From first call to a live queue in about two weeks
You choose the agents, you set the SLA and you see the numbers every week. Here is exactly what happens at each stage.
The four stages of setup
- Days 1 to 3
Scope
A 45-minute workshop with your support lead. We collect volumes by hour, top contact reasons, macros, policies, tone of voice and current metrics, and agree SLA targets in writing.
- Days 4 to 8
Select
For each seat you get two or three candidates who passed all five checks, with their English scores, typing result, a recorded call and a written reply. You interview them for 15 minutes each.
- Days 9 to 14
Train
Agents learn your product in your own helpdesk. We build decision trees for your top 20 contact reasons and test agents on real past tickets before they go live.
- Days 15 to 45
Pilot
One queue goes live. For the first week a team lead reviews replies before they are sent on new contact types. Then you get the weekly scorecard and decide what comes next.
How we run your team once it is live
Every day
- Shift handover notes
- End-of-day summary in a shared Slack channel
- Urgent issues flagged to you within the hour
Every week
- Scorecard: response times, CSAT, quality score, backlog
- Top five contact reasons and what would reduce them
- QA reviews of each agent's conversations
Every month
- Review call with your support lead
- Calibration session on quality scoring
- Plan for seats, hours and new queues
How we score quality
A team lead reviews a sample of every agent's conversations each week against five criteria. You can score the same conversations to check we agree.
| Criterion | What we check | Weight |
|---|---|---|
| Accuracy | The answer is correct and complete | 30% |
| Policy | Refunds, exceptions and data handling follow your rules | 25% |
| Resolution | The customer has nothing left to ask | 20% |
| Tone | Your brand voice, correct spelling and grammar | 15% |
| Records | Tags, notes and fields filled in correctly | 10% |
If you decide to leave
No one should feel locked in to an outsourcer.
- Access to your tools removed on the agreed last day
- Every decision tree, macro and training document we built handed over to you
- A written handover of open tickets and known issues
- Written confirmation that no customer data remains with us