Resources
Guides for people buying support, not slogans.
Written for the person who has to make the decision and then live with it. Useful whether or not you end up working with us.
In preparation
What we are writing next
Listed here rather than published as empty pages. If one of these would be useful sooner, say so and we will prioritise it.
- Planning
How to size a first outsourced support team
Working from contact volume, handling time and coverage windows to a headcount you can defend — and why the first number is usually smaller than expected.
- Quality
Designing a quality rubric your team can actually be coached against
What belongs in a conversation-scoring rubric, how to weight it, and the common mistake of scoring tone without scoring resolution.
- Operations
Choosing coverage windows when your customers span four time zones
A practical approach to shift design for businesses selling into the US, UK, Australia and Singapore without promising blanket availability.
Next step
Have a question the guides don't cover?
Ask it directly. We will answer it whether or not there is an engagement at the end of it.