Birchy
Outsourcing & BPO
Research

Simply Contact — data sheet

Headquarters
Poland — Delivery from Poland, Romania, Moldova, Bulgaria, Ukraine, Slovakia and the Czech Republic
Operating since
2013
Score
74.6 of 100 · rank #2 of 8 · tied with Foundever
Tier
Leader
Delivery Proof (of 45)
36.6
Capability Fit (of 55)
38

Evidence on file

Each line is a datapoint with its grade. Grades are the ones the anchors act on: a sub-criterion scored 5 requires at least one E1 or E2 source, and evidence that is entirely E3 caps the sub-criterion at 3.

  • Founded 2013, Ukraine E2
  • 850 agents across eight European delivery locations, handling 10M+ customer requests annually in 30+ languages — stated consistently across simplycontact.com. Sits in the 300–1,999 FTE band (A2.2 anchor 3, unchanged from the superseded “500+” figure) E2
  • Scale is consistent across sources: the G2 seller profile was updated to 850 by the company on 22 Aug 2026, closing the earlier “700+” cross-source lag E2
  • Clutch: 26 reviews. Review summary cites concrete outcomes (response times, CSAT) and includes critical notes (varying language proficiency across agents) — critical detail is a positive substance signal per the anchor E2
  • Wizz Air case: 5+ yrs, 200+ agents, 85% utilization year-round, 80% of calls in 35s, named project lead E2E3
  • Ditto Music outcomes externally corroborated via ECCCSA/UKCXA award press coverage; Presidential Office hotline (2,000 requests/day) E2
  • ECCCSA Gold, Best Crisis Management 2022, independently covered (CX Today, Contact Centre Summit); ECCCSA 2023 Highly Commended, Most Effective Improvement Initiative; ECCCSA bronze + UKCXA silver 2025 (Ditto AI partnership, Scotsman coverage); Stevie Silver 2025, Contact Center/Customer Service Outsourcing Provider of the Year; Stevie Bronze 2025, Best Use of Technology; TITAN Gold; Globee Gold AI 2025; CX Today 2025 Best Customer Service BPO E2
  • ISO 27001 certified and current, plus ISO 27701 (PIMS) certified, across site/G2/Crunchbase E2E3
  • Certifications (ISO 27001, ISO 27701, PCI DSS, HIPAA) publicly presented with descriptions on simplycontact.com/our-awards/ (E2 via consistent multi-page statements); certificate identifiers not published — E5, as for every provider in this field. A3.4 anchor 3, tied for the field’s strongest position on this sub-criterion.
  • PCI DSS stated as certified consistently across sources; HIPAA compliance; GDPR posture. Attestation document verification pending E2E3
  • Glassdoor 4.8, 32 reviews — just above the 25-review confidence floor; check recency E2
  • Delivery across seven countries — Poland, Romania, Moldova, Bulgaria, Ukraine, Slovakia and the Czech Republic; operated through full-scale invasion including growth E2
  • 80%+ CSAT / 90%+ QA published consistently; client-attributed NPS improvement quote E2E3
  • No Everest/ISG/NelsonHall coverage found — the A2.3 anchor-5 route is unavailable E2
  • No COPC/ISO 18295 operations certification found E5
  • No public trust page with certificate numbers, scopes or dates found; no public DPA/subprocessor list found E5
  • Agent attrition: 2–5% monthly per company statements; consistent with published average tenure of 1.9 years E3

Criterion scores

Sub-criterion anchor scores in criterion order, with the weighted criterion total computed from them. Multiply each anchor by its sub-criterion weight over five and sum: that is the whole arithmetic, and it is why this total can be checked without taking anyone's word.

