Built-in recruitment engine
Through PWPower - RPO, mass recruitment, workforce management, seasonal and permanent staffing designed to flex with your volume.
Focused on helping UK businesses deliver better customer experiences.
Since 2009, Pusula CX has grown into an international customer operations partner supporting organisations across regulated, multilingual and high-volume environments. For our UK customers, that means proven operational expertise, scalable delivery and the confidence that comes from working with an experienced team.
What this means for our customers
Experienced multilingual recruitmentFlexible delivery across multiple locationsProven support for regulated industriesBusiness continuity built into operationsContinuous investment in people and training
16+years
40locations
9,000+people
18+languages
Building customer operations experience since 2009.
Over the past 16 years, we've continued to invest in our people, delivery capability and multilingual expertise. Each milestone represents another step in building the customer operations partner our clients rely on today.
TodaySupporting organisations across regulated, multilingual and high-volume customer environments.
2024Continued international growth and investment in customer operations, including expansion in UK operations.
2023Reached 9,000 customer experience professionals across 38 multilingual locations.
2020Launched PW Power and expanded the operational footprint and delivery capability to 35 locations.
2019Launched Pusula CX Academy to invest in training and quality.
2017Received the first international customer experience award (ECCCSA).
2016Delivered the first international customer support programme.
2015Expanded into multilingual customer support.
2014Refocused the company’s sector vision and mission around customer experience.
2009Pusula CX was established.
The proof only matters if it reduces buyer risk.
UK buyers need confidence that service quality, reporting, communication and continuity will not degrade after outsourcing. Pusula CX's scale is useful because it supports those controls.
Training academy supports consistent agent readinessRecruitment engine helps scale without UK hiring delaysDistributed sites reduce single-location dependencyMultilingual management keeps language teams from becoming silosTalk to a CX expert
We don't just provide seats. We build capability.
Reliable customer support depends on the infrastructure behind the people. We focus on training, recruiting, quality control and operational continuity.
In-house training academy
Pusula CX Academy - technical and soft skills, continuously updated catalogue, in-class and online delivery to ensure agents pass strict exams before duty.
Business continuity
Distributed multi-location delivery with zero single-site dependency. Maintained uninterrupted 24/7 service during major operational disruptions.
Partnership over procurement
Co-designed service models, phased ramp-up, and KPI-driven performance management that move the focus from seat count to customer resolutions.
18+ languages. Cultural fluency.
For UK businesses operating internationally, or serving diverse domestic markets - native fluency and cultural affinity matter.
EnglishTurkishGermanFrenchItalianRussianArabicPersianDariPashtoKurdishSomaliFlemishUrduAzerbaijaniSerbianUkrainianInternational Sign Language
Resilience designed for real-world disruption.
The distributed delivery model protects customer operations when demand surges or a single location is disrupted.
Demand pressureSeasonal peaks, disruption, new markets or multilingual queues.
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Distributed responseWorkload reallocation across trained teams and delivery locations.
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Service continuityCustomer support remains measurable, controlled and live.
Recognition of our commitment to great customer experiences.
Our focus has always been on delivering great customer experiences for our clients. Industry awards are a welcome recognition of that commitment. Our teams have been recognised for customer service, multilingual operations and operational excellence across multiple international award programmes.
2026Contact Centre World EMEA
1 Gold and 1 Silver medal across Europe, the Middle East and Africa.
GoldBest Emergency ServiceSilverBest Contact CentreView award details
2024Bilişim 500 / IT 500
Ranked 39th in Turkey-based call centre services.
IT 500 ranking39th in Turkey-based call centre servicesView award detailsStevie Awards
Communication Centre of the Year
View award details
2018-2021ACE Awards
Customer Satisfaction Excellence
View award details
2017ECCCSA Awards
Most Liked Multilingual Call Centre, Jury Special Award
View award detailsOperational compliance built in.
Operating in highly regulated fields like telecom, utilities, and finance requires robust data control and operational resilience.
Performance proven across complex environments.
Examples of how Pusula CX supports complex, multilingual and regulated customer operations.
Airline passenger support
Metric: 15 languages, 24/7
With its expanding global flight network and growing customer base, the Airline Company recognized the need to integrate passenger experience into a digital and omnichannel structure. High-volume and multilingual call management was required for reservations, ticketing, baggage, and frequent flyer program transactions. To meet this need, the Airline partnered with Pusula CX to deliver a comprehensive customer experience solution.
Result: 82.4% of inbound calls answered within 20 seconds, 91.7% elite line answer rate and 4.5/5 post-call satisfaction.
Read customer story
Humanitarian multilingual counselling line
Metric: 2,000+ calls per day
A sensitive, multilingual service covering referrals, counselling, case processing, reporting and protected personal data for foreign nationals in need of assistance.
Result: Pusula CX did not merely respond to calls; it offered a systematic solution that directly contributed to each individual’s right to protection.
Read customer story
Telecom customer operations
Metric: 24/7 operations
The global telecommunications company required an outsourced customer experience solution to effectively manage customer demands, including inbound information updates and customer transaction requests, and outbound sales and information calls.
Result: Pusula CX established a customer satisfaction-focused customer experience infrastructure, covering both inbound and outbound processes. With its performance model and quality control mechanisms, it achieved high customer satisfaction and operational efficiency.
Read customer story
Banking customer experience service
Metric: Confidentiality and Auditability
A private bank was seeking a customer experience service that would proactively manage customer interactions in accordance with high audit standards and include both inbound and outbound call support. The project had to be carried out in compliance with banking sector regulations and high confidentiality standards.
Result: Pusula CX has demonstrated exemplary partnership performance in the areas of security, compliance, and operational efficiency by implementing the private bank’s operations from scratch.
Read customer story
Let us improve customer support for your business.
Share where demand, cost or language coverage is creating pressure. Pusula CX can help map a practical route forward.