Live chat
Web and in-app live chat. Median first-response tracked at the dashboard; AHT and CSAT scored against the buyer's rubric.
Customer support
Managed Indonesian customer support pods — CSAT, AHT, FCR dashboards
Zipang runs chat, email, voice, WhatsApp, and helpdesk support pods against your rubric. 5-gate screening funnel, weekly CSAT/AHT/FCR/queue-SLA dashboards, 7–14 day ramp, 30/90-day replacement guarantee. All-in USD 600–1,500 per agent per month under PT Lima Cakar Bumi.
Zipang runs managed Indonesian customer-support pods for chat, email, voice, WhatsApp, and helpdesk channels. CSAT (post-ticket survey), AHT (handle time per ticket), FCR (first-contact resolution), and queue SLA are tracked weekly against the buyer's rubric on a shared KPI dashboard; production is run under the same 5-gate screening funnel and PT Lima Cakar Bumi EOR that backs the operator's 432 deployed professionals across AI annotation, data ops, and content moderation. Pricing is all-in USD 600–1,500 per agent per month — base salary, PPh 21, BPJS Kesehatan, BPJS Ketenagakerjaan, THR, severance reserve, supervisor, and the 30/90-day replacement guarantee are bundled; voice has a $50/agent/month channel add-on, WhatsApp $30, helpdesk $20. A pilot pod ramps from signed SOW to first CSAT-scored shift in 7–14 days; full production teams of 50–200 agents typically ramp in 3–6 weeks with phased onboarding, and the program is run against the buyer's tickets, not a generic queue.
$600–1,500 / agent / month all-in · 7–14 day ramp · 30/90-day replacement · chat · email · voice · WhatsApp · helpdesk.
Channel coverage
Chat, email, voice, WhatsApp, helpdesk — one funnel, your queue
The same 5-gate screening funnel backs every channel. Voice has a $50/agent/month add-on for telephony; WhatsApp is $30; helpdesk / ticketing is $20. The 5th gate is a paid trial scored against the buyer's actual CSAT and AHT targets.
Email support
Tier-1 and tier-2 inbox triage. SLA, FCR, and deflection rate tracked weekly.
Voice (inbound + outbound)
PSTN, SIP, and cloud telephony. Call recording, QA scoring, and disposition tagging bundled. Voice has a $50/agent/month channel add-on for telephony infrastructure.
WhatsApp Business
WhatsApp Business API integration, template-message triage, and broadcast support. $30/agent/month channel add-on.
Helpdesk / ticketing
Zendesk, Freshdesk, Intercom, Salesforce Service Cloud. SLA, queue, and macro-rubric tracking built in. $20/agent/month channel add-on.
How a pod ramps
From queue scope to first CSAT-scored shift in 7–14 days
The same 5-step operator flow that backs /employers/how-it-works, scoped for customer support work. The fifth step tracks CSAT, AHT, FCR, and queue SLA against your rubric.
- 1Step
Scope the queue and channels
Buyer shares ticket volume by channel, target CSAT, AHT, FCR, and the languages / shifts they need covered. Zipang's account manager drafts a queue plan and a paid trial scored against the buyer's actual tickets.
- 2Step
Run the 5-gate funnel
Candidates pass CV review, English proficiency, role-specific CS simulation, structured video interview, and a paid trial scored against the buyer's CSAT and AHT targets.
- 3Step
Approve the shortlist
Redacted profiles unlock in the client portal. Names stay hidden until the buyer approves and the candidate consents.
- 4Step
Contract and onboard
PT Lima Cakar Bumi issues the PKWT/PKWTT contract, registers BPJS Kesehatan and Ketenagakerjaan, and sets up the helpdesk / WhatsApp / voice access.
- 5Step
Run production with KPI tracking
CSAT, AHT, FCR, and queue SLA are tracked weekly against the rubric. The 30/90-day replacement guarantee covers fit and non-performance.
Pricing
All-in per agent, anchored to the 2026 Jakarta UMP
The regulatory floor is the 2026 Jakarta UMP (IDR 5,729,876, ~$342) plus 10.2% BPJS Ketenagakerjaan — that's ~$400/month all-in labor cost. The buyer invoice is the customer support role band on top.
Regulatory floor — DKI Jakarta
IDR 5.729.876
2026 UMP (≈ $342 USD / month)
+ 10.2% BPJS Ketenagakerjaan (JHT 2% + JP 1% + JKK 0.24–1.74% + JKM 0.3%) = ~$400 / month all-in labor cost.