Code Criterion Sub-criterion anchors Weighted Max Note
A1 Independent client evidence 4 / 4 / 5 12 14 A1.3 revised 3 → 5 in v2: ≥4 named/dated/quantified cases across ≥2 industries with external corroboration, <24 months old. A1.1 recency distribution still unverified — needs per-review dates.
A2 Market presence & tenure 5 / 3 / 4 6.2 8 A2.3 revised 3 → 4 in v2: multiple juried awards with independent press exceed anchor 3; anchor 5 stays reserved for analyst-evaluation coverage. A2.2 unchanged at anchor 3 under the corrected scale figure (850 agents remains inside the 300–1,999 band).
A3 Certifications & compliance 4 / 3 / 3 8.4 12 A3.1 revised 3 → 4 (ISO 27001 + ISO 27701). A3.4 sits at 3: certificates are publicly presented with descriptions, but numbers, scopes, dates and auditor are not published — an E5 gap shared field-wide. Anchor 3 is the top of this field: Teleperformance, Foundever and Conectys also reach 3, and no provider reaches 5. Under calibration decision 1 (v1.1) A3.3 is removed as a standalone sub-criterion.
A4 Delivery stability 5 / 5 6 6 A4.2 revised 4 → 5 in v2: external corroboration requirement satisfied by ECCCSA Gold for crisis management with independent press coverage of wartime service continuity.
A5 Transparency & verifiability 4 / 4 4 5 Both revised 3 → 4 in v2. Anchor 5 on org transparency additionally requires a published pricing model and clear entity structure; currently partial.
B1 Service scope & channels 4 / 2 / 2 4.4 8 B1.1 revised 3 → 4: omnichannel evidenced in G2 reviews naming channels incl. social. Anchor 5 requires an advanced channel (in-app/video) evidenced in production.
B2 Language & geographic reach 3 / 5 / 4 7.8 10 B2.1 held at 3 pending the hiring-data verification for the full claimed language list.
B3 Quality management system 3 / 4 / 5 7.8 10 B3.3 revised 3 → 5: Wizz seasonal WFM with numbers plus the hotline launch = multiple evidenced ramps. B3.1 unchanged — no external QA validation.
B4 Security & data protection operations 3 / 2 / 3 4.4 8 B4.1 tied to the A3.1 certificate verification. B4.2 held at 2: no public DPA or subprocessor list.
B5 Flexibility & commercial model 3 / 4 / 3 4.6 7 B5.2 revised 3 → 4: 200+ agent ramp plus seasonal elasticity evidenced.
B6 Technology & AI operations 3 / 4 / 3 4.8 7 B6.2 revised 2 → 4 (Globee Gold Best Use of AI 2025; ECCCSA-recognized AI partnership; stated HITL design in the Wizz case). Anchor 5 requires client-attributed outcome numbers.
B7 Vertical expertise 5 / 3 4.2 5 B7.1 revised 4 → 5: travel at full depth plus music/media with external recognition = ≥2 verticals, one externally recognized.

Axis A subtotal 36.6 of 45 · Axis B subtotal 38 of 55 · total 74.6 of 100. Each weighted figure is (anchor score ÷ 5) × sub-criterion weight, summed — the rule printed in the appendix.

Corrections applied

Facts amended since the evidence pass, with what changed and what it did to the score. The worksheet in the status box above is left as it was found — a correction is a later fact, not a rewrite of the record.

