+74
Net Promoter Score
98%
Client Retention
40
–
60%
Cost Savings
97%
SLA Performance
The Culture
The Culture Behind the Scores
More than half of our 1,600+ people work from offices designed to support the whole person; the rest work remotely with the same care and investment. People who want to stay deliver the kind of support customers want to come back to.
“Real success is building a business where people want to stay.”
Sam Darwish
Founder & CEO, The Functionary
Our Approach
Long-Term Results Where Other Providers Fall Short
Your business has its own customers, systems, workflows, and service requirements. Finding people to do the work is one part of the challenge. Keeping costs down, maintaining quality, and adapting as your business changes is another part.
The Functionary brings all three together: teams built around your operation, AI-assisted tools that improve quality and consistency, and the flexibility to adjust as your business grows.
Flexibility Built Around Your Business
Choose the skills, locations, hours, and level of management that fit your operation, without being locked into fixed-term contracts. Our teams work inside your existing systems and processes, with the flexibility to take on different responsibilities, add coverage, or adjust as your business needs change.
AI-Assisted Operations and Quality Assurance
We combine experienced people with AI-assisted tools to improve how work gets done. RightCX helps agents find information and follow processes, while automated QA can review 100% of supported interactions. Our QA and management teams use that information to identify gaps, coach agents, and improve performance.
Performance Measured by Your Satisfaction
Meeting SLAs and performance targets is part of the job, but those numbers don't always tell the whole story. We measure our success by how satisfied you are with our service, how well we're supporting your business as it grows, and whether we're meeting your expectations. Our teams stay closely involved, listen to feedback, and make adjustments when something isn't working, even when the numbers look good.
Why Clients Choose The Functionary
A Team Committed to Making It Work for You
Clients come to us for different reasons. Some want to lower costs; others need specialized talent, better coverage, or more flexibility. Finding the Right Fit means building around what each client needs and continuing to adjust as their business changes. They stay because our teams get to know their business and take ownership of the work.
We invest in hiring, training, and developing our people so clients have experienced teams who understand their business and customers. Our managers stay involved, listen to feedback, and work closely with clients to keep improving service over time.
Don’t Take Our Word for It
“I’ve been in field services for over 15 years. The Functionary is the only partner that didn’t try to force us into a mold. They build around how we work, and that’s why it works.”
Nate Reiners
Hyperion Partners
“The Functionary has been the perfect match of customer service, technical strength, and flexibility…”
John Bailey
SVP, Operations, ENTOUCH
“The Functionary is a game-changer for contact centers and technology-driven operations.”
RD Patel
Chief Financial Officer, New Leaf
CONTACT US
Let's Find the Right Fit for Your Business
You know what your customers expect and where your current operation could work better. Tell us what you're trying to improve, whether that's lowering costs, maintaining service quality, or finding a team that can adapt as your business changes.
We'll start with your needs and expectations, then work with you to build a solution that fits how your business operates.
