From First Enquiry to a Crew That Reports Back

Tell Us What You Need

The team-builder form takes a few minutes and covers everything we need to give you a realistic recommendation rather than a generic one.

What you submit

• Business name and website
• Industry
• Services needed
• Number of agents you have in mind
• Working hours and time zone
• Expected call, chat or ticket volume
• Software you already use
• Current pain points — what is actually breaking

Discovery & Team Plan

We review what you sent and come back with questions. This is where an honest recommendation gets made — including telling you if we think you need fewer agents than you asked for.

What we review

• Your workflow and where agents would sit in it
• Volume, and how it is distributed across the day
• Agent requirements — experience, language, skills
• Schedules and coverage gaps
• Tools agents would need access to
• Scripts you have, and the ones that need writing
• KPIs that would show whether it is working
• Escalation rules and who owns them

Receive Proposal

Everything in writing, including the costs that sit outside the hourly rate. You should be able to read it and know exactly what you would be committing to.

What the proposal includes

• Recommended agent count, with the reasoning
• Hourly pricing per agent
• Monthly estimate based on the agreed schedule
• Coverage hours and shift pattern
• Telecom estimate where the campaign involves calling
• Setup requirements, and any setup cost
• Expected onboarding scope and realistic timeline

Provide Training Material

This is the step that determines how well the whole thing works. Agents can only know what you have documented — and campaigns that skip this step are the ones that underperform.

What you supply

• Product and service information
• Scripts and approved talking points
• FAQs — the real questions, with the real answers
• CRM and system access with appropriate permissions
• Escalation contacts, with a named backup
• Policies and authority limits, with actual numbers
• Sample calls or chat transcripts
• Email templates you already use

Agent Selection & Training

Agents are assigned based on what the campaign actually needs — the experience level, the language, the tolerance for a technical queue or a difficult conversation.

Training covers

• Product knowledge, tested rather than assumed
• Scripts, with the reasoning behind them
• Your CRM and the workflows agents will perform
• Call handling and tone
• Chat etiquette and response targets
• Escalation rules and authority limits
• Scenario practice on the difficult cases, not just the easy ones

Trial / Pilot

Starting with two agents on a defined scope is itself a low-risk way to evaluate the arrangement. Prove the workflow, review real conversations, tighten the scripts, then scale.

• Start with 2 agentsThe smallest viable team, on a clearly defined scope.
• Test the workflowDoes the routing work, does the access work, does the escalation path reach someone.
• Review qualitySample real conversations together in the first weeks.
• Improve the scriptsClose the gaps the question log revealed.
• Then scaleAdd agents once the data supports it.

Go Live

Agents start on the agreed schedule and reporting begins immediately — not after a settling-in period during which you cannot see anything.

Before the first live contact

• All system access created and tested by the agents themselves
• Scripts approved in writing
• Escalation contacts confirmed reachable
• End-to-end test completed on every channel in scope
• Reporting format agreed and a sample produced
• Your internal team told the service is starting

Measure & Improve

Reporting is agreed during onboarding and built around what you will actually read. The point is to make the next decision better, not to generate a document nobody opens.

What gets tracked

• Calls handled, by shift and disposition
• Chats handled and first-response time
• Appointments booked, confirmed and attended
• Lead status and disqualification reasons
• Response time against your target
• Tickets resolved and backlog trend
• Escalations raised, with reasons
• Agent availability and attendance
• QA scores, where formal QA is in place

Scale

Add capacity when the data says so, not when it feels busy. New agents need training time on your material, so give reasonable notice rather than expecting capacity the same week.

Signals it is time to add an agent

• Peak-hour queue regularly exceeds your target wait time
• Abandoned calls or chats climbing above your threshold
• Follow-up work consistently pushed to tomorrow
• Coverage gaps whenever someone takes leave

1. 2 agents Where everyone starts
2. 3 agents Scale when volume justifies it
3. 5 agents Scale when volume justifies it
4. 10 agents Scale when volume justifies it
5. 20+ agents Scale when volume justifies it