Date Item Was Now Effect on score Source
2026-08-26 Delivery footprint Recorded as “UA ×4, PL, RO, BG, MD” — five countries. Delivery from Poland, Romania, Moldova, Bulgaria, Ukraine, Slovakia and the Czech Republic — seven countries. No score change applied. Geographic reach is scored under B3, and the anchor asks for hub locations corroborated beyond the provider’s own claim; this correction is provider-supplied and its grade for the two new countries is not yet established. Flagged for the next verification pass rather than re-derived silently. Provider (pre-publication)
2026-08-26 Headquarters Recorded as “Ukraine, EU hubs”. Headquarters is Poland. The delivery footprint is unchanged: four Ukrainian sites plus Poland, Romania, Bulgaria and Moldova. No score change. Headquarters is an inclusion test (European-headquartered), not a scored criterion, and Poland satisfies it as Ukraine did. Delivery geography, which is scored, is untouched. Provider (pre-publication)
2026-08-22 A3.1 — ISO 27001 standard version Worksheet recorded the certificate as ISO/IEC 27001:2013, flagged against the October 2025 transition deadline. The “:2013” attribution is withdrawn. It originated in a single old third-party article; the provider’s own substantive pages never carried the superseded version, and the stale information has since been updated at source. No score change (A3.1 stays 4 on ISO 27001 + ISO 27701). The version-currency red flag is withdrawn — it was never a provider inconsistency. Nothing further is awaited on this item. Provider (pre-publication)
2026-08-22 A5.1 — attrition figure Two conflicting public figures logged, neither preferred. The figure is 2–5% monthly, consistent with the published 1.9-year average tenure. The “2–5% yearly” phrasing on the company’s SaaS-support page was a typo and has been fixed at source. No score change (A4.1 runs on the Glassdoor 4.8 signal). The A5.1 inconsistency flag is cleared. A5.1 stays at anchor 4 because its 5-anchor asks for materials citing certificate identifiers, an E5 gap across the whole field. Provider (pre-publication)
2026-08-22 A2.2 — delivery scale Worksheet recorded “500+ employees, corroborated via own blog + Clutch”. 850 agents across eight European delivery locations, handling 10M+ customer requests annually in 30+ languages, stated consistently across simplycontact.com. The G2 seller profile, which briefly lagged at “700+”, was updated to 850 by the company on 22 Aug 2026 — the cross-source lag is closed and site and G2 now agree. No score change. 850 sits in the same 300–1,999 FTE band, so A2.2 holds at anchor 3. Scale is scored once, at 3 points of 100, by design. The A5.1 cross-source consistency item is clean. Publisher-confirmed (pre-publication)

Flags and open questions

  • A3.1: CLOSED. The certificate is current; the “:2013 past transition deadline” warning came from stale third-party content and is withdrawn. Nothing in the certification area is awaiting confirmation.
  • A3.4: settled at anchor 3. Certifications are publicly presented with descriptions; certificate identifiers are not published, which is graded E5 rather than treated as an open action, because no provider in this field publishes them. Anchor 5 (a trust page carrying number, issuing body, validity dates and scope) is unclaimed across all eight.
  • A3.2: “compliance” vs attested/certified status with scope remains unresolved; attestation document verification pending.
  • B4.2 held at 2: no public DPA, no published subprocessor list, no named DPO. This one is a genuine gap rather than a field-wide E5, and remains the cheapest available point on the board.
  • A5.1: CLOSED on both open items. No attrition conflict remains — the figure is 2–5% monthly, and the earlier “2–5% yearly” phrasing on the company’s SaaS-support page was a typo, fixed at source. Scale is now consistent across site and G2 (G2 updated to 850 on 22 Aug 2026). A5.1 sits at anchor 4 rather than 5 because its 5-anchor asks for materials that cite certificate identifiers, which is an E5 gap across the whole field rather than an outstanding action here.
  • The language-proficiency criticism in the Clutch reviews appears in the data sheet by design and is not to be sanitized.
  • Largest remaining evidence gap: Certificate identifiers not published

Reading of the evidence

A category projection also exists in the worksheet: under the declared weight variant for travel & aviation (B7, B2, B3.3, B5.2, A4.2 up-weighted), this provider projects ≈84–88 at position #1. That is a category view under printed weight deltas, not a flagship score.

Challenge this sheet

Every line above is meant to be checkable. If a datapoint is wrong, out of date, or missing a certificate identifier we could not find, the corrections process is open: submit the evidence and the score is re-derived through the anchors. Facts are correctable; scores follow facts. Accepted corrections are logged in the changelog.