand peaks and lulls—no more understaffed nights or bloated overhead.
Transparent Accountability: Hourly welfare checks, timestamped verifications, and secure VoIP platforms (Vonage, RingCentral, Zultys, 3CX) guarantee full visibility and data protection.
How to Get Started
- Free Consultation – We’ll discuss your needs and map out a tailored Customer Support plan.
- Team Selection – Choose from junior, intermediate, or senior agents to match your service requirements and budget.
- Onboarding & Integration – Our team aligns with your SOPs and systems for a seamless launch.
- Go Live 24/7 – Enjoy monitored, scalable support from day one, backed by transparent reporting.