{IMAGE}
{TITLE}
{META}
{SOCIAL}
Solution
Managed Support Services
Building and running a high-performing support team takes time and expertise. With Katico’s Managed Support Services, you don’t just outsource — you gain dedicated professionals who act as an extension of your company. From frontline Happiness Heroes to Knowledge Managers, we assemble, train, and manage a team that delivers support with both efficiency and personality.
Key Benefits for Your Company
Beyond Traditional Outsourcing
We provide skilled experts, not just headcount. Every team member is trained to work within your systems, processes, and brand voice.
Unique Onboarding Process
Before joining your project, Happiness Heroes train on real case scenarios. This ensures they’re prepared to handle actual issues with accuracy, empathy, and confidence from day one.
Knowledge Built In
Our Knowledge Managers ensure your support systems stay up to date, feeding both your helpdesk and AI with accurate, usable content.
End-to-End Team Management
From recruitment and onboarding to performance monitoring and process improvement, we handle the details so you can focus on strategy.
How We Work
Needs Assessment
Identify roles and gaps in your support function.
Expert Team Assembly
Select and prepare the right mix of Happiness Heroes and Knowledge Managers.
Case-Based Onboarding
Train new team members on real past cases to ensure readiness before they support live customers.
Ongoing Management
Oversee daily operations, track KPIs, and provide performance reviews.
Continuous Development
Refine processes, expand the knowledge base, and evolve the team as your business grows.
Deliverables
Fully managed support team tailored to your needs
Case-based onboarding program for all new team members
Regular quality reviews and performance reports
Continuous knowledge base contributions and updates
Scalable support model that adapts as you grow
FAQ
How is this different from traditional outsourcing?
Unlike generic BPOs, we provide dedicated experts who act as an extension of your business. Our Happiness Heroes and Knowledge Managers are trained on real case scenarios before supporting your customers, ensuring quality from day one.
What kind of roles can Katico provide?
We specialize in frontline Happiness Heroes (support agents who combine accuracy with empathy) and Knowledge Managers/Creators who keep your knowledge base and AI systems accurate and up to date.
How do you manage performance?
We oversee recruitment, training, and daily management. Performance is continuously tracked through KPIs, quality reviews, and feedback loops to ensure high standards.
Can we scale the team up or down as needed?
Yes. Our model is flexible, allowing you to expand or reduce the team based on demand while maintaining consistent quality.