BPO
Outsourced customer service
Teams serving in Spain Spanish, trained on your product, with defined escalation to your internal teams.
In summary: customer service teams by phone, email, chat and social media, in Spain Spanish and other languages, with scripts and training adapted to your brand. Law 10/2025 prohibits support being exclusively automated and guarantees human intervention on request, and the service is designed accordingly.
Customer service is the most outsourced process and the one that goes worst when outsourced badly. The difference is almost never the technology: it is whether the team knows the product well enough to resolve without escalating, and whether it has the judgement to recognise the case that should be escalated.
So the model starts with product training and an agreed escalation map before the first day of service, not with the tool.
What is included
Actual scope is set in the proposal, against these components.
- Support by phone, email, chat and social media
- Initial training on your product, your processes and your brand tone
- Scripts and decision trees agreed with you, not generic ones
- Defined escalation to your internal teams, with explicit criteria
- Sample-based quality control with call listening and case review
- Reporting on volume, response times and contact reasons
- Cover in Spanish hours or extended hours as agreed
What is not included
So there is no wrong expectation before signing.
- Legal, tax or financial advice to the end customer
- Commercial decisions committing your company without your prior authorisation
- Third line support or engineering on your product, which sits with your teams
- Full replacement of human support by automated systems, which Law 10/2025 does not permit
- Co-official language support from the Latin America corridor, which requires an onshore team
Where it is delivered from
In Spanish, from the Latin America corridor, with Mexico, Colombia and the Dominican Republic as the usual hubs, or from an onshore team in Spain where the process requires it.
The deciding factor is usually not cost but data. If the process requires data residency inside the European Economic Area by contract or regulation, the corridor is ruled out before any figure is examined and the choice becomes Spain or Poland.
If you need support in Catalan, Basque or Galician, the answer is an onshore team in Spain. We do not deliver it from Latin America.
Law 10/2025 on customer service provision
Law 10/2025 of 26 December has been in force since 28 December 2025, with an adaptation deadline of 28 December 2026. It applies to companies with more than 250 employees or turnover above 50 million euros, and to providers of basic services of general interest regardless of size.
Two obligations shape the service design directly. Support cannot be exclusively automated: human intervention must be guaranteed when the customer asks for it. And there is a target of 95 percent of calls answered in under three minutes on average.
On complaints, the general resolution deadline is fifteen working days, and five working days for complaints about billing of basic services.
If your company falls within the law's scope, it is worth sizing the service against those thresholds from the outset rather than adjusting afterwards. This is general information about the law and not legal advice: we work alongside your advisors, not in their place.
Frequently asked questions
Will my customer notice they are served by a team outside Spain?
They will notice a different accent if the team is in Latin America. What they should not notice is an inappropriate register or unfamiliarity with the product, and that is addressed with specific training in peninsular Spanish and your sector before day one.
Can AI handle support on its own?
Not within the scope of Law 10/2025. The law prohibits support being exclusively automated and requires human intervention to be guaranteed on request. Automation is used to classify, suggest and summarise, with people resolving.
How long does it take to launch?
It depends mostly on access to your systems and product training, not on our ability to recruit. The realistic timeline is set in the proposal's launch plan.
Can we start with a pilot?
Yes, and it is usually the best way to start in customer service. One enquiry type or one shift is bounded, measures are agreed before starting, and the decision is made on data after thirty days.
Want to size your customer service?
Tell us volume, languages and hours, and we will prepare a proposal with the cost breakdown.