Services

Operations you can hand over — and still control.

Help desk, contact center and back-office work delivered with our ISO-certified partner, the aLIVE group, under Vella’s program management and reporting.

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Operations

Help desk & contact center

Tier 1 and tier 2 support, citizen and member hotlines, overflow and after-hours coverage. Vella runs the program; our delivery partner’s certified contact centers staff it.

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Back-office case processing

We take on the processing work behind applications, claims and records — checking, requesting documents, calculating and preparing decisions — while authority and final decisions stay with your agency or organization.

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Telehealth platform

Video visits, appointment requests, patient accounts, web and mobile apps and remote monitoring — a modular platform under your brand, developed and operated by our delivery partner.

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European customer support

Selling into Germany, Austria or Switzerland? Our delivery partner runs German-language customer service from certified contact centers in the EU — and you contract and coordinate through Vella, in the US.

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Digital growth for business

For growing businesses we design websites and sales funnels that convert, set up the right CRM and add AI automation where it pays for itself — as growth partners, not just implementers.

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Free tool

How many agents does your help desk need?

Move three sliders and get a staffing estimate for your contact volume and coverage hours.

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Staffing estimator

How many agents does your help desk need?

Move the sliders — we estimate the full-time staff your contact volume and coverage hours require. It is not a quote, but a solid order of magnitude for budgets and statements of work.

Coverage
Your estimate
3.2full-time agents
Workload
630 h / month
Minimum for coverage
1.7 FTE
Suggested model
B · Dedicated team
Discuss this estimate

Simplified estimate: workload hours = contacts × handle time ÷ 60 ÷ 85% occupancy. One full-time agent provides about 130 productive hours per month (after leave, training and breaks). Coverage needs at least two agents per staffed hour for continuity. A real staffing plan also considers arrival patterns, service level targets and channels.

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