Customer support — buyer invoice
USD 600–1500/ agent / month, all-in
- 5-gate funnel — CV, English, role quiz, video interview, paid trial
- CSAT / AHT / FCR / SLA dashboard — weekly, shared with the buyer
- 30-day fit replacement + 90-day non-performance replacement
- PT Lima Cakar Bumi EOR — PPh 21, BPJS, THR, severance, year-end SPT
Production proof
Same funnel, named clients, published numbers
432 professionals
Deployed
208 in active production
In active production
3.4M production tasks / month
Production tasks / month
90%+ sustained accuracy in Transperfect Dataforce programs
Sustained accuracy (Transperfect Dataforce)
88%+ 12-month retention across the operator's book
12-month retention
7–14 days from signed SOW to first productive shift
Time to first shift
30-day replacement guarantee for fit and skill issues, 90-day for non-performance
Replacement guarantee
50–70% below US in-house equivalents for the same role
Vs US in-house
Named clients on the same 5-gate funnel
- Transperfect Dataforce
- ByteDance / TikTok
- Kuaishou
- PUBG Mobile (Tencent Games)
- 100+ hypermarket retail network in France
Customer support FAQ
Hiring a customer support pod through Zipang
What channels does Zipang's customer support pod cover?
Live chat, email, voice (inbound and outbound), WhatsApp Business, social media DMs, and helpdesk / ticketing systems (Zendesk, Freshdesk, Intercom, Salesforce Service Cloud). The pod is staffed per channel mix — chat-only, voice-only, or blended. Voice has a small channel fee (~$50/agent/month) for telephony and call-recording infrastructure.
How are CSAT, AHT, FCR, and SLA tracked?
Zipang's KPI dashboard pulls CSAT (post-ticket survey), AHT (handle time per ticket), FCR (first-contact resolution), and queue SLA (median time to first response) on a weekly cadence. The dashboard is shared with the buyer's account manager; escalations are handled at the 5-gate funnel's Step 5 by the dedicated Zipang supervisor.
How quickly can a pod start taking tickets?
Most roles go from signed SOW to first productive shift in 7–14 days. The driver is the paid trial at the 5th gate of Zipang's screening funnel — you see CSAT and AHT numbers on your own queue before committing to a full ramp. Larger teams (50+ seats) typically ramp in 3–6 weeks with phased onboarding.
What does the buyer pay?
All-in USD 600–1,500 per agent per month. The 2026 Jakarta UMP floor (IDR 5,729,876, ~$342) plus 10.2% BPJS Ketenagakerjaan lands the all-in labor cost at ~$400/month; the role band is the buyer's invoice on top. PPh 21, THR, severance, and year-end filings are bundled. Voice has a $50/agent/month channel add-on; WhatsApp is $30; helpdesk is $20.
Does Zipang sign the contract as the employer?
Yes. PT Lima Cakar Bumi is the legal employer of record — every Zipang hire is on its payroll. The same entity handles PPh 21, BPJS Kesehatan, BPJS Ketenagakerjaan (JHT 2% + JP 1% + JKK 0.24–1.74% + JKM 0.3% = 10.2% all-in), THR, severance under UU 13/2003, and year-end SPT filing.
Can the pod scale up or down?
Yes. The pricing model is per agent and works the same way for a 3-agent pilot and a 200-agent program. Volume discounts apply at 50+ seats. The 30/90-day replacement guarantee covers fit and non-performance for every seat on the contract, not just the pilot. Shift patterns include APAC full (GMT+7), EMEA morning overlap, US evening (overtime, +8%), and 24/7 follow-the-sun (+15%).
What is the 30/90-day replacement guarantee?
A 30-day replacement guarantee covers fit and skill issues — if an agent is not the right match in the first month, Zipang replaces them at no cost. A 90-day replacement guarantee covers non-performance — if CSAT, AHT, or FCR KPIs are not met through the first quarter, Zipang replaces them too.
Ready to start a customer support pod?
Free client registration gives you portal access to the redacted talent bench and a paid-trial rubric. Most pilot pods hit first CSAT-scored shift in 7–14 days.
Reviewed by Yoseph Gratika, Founder & CEO (PT Lima Cakar Bumi). Last updated 2026-06-16. The 5-gate funnel, EOR layer, and production-proof numbers are the same operator assets used across all Zipang pods. Methodology and regulatory references are at /methodology.