Software and people behind your business
Call center agents with an American accent
Double Support's agents are carefully selected so that, on a call, they sound American. Your US customers hear a voice that sounds local. From Amman, Jordan, our English-language agents cover the full business day in every US time zone, Eastern to Pacific, and the European business day, Monday to Friday, in three shifts.
High quality, lower cost, built for volume
Quality
Agents carefully selected so that, on a call, they sound American, and assessed before they ever take one. Fluent English, an accent your customers recognize.
Savings
A lower cost than staffing the same seats in the United States or Europe.
Up to 60%
Capacity
Teams built for high call volumes and demanding queues.
What our agents handle
Our agents work as your customer team, on whichever channels your customers use:
- Calls, inbound and outbound
- Live chat
- Customer support, from first questions to follow-up
- Sales, from inbound inquiries to outbound campaigns
- Anything else your customers need, on any channel
We train the team on your process: your product, your tone, your rules for what an agent can decide alone and what comes back to you. When your needs change, we train them on the new channel or task.
Who it's for
- US companies that need English-speaking agents and are weighing offshore options
- European companies that want agents working during their own business day
- Teams that have outgrown hiring support staff one person at a time
180people at Double Support, across three offices
The call center team sits inside Double Support: 180 people across three offices, who also build and run business software.
Every US time zone and Europe, in three shifts
Our English-language agents work three shifts from Amman, Monday to Friday. Together they cover the European business day and the full business day in every US time zone, from Eastern to Pacific.
In the late afternoon in Amman, Europe and the United States are open at once.
Three shifts is a quality decision. Our agents work standard-length shifts, never a fourteen-hour day. Rested agents with a workload they can manage sound better on your customers' calls, and they stay. That's why we staff three shifts instead of stretching two, unlike operations that stretch agents across long shifts to cut cost.
A voice your US customers recognize
We select our agents carefully, so that on a call they sound American. That's why the accent is real: it's what we hire for.
Every agent is assessed before hiring by a member of our team who was born and raised in the United States, and passes the Versant English test before taking a call.
When your customers call, they hear fluent English in an accent that sounds familiar, during their own business day.
Closer to your working day
Where your agents sit decides what hours they work. Here is what a US East Coast business day means in local time for agents in Amman, India and Manila.
A New York business day, 8 AM to 5 PM Eastern
| Agents in | Hours ahead of New York | 8 AM – 5 PM Eastern, in their local time (US summer) | 8 AM – 5 PM Eastern, in their local time (US winter) |
|---|---|---|---|
| Amman, Jordan | 7 (summer) · 8 (winter) | 15:00 – 00:00 | 16:00 – 01:00 |
| India | 9.5 · 10.5 | 17:30 – 02:30 | 18:30 – 03:30 |
| Manila, Philippines | 12 · 13 | 20:00 – 05:00 | 21:00 – 06:00 |
What that means, honestly: covering a New York business day from Amman is an evening shift that ends around midnight. From India it runs into the early morning; from Manila it is a full overnight shift.
The later US time zones reach further into the Amman night: a Los Angeles business day is 18:00 – 03:00 in Amman in summer and 19:00 – 04:00 in winter. We cover those hours with a separate shift rather than stretching one team across all of them.
A London or Berlin business day, 9:00 to 17:00
| Agents in | Your London 9–5, in their time | Your Berlin 9–5, in their time |
|---|---|---|
| Amman, Jordan | 11:00 – 19:00 (summer) · 12:00 – 20:00 (winter) | 10:00 – 18:00 (summer) · 11:00 – 19:00 (winter) |
| India | 13:30 – 21:30 · 14:30 – 22:30 | 12:30 – 20:30 · 13:30 – 21:30 |
| Manila, Philippines | 16:00 – 00:00 · 17:00 – 01:00 | 15:00 – 23:00 · 16:00 – 00:00 |
What that means: for Europe, agents in Amman work a normal daytime shift. They are one to three hours ahead of London and Berlin, depending on the season.
Small print: Amman stays on UTC+3 all year. US and European clocks change twice a year, on different dates, so for a few weeks each spring and autumn the gap differs by an hour from the tables above. Times computed from the IANA time zone database.
For the Arab world, and the Gulf in particular
Our agents are in Amman, and Arabic is their first language. The same team that answers your US customers in English answers your Arabic-speaking customers in Arabic.
Amman keeps the same clock as Riyadh, Kuwait, Doha and Manama all year, and runs one hour behind Dubai and Muscat. Neither Jordan nor any Gulf state changes its clocks with the season, so that gap never moves. Gulf business hours are ordinary daytime hours in Amman: no night shift, no handover gap, and a team that is awake and fully staffed at the same moment your customers are calling.
The standard week for our Arabic-language teams is Sunday to Thursday — the Gulf week — so your Sunday is covered rather than missed. If your company works Monday to Friday, as companies in the UAE do, we arrange the team around your week instead.
Double Support is already established in the Kingdom in another way: we are an approved e-invoicing provider with ZATCA, connecting Saudi companies’ invoicing to the national system.
