who we are

Customer Umbrella

We are a technology-enabled global business services company based in Bulgaria specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

It’s all about tapping into sentiment and building an emotional connection that keeps customers and staff fanatical about your brand. That’s where we come in—we create exceptional customer engagement, accelerate digital transformation, and deliver actionable CX insights.

We help you reimagine your business—and get you there faster than you ever thought possible.

We make businesses better.


Solutions

Outsourcing: Inbound, Outbound, Live Chat, Email Customer Support


Stay in touch with your clients 24/7 building long term relationships by means of a reliable support service provider.

We can professionally take care of different routing but important aspects of your business while saving resources.

We provide a scalable cost-saving expert support service that covers your actual needs without extra payments.

Round-the-clock support service that turns your leads to clients and cares about your customers during the whole life cycle.

Customer Umbrella resolve all the customers’ issues from product information requests to technical questions.

Customer support helps to keep clients satisfied and takes away the daily routine of customer care in a smart and easy way.

How it works?

Outsource, improve, Umbrella!

With Customer Umbrella, the outsourcing process is quick, cost-saving, individual, and result-oriented.

Planning

1.

Operating meticulous analysis of your clientele needs

Documentation

2.

Creating knowledge base, FAQ, Call scripts

Training

3.

Providing experienced and devoted agents

Integration

4.

Combining support solutions with your existing business processes

Go live

5.

Quick start and forward-thinking alongside

Security

There’s no perfect security infrastructure that exists, no data transmission is guaranteed to be 100% secure, but we work hard to be one of the safest places to outsource to!

GDPR

GDPR — full compliance with the EU General Data Protection Regulation act — a legal framework that sets scopes for the collecting and processing of personal data of the EU citizens by the companies operating inside the EU.

PCI DSS Level 1 certification

PCI DSS Level 1 certification — the highest level of security that ensures data safety and allows gathering and processing financial and credit card information. We are certified under PCI DSS Level 1 ISO/IEC 27001:2013, SOC 1 type II.

iso 27001 certified

ISO — process certification that ensures clients’ data protection and management in accordance with global standards. We use servers that comply with strict international data security standards, ISO 27001.

Digital Millennium Copyright Act is a law that regulates the usage of copyrighted technology, devices and services and prohibits their unauthorized usage. We are DMCA protected Business Service based in Bulgaria.   

Two high speed 1.5 Mbps Internet connections that we can switch between if required. What our clients wants is important, and that is our job to ensure 24/7 Customer Support on all channels.

We don’t like the gamble, better be safe than sorry. Our offices are equiped with GENERAC 20kw Backup Power Generator and we have both Un-interrupted Electricity and a backup power generator.

We have security policies and data processing agreements with all our employees and contractors who are obliged to follow and maintain appropriate technical and organizational measures. We have internal Information Security Policy.

Monthly training about security issues that may arrise during chat or calls, how to protect, and recognize phishing or scam, all our agents are GDPR trained  and ready to represent You.

WHERE TO FIND US

Varna, Bulgaria

Our modern IT Office is located in the center of Varna, Bulgaria, where the internet is among the 10 fastest in the world. With uninterrupted electricity and two stable high-speed Internet connections. A smart place with smart people. People who top the global charts in mathematics and rank 3rd in the world in IT specialist per capita, people who communicate with the world and one in two speaks at least one foreign language. Operating in Eastern Europe, specifically in Bulgaria, can save a company between 40-50% of its outsourcing costs. Bulgaria has the most competitive offerings within the EU, which makes it an extremely attractive destination for BPO.

We would love to hear from you!

Outsourcing should be INVISIBLE to your customers. 

At Customer Umbrella, we are customer service professionals. We represent YOU to your customers. 

We offer domestic and near-shore customer support centers producing consistent results with scalable capacity. Our agents become your subject matter experts. Our hub-and-spoke model serves front line, overflow, after-hours and seasonal programs. 

 Contact Customer Umbrella. We are ready to represent you.