Customer service
Questions, complaints and account queries resolved on first contact wherever possible.
Inbound and outbound call center services
Your customers judge you on the call they cannot get answered and the email nobody replied to. FoneFluent runs dedicated contact-center teams from Amman that answer, resolve and follow up — in fluent, accent-neutral English and native Arabic, around the clock.
Whether you need overflow cover for peak hours, a full 24/7 service desk, or an outbound team working your pipeline, we recruit the agents, run the floor, monitor the quality and report the numbers back to you.
Inbound
Inbound services
Order and delivery support
Order status, changes, returns and escalations.
Helpdesk and tier 1 technical support
Troubleshooting scripted and escalated to your specification.
Appointment and booking desk
Scheduling, confirmations and rescheduling.
Retention and save desk
Trained conversations that keep customers who are about to leave.
After-hours and overflow
Cover for evenings, weekends, holidays and demand spikes.
Outbound
Outbound services
Lead qualification
Working inbound enquiries fast, so your closers only speak to people worth their time.
Appointment setting
Booking qualified meetings straight into your team's calendar.
Sales and conversion
Agents who understand the product and the objection, not just the script.
Follow-up and nurture
Structured contact with leads that went quiet.
Win-back campaigns
Reactivating lapsed customers with a reason to return.
Surveys and quality callbacks
Post-service checks that give you real customer feedback.
Channels
Every channel your customers use
Inbound and outbound voice, live chat, email and ticketing, WhatsApp, and social media direct messages — handled by the same team so the customer never has to repeat themselves.
Languages
English, Arabic and Spanish
English (fluent, accent-neutral), Arabic (Modern Standard plus Levantine and Gulf dialects), and Spanish.
[PLACEHOLDER — FoneFluent to confirm which additional languages to list; a Spanish-speaking voice sample is already on the site.]
Hear the difference
Meet our native speakers
Accent-neutral English and native bilingual coverage. Press play and judge for yourself.
Jude
English
Customer service
Ahmad
English
Technical support
Rama
English
Sales & retention
Sami
Spanish
Bilingual support
Quality
How we protect quality
A call center is only as good as what happens after the call. Every FoneFluent agent works against a scorecard built from your standards, with call monitoring, regular coaching and calibration sessions between our QA team and yours.
You get reporting on the numbers that actually matter to your operation — not a vanity dashboard. We agree the metrics before go-live and review them with you on a regular cycle.
Metrics we report on
- Average handling time
- First-contact resolution
- Customer satisfaction (CSAT)
- Abandon rate
- Service level and answer speed
- Conversion and appointment-set rate
- Quality scorecard results
- Attendance and adherence
Get a staffing model built around your call volumes
Tell us your volumes, your hours and the channels you need covered, and we will come back with the team size, the shift pattern and what it costs.
30 minutes. Free. No obligation.
Technology
We work in your stack
Your team works in your stack — your dialer, CRM, ticketing system and telephony. If you do not have one yet, or yours is holding the team back, our IT team can advise on and set up the tooling.
Coverage
Genuine 24/7 cover
Jordan sits at GMT+3, overlapping the full European working day and the US East Coast morning. We run shift patterns for genuine 24/7 cover, including weekends and your public holidays rather than ours.