About RH International Ltd.

Who we are

RH International Ltd. is a customer support and business process outsourcing company. We build dedicated teams - trained, supervised, full-time people who work on one client's account - for organisations that need human service at a scale or a cost they cannot reach in-house.

We have been operating for over two decades. Our delivery base is India, with a UK onshore and nearshore option where a client's customers genuinely require a local voice. Current headcount, seat capacity and performance figures are published on our homepage, each with the period it was measured over and the caveats that apply, because a figure without that context is decoration.

What we actually do

Two things, in practice. We answer contacts your customers initiate - by phone, live chat, email, WhatsApp and social media - and we run the back-office processes that sit behind those contacts, from order administration to invoice processing.

The delivery model is deliberately narrow. We provide dedicated agents, from a minimum of five, who work only on your account. We do not run shared pools where one person answers for six brands, because an agent handling six accounts cannot hold your refund policy in their head, and it shows in resolution rates. The full range of services sets out what we cover.

How we got here

The company began in outsourced customer contact and has stayed there. Over that period the channel mix changed completely - voice-dominated queues became omnichannel operations where a customer may open on WhatsApp and finish on the phone - and the technology changed underneath it more than once.

What has not changed is the unit of delivery: a named team of trained people, accountable for a defined scope, measured against a written standard. Every significant shift in the industry since has been about giving those people better tools, not replacing them.

Scale and delivery

We operate a multi-site India delivery base with capacity to run several shift rotations concurrently, which is what makes evening, weekend and round-the-clock coverage possible without borrowing agents from another client's team. Coverage is built from shift units rather than negotiated case by case, so extending hours does not mean reopening the whole arrangement.

Our confirmed registered office is in New Delhi. We also operate and recruit in several other Indian cities. Those are places we staff or hire, not offices a customer can visit, and we will not present them as anything else until there is a verified address to publish. The current list is on our contact page.

People and training

Recruitment is the part of this business that determines everything downstream, and it is where the language question gets decided. We hire for the register a client's customers actually use, and voice roles are assessed on live-style call simulations rather than written tests - reading a second language is a different skill from holding a difficult conversation in it.

Training covers the client's product, systems, tone of voice, policies and escalation rules, and ends in assessment. Nobody takes a live contact before passing. After go-live, coaching runs on a cycle driven by what quality reviews actually find rather than a fixed calendar.

Our India operation staffs Hindi, Hindi-English bilingual, English, Bengali, Nepali and Punjabi as standing capability, with further Indian languages available on request. How each language is recruited and quality-checked is set out under Hindi customer support, which is the worked example.

Quality culture

Quality is a measurement problem before it is a motivation problem. Without a written scorecard, "good service" becomes whatever the loudest complaint says it is that week.

We audit real interactions against a standard agreed with the client, calibrate reviewers against each other so the same interaction scores the same way twice, and report what we find whether or not it flatters us. Recurring failures get root-cause analysis rather than another reminder email - and the cause is frequently not agent performance at all, but a knowledge-base gap, an ambiguous policy or a broken step in the client's own process. Those findings are usually worth more than the score.

Technology and AI

We use automation to remove work nobody should be doing by hand: summarising long conversations before escalation, classifying incoming email by intent, surfacing the right knowledge article while the agent is still typing, drafting a first reply for a human to check.

We do not hand the customer to a machine and hope. A person stays responsible for judgement, tone, exceptions and anything involving money, complaints or vulnerability. Our technology page sets out the platforms our teams work in.

Data protection

Customer support work touches personal data constantly, often read aloud on a call. Access is least-privilege and role-based, agents are trained on verification before disclosure, and recording, retention and any payment handling are configured to each client's requirements and to what the law in their market allows.

RH International Ltd. is registered with the Information Commissioner's Office under reference ZB879055. We describe our processes as data-protection aware and will walk a client's team or data protection officer through them in detail. We do not claim certifications we do not hold, and we would rather lose a tender than imply one.

What we value

Values statements are usually interchangeable, so here are the four we actually make decisions with - each stated in a way you could hold us to.

• Say the limitation first. If we cannot staff a language, hit a timeline or meet a certification requirement, you should hear it in the first conversation rather than during a pilot. Losing a tender honestly costs less than winning one we cannot deliver.
• Measure before asserting. Quality claims mean nothing without a scorecard, a sample and a period. That applies to our own numbers as much as to a client's - which is why every figure we publish carries the period it covers and the caveats that apply.
• Fix the cause, not the symptom. When several agents fail the same way, the problem is usually an article, a policy or a process step rather than the agents. Coaching people around a broken process is the expensive way to hide it.
• People make the judgement calls. Automation removes typing and lookup work. It does not decide what happens to a customer who is upset, out of pocket or vulnerable.

The practical test of all four is what we do when something goes wrong on an account. Our reporting is designed to surface that early, including when it reflects badly on us, because a problem raised late costs a client far more than the discomfort of raising it.

What we will not do

It is worth being explicit, because vagueness here costs clients money later. We are not a managed cybersecurity provider. We do not provide audit, tax advice or regulated financial decisions. In healthcare we provide administrative support only - no clinical advice, no triage. For legal services we handle administration and enquiries, not legal advice. And we do not claim onshore delivery in markets where we do not have it.

Corporate information

RH International Ltd. is a company registered in India, company number U72900DL2007PLC159452, with GST registration 07AADCR5273J1Z4 and MSME registration UDYAM-DL-09-0032501. Our registered office address is published on our contact page.

RH International Ltd. may operate services under trading styles including AnswerPro, AssistPro, AssistX, CareConnect, HelpMate, HelpNow, RapidResponse, ServicePulse and SureAssist. These are trading names of the same company rather than separate products or subsidiaries.

Working with us

Read why organisations choose RHI, see published starting prices and what moves them, or tell us what your customers are contacting you about.

Team and office photos

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