E-Invoicing in Jordan and Saudi ArabiaFor European clients: where your data is stored
For European clients, call recordings and customer data are stored in the EU. Calls run through Twilio’s Ireland region, and Zyntra OS is hosted in Europe.
A Data Processing Agreement is signed with every European client, and transfers out of the EU are covered by the EU Standard Contractual Clauses in our DPA. If a breach ever affects your data, we notify you within 24 hours of discovering it.
Every agent is trained in data protection and signs a confidentiality agreement before taking a call.
Card payments: our agents never hear or see card numbers. Payments go through a secure keypad or a payment link.
Call recordings are stored in your region, kept for 90 days by default or for the period you set, and deleted automatically after it. The 90 days are included; longer retention is available as a paid option.
Sub-processors: Twilio, for calls, and Amazon Web Services, for hosting and recording storage.
To ask about personal data we hold, write to [email protected].
Pricing and how an engagement starts
From$1,600per agent, per month, full-time.
The price you see is the price on our invoice. We add no tax to it.
Start with two agents and grow when you're ready. Three months to start, then month to month. Live in two weeks; for a new language, allow four to six weeks.
Call recordings are kept 90 days, included. Longer retention is available as a paid option.
Zyntra OS
Your call center comes with Zyntra OS
Every call center client gets Zyntra OS, our own business management system, at a preferential price, and larger teams get it free.
Zyntra OS runs the rest of the business around your customer service: sales and CRM, projects, invoicing, accounting, HR, inventory, a support desk with a knowledge base and a public help center, and much more.
20% off
Languages
English and Arabic as standard. Other languages — French, German, Turkish and more — staffed on request for your project.
Questions buyers ask first
Who offers call center agents with an American accent in Jordan?
Double Support, based in Amman, Jordan, provides call center agents who are carefully selected so that, on a call, they sound American. Its call center team of 100 agents works for companies in the United States and Europe, on calls, live chat and email.What channels do Double Support's agents handle?
Calls, inbound and outbound, live chat and email, for customer support and sales, and any other channel a client needs. Double Support trains the team on each client's own process.
What hours do Double Support's call center agents work?
Double Support’s English-language agents work three shifts from Amman, Monday to Friday, covering the full business day in every US time zone, from Eastern to Pacific, and the European business day. Arabic-language teams work Sunday to Thursday by default, the Gulf week, and can be arranged around a client’s own working week.
How long are the agents' shifts?
Standard length. Double Support staffs three shifts rather than stretching agents across long days, because rested agents give better calls.
How is the agents' English checked?
Every agent is assessed before hiring by a member of Double Support's team who was born and raised in the United States, and passes the Versant English test before taking a call.
Why hire call center agents in Jordan rather than India or the Philippines?
Time zones. Amman is 7 to 8 hours ahead of New York, against 9.5 to 10.5 hours for India and 12 to 13 hours for Manila, so covering a US East Coast business day from Jordan is an evening shift rather than an overnight one. For Europe, Amman is one to three hours ahead of London and Berlin, so European hours fall in the normal working day.
Where is European clients' data stored?
In the EU. For European clients, Double Support's calls run through Twilio's Ireland region, and Zyntra OS is hosted in Europe. A Data Processing Agreement is signed with every European client.
How long are call recordings kept?
Ninety days by default, included in the price, or for a period the client sets. Longer retention is a paid option. Recordings are stored in the client's region and deleted automatically when the period ends.
Who are Double Support's sub-processors for the call center?
Twilio, for calls, and Amazon Web Services, for hosting and recording storage.
How are European clients' data transfers covered?
By the EU Standard Contractual Clauses in Double Support's Data Processing Agreement, which is signed with every European client. If a breach affects a client's data, Double Support notifies the client within 24 hours of discovering it.
How are Double Support's agents trained on data protection?
Every agent completes data-protection training before taking a first call, repeats it every year, and signs a confidentiality agreement.
Do Double Support's agents handle card numbers?
No. Double Support's agents never hear or see card numbers. Payments go through a secure phone keypad or a payment link sent to the customer.
How do I make a data request to Double Support?
Email [email protected].
How is Double Support's call center priced?
Per agent, per month, for full-time agents. Contact Double Support for a quote.
What is the smallest team Double Support will staff?
Two agents. Clients start with two and grow the team when they are ready.
How long is a Double Support call center contract?
Three months to start, then month to month. Either side can end it with 30 days' notice after the first three months.
How quickly can a Double Support call center team go live?
In two weeks. For a language the team does not already staff, allow four to six weeks.
What comes with a Double Support call center subscription?
Zyntra OS, Double Support's business management system, at a preferential price, and free for larger teams.
Which languages do Double Support's agents speak?
English and Arabic as standard. Other languages, such as French, German and Turkish, are staffed on request for the client's project.
How do I get a quote?
Call Double Support on +962 795 900 124 or email [email protected] with your hours, volumes, channels and what your customers contact you about.
Tell us what you need covered
Tell us your hours, your volumes, your channels and what your customers contact you about, and we'll tell you how we'd staff it.