# Client Discovery Checklist

Everything worth answering before a support or sales team is designed for your business. Fill this in before a scoping call — with us or with anyone else.

Provided free by VoiceSupportCrew.

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## Part 1 — Business model

- [ ] What do you sell, in plain language?
- [ ] How do customers typically buy — self-serve, sales-assisted, or both?
- [ ] What is your average order or deal value?
- [ ] Who are your customers, in a sentence?
- [ ] What makes a customer contact you happy or unhappy? Be specific.

## Part 2 — Service channels

- [ ] Which channels do customers currently use to reach you? (phone / chat / email / social / other)
- [ ] Which channel do you want covered first?
- [ ] Which channels are you not ready to outsource yet, and why?

## Part 3 — Current team

- [ ] Who handles this work today, if anyone?
- [ ] What is working about the current setup?
- [ ] What is specifically broken? (missed calls, slow replies, backlog, staff burnout — name it)

## Part 4 — Volume

Rough numbers are fine. "We don't track this" is a valid, useful answer.

- [ ] Calls per day: ______
- [ ] Chats per day: ______
- [ ] Emails/tickets per day: ______
- [ ] Outbound leads per day: ______
- [ ] Busiest hour(s) of a typical day: ______
- [ ] Busiest day(s) of the week: ______
- [ ] Any seasonal peaks? When: ______

## Part 5 — Coverage

- [ ] What hours do you need covered?
- [ ] What time zone(s) are your customers in?
- [ ] Do you need weekend coverage?
- [ ] Do you need after-hours or overnight coverage?
- [ ] Any languages besides English required?

## Part 6 — Systems

- [ ] CRM in use (or "none yet"): ______
- [ ] Helpdesk in use: ______
- [ ] Phone system in use: ______
- [ ] Chat platform in use: ______
- [ ] Any other tools agents would need: ______

## Part 7 — Existing material

- [ ] Do you have written scripts? If yes, how current are they?
- [ ] Do you have a real FAQ document, pulled from actual customer questions?
- [ ] Do you have documented refund/discount/goodwill policies with actual numbers?
- [ ] Do you have escalation contacts already named?
- [ ] Do you have sample calls, chats or emails that show the tone you want?

## Part 8 — Compliance and limits

- [ ] Is any part of your business regulated (insurance, financial, healthcare, legal)?
- [ ] Are there statements agents must never make about your product?
- [ ] Do you have existing do-not-call or suppression lists?
- [ ] Any data-handling requirements beyond standard practice?

## Part 9 — Reporting expectations

- [ ] What do you actually want to see in a report?
- [ ] How often — daily, weekly, monthly?
- [ ] Who on your side will read it and act on it?

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## Scoring your own readiness

Count how many items above you could answer right now without guessing.

**Most answered confidently** — you are ready for a detailed scoping conversation.
**About half answered** — a short prep session before scoping will save time on both sides.
**Many unanswered** — that is normal. The gaps themselves are useful information; a good provider will help you close them rather than proceeding around them.

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