Clear Ownership Models
Choose client-managed staffing or fully managed service delivery.
Red Shore Solutions
Why Teams Choose Red Shore Solutions
Why Teams Choose Red Shore Solutions comes down to accountable delivery, practical governance, and measurable service outcomes. We combine flexible engagement, delivery accountability, and technical depth across support and IT operations, backed by decades of customer support operations experience.
Charlottetown, Prince Edward Island, Canada
Red Shore Solutions is based in Charlottetown, Prince Edward Island, Canada, delivering BPO and IT services with a governance-first operating model designed for reliability, quality, and client confidence.
Decades of Customer Support Operations Management
Our team brings decades of combined customer support operations experience across high-volume, SLA-driven environments. We apply this experience to staffing strategy, quality systems, coaching, escalation governance, and measurable service improvement programs.
We build management systems that operate at both strategic and floor levels: capacity planning, intraday control, queue and backlog governance, and leadership review cycles that keep service performance aligned with business priorities.
Our quality model combines scorecards, calibration, coaching action tracking, and root-cause analysis so quality is managed as a continuous process, not a one-time audit exercise.
This depth of operational experience enables faster, lower-risk execution when launching new programs, scaling teams, or correcting underperforming support environments.
Operational Discipline
Structured QA, coaching, governance, and measurable KPI frameworks.
Integrated Capability
Support operations, infrastructure, and systems integration under one partner.
Friendly, Professional Agents
Our teams are trained for empathetic, customer-first communication that improves experience quality and trust.
Neutral English Communication
We emphasize clear, neutral English communication to reduce friction and improve clarity in every interaction.
Brand and Policy Alignment
We align to your tone, workflows, escalation policies, and compliance expectations from day one.
Powered by FrontLine Software
Red Shore Solutions uses FrontLine, a governance-first operations platform built for BPO environments. This reinforces delivery reliability, compliance readiness, and client transparency.
Governance and Auditability
Approval-driven workflows, immutable audit trails, and effective-dated history for sensitive changes.
Workforce Control
Client/LOB-scoped scheduling, capacity planning, shift-swap approvals, and exception tracking.
QA and Training Discipline
Scorecards, calibration workflows, coaching action tracking, and measurable participation controls.
Service Desk and Operations Support
Project-scoped ticketing, SLA-aware workflows, and asset-linked support for faster root-cause handling.
Client Transparency
Scope-safe, read-only client portal views for operational visibility without data boundary risk.
Security and Compliance Baseline
Multi-tenant isolation, role-based access controls, sensitive-data masking, and encrypted identifiers.
See if we are the right fit
We can evaluate your objectives and recommend the best engagement path.
Book a Discovery Call