How it works
From first conversation to fully managed support.
Setting up a support team is an operations project, not a purchase. This is the sequence we follow, what we need from you at each stage, and what you get back.
What we ask you for
To scope properly
- Contact volume by channel, and how it moves through the year
- The helpdesk, CRM and other systems the team would work in
- Your current response and resolution expectations
- Access to the policies and product knowledge training depends on
- A named person on your side who can approve decisions
If some of this does not exist yet, that is common — establishing it is usually the first piece of work.
How it works
From first conversation to fully managed support.
Five stages with a decision point at each one. Nothing goes live until you have seen the team structure, the training plan and the targets.
- 01
Understand
We learn about your customers, support volume, channels, systems and business requirements.
A working session, not a sales call.
- 02
Design
We recommend the right team structure, channels, working hours and KPIs.
You see the staffing logic behind the number.
- 03
Prepare
Our team is trained on your products, processes, systems and support standards.
Training material stays with the account.
- 04
Launch
We begin with an agreed implementation or pilot period.
Scope and review dates set in advance.
- 05
Improve
We monitor performance, review KPIs and continuously improve the operation.
Reporting on a cadence you choose.
A first conversation is a scoping call, not a pitch.
What you actually get
More than agents.
A managed support operation.
Hiring agents is the visible part. What keeps a support team performing is recruitment, training, supervision, quality review and reporting — and that is the part we own.
01
Recruit
We source and assess agents against your role profile, including written and spoken English screening.
02
Train
Product, policy, tooling and tone. Training is documented so it can be repeated for every new joiner.
03
Deploy
The team goes live inside your systems, on the coverage pattern agreed with you.
04
Manage
A team lead owns scheduling, day-to-day supervision and escalation — not you.
05
Quality Check
Conversations are sampled and scored against a rubric you have seen and approved.
06
Measure
Performance is reported against the KPIs agreed at the start, on a set cadence.
07
Improve
Findings feed back into training, macros and process. The operation is reviewed, not left running.
Recruitment, training, team management, quality assurance, reporting and continuous improvement are all included — so what you manage is an outcome, not a rota.
Performance
Performance you can measure.
Before anything goes live we agree which metrics matter to your business, what each one means, and what good looks like. The team is then measured against those, on a reporting cadence you choose.
The panel below is the shape of the reporting, not a result. Every value stays empty until targets are set with you — we would rather show you the framework than a number we invented.
Performance overview
Example KPI set · awaiting client targets
CSAT
All channelsCustomer Satisfaction
TargetHow customers rate the conversation after it closes.
FRT
Email · ChatFirst Response Time
TargetHow long a customer waits for a first human reply.
Resolution Time
All channelsTargetHow long a case takes from arrival to close.
FCR
Voice · ChatFirst Contact Resolution
TargetShare of cases closed without the customer coming back.
QA
All channelsQuality Score
TargetSampled conversations scored against an agreed rubric.
Sampling Coverage
Quality monitoringTargetHow much of the queue the quality score actually stands on.
SLA Adherence
All channelsTargetShare of contacts handled inside the agreed targets.
Save & Retention Rate
Sales & retentionTargetRenewals, saves and reactivations from support contact.
KPIs are tailored to each client's requirements
Where control sits
Outsourcing support should not mean handing over your customers
The split below is the one we work to. It is written into the operating plan so nobody has to remember what was said on a call.
You keep
- Ownership of your customers, your data and your tooling
- Sign-off on tone, policy limits and anything customer-facing
- The final word on escalation rules and what agents may promise
- Visibility of who is on your account and how they are performing
- The right to end or resize the engagement on agreed notice
We take on
- Recruiting and assessing agents against your role profile
- Training, documentation and onboarding every new joiner
- Scheduling, shift coverage and day-to-day supervision
- Quality sampling, scoring and coaching follow-up
- Reporting against the agreed KPIs, including the months it dips
Sequence
What happens between the first call and go-live
We do not publish a launch time in weeks, because it depends on team size and how much product training the role needs. What we can publish is the order of events.
First call
A working conversation about volume, channels, systems and where the queue is slipping. Roughly an hour.
Operating plan
Team structure, coverage windows, KPI set, tooling and a dated plan for recruitment, training and go-live.
Pilot or launch
An agreed scope with review dates set in advance, so both sides know what success looks like before it starts.
Review rhythm
Performance reviewed on the cadence you choose, with findings feeding back into training and process.
FAQ
Questions buyers actually ask
Short answers here. The detailed version depends on your volume, channels and systems — which is what a first call is for.
Can you provide dedicated agents?
Yes. Agents assigned to your account work on your account. You know who they are, they learn your product properly, and they are not rotated across unrelated clients between shifts.
How quickly can a team be launched?
It depends on team size, channel mix and how much product training the role needs. We give you a dated plan covering recruitment, training and go-live during the design stage rather than a headline number up front.
Can we start with one or two agents?
Yes, and it is often the sensible way to start. A small team lets both sides test the process, the training and the reporting before you commit to more capacity.
How do you measure agent performance?
Against the KPIs agreed with you before launch — response and resolution times, quality scores from sampled conversations, and outcome measures relevant to your channels. Scoring uses a rubric you have seen and approved.
Can your team work our business hours?
Coverage windows are agreed at the design stage and staffed by shift. We will tell you plainly what a given team size can cover and what it cannot, rather than promising blanket availability.
Can we provide our own CRM or helpdesk?
Yes, and we prefer it. Your team works inside your tools so your data, ticket history and reporting stay in your systems and under your control.
Can you support multiple time zones?
Yes, through shift patterns designed around the markets you serve. The practical limit is team size — we will be direct about what coverage a given headcount can sustain.
Can support teams scale as our business grows?
Yes. Adding capacity follows the same recruitment, training and quality process as the original team, so growth does not dilute the standard. Notice periods for scaling up or down are agreed in the contract.
Can you monitor quality for agents we employ ourselves?
Yes. Quality monitoring is available as a standalone service. We build the rubric from your policies and a sample of real conversations, you approve it, and we sample, score and calibrate against it. Because the agents are not ours, there is no incentive to score generously.
How much of the queue does quality review actually cover?
That is agreed as a written sampling plan, sized to your volume and risk — heavier at launch and on high-impact contacts like refunds and billing, lighter on routine work once scores hold steady. We report sampling coverage next to the score, so you always know how much the number is standing on.
Low-risk start
Not ready to hand over your whole support operation?
Start with one or two agents on a single channel, or a fixed-term project team for a peak you already know is coming. We learn your processes, train the team and report against agreed KPIs — and you decide what happens next at a date set in advance.
What a pilot includes
Agreed scope
Channels, hours and volume fixed up front
Trained team
Your product, tools and tone before go-live
Defined review
A date to look at the numbers together
An exit
Extend, adjust or stop — decided at that review