Requirements & Discovery
The stage that determines everything after it. We would rather spend an extra day here than guess.
Every engagement starts the same way: understanding your business well enough to recommend a team that actually fits it. This is not a sales call disguised as a discovery call — it produces the specific information that shapes team design, training and the proposal itself.
What we collect and why
Some of this comes from your Team Builder submission. The rest is gathered in a short follow-up conversation once we have reviewed what you sent.
| Area | What we ask | Why it matters |
|---|---|---|
| Business model | What you sell, how customers buy, average deal size | Shapes agent seniority and script complexity |
| Customer types | Who contacts you and why | Determines the tone and the qualifying questions |
| Service channels | Phone, chat, email, outbound, or a mix | Directly drives the agent count and rate |
| Current team | Who handles this today, if anyone | Reveals what is actually broken versus assumed |
| Volume by channel | Calls, chats, emails, leads per day | The single biggest input to staffing |
| Peak periods | Time of day, day of week, seasonality | Coverage design depends on this more than the daily average |
| Time zones | Where your customers actually are | Sets shift patterns and any premium hours |
| Languages | Beyond English, if relevant | Narrows or widens the agent pool |
| Systems | CRM, helpdesk, phone system, chat platform | Determines access setup and training scope |
| Existing material | Scripts, FAQs, policies you already have | The difference between a fast launch and a slow one |
| Escalation needs | What must reach you immediately versus routinely | Written into the script before day one |
| Reporting expectations | What you actually want to see, how often | Built into onboarding, not bolted on afterwards |
| Compliance limitations | Regulated activity, licensing boundaries | Sets the hard edges of agent scope |
What We Need From You
- Honest volume numbers, even if approximate — a rough estimate beats no estimate
- Access to think about your systems (not access itself yet — that comes later)
- Whatever scripts, FAQs or policies already exist, however informal
- A named contact who can answer questions during onboarding
- Your actual pain points, described specifically rather than generally
What We Prepare For You
- A staffing recommendation with the reasoning shown, not just a number
- A gap list — the material that does not exist yet and needs creating before go-live
- A draft coverage plan mapped to your stated peak periods
- A written proposal covering agent count, rate, monthly estimate and any telecom costs
- A realistic onboarding timeline based on how much preparation work remains
The discovery checklist
Everything above, as a document you can fill in before we talk — useful whether you work with us or evaluate anyone else on the same basis.
Client Discovery Checklist
Every question worth answering before a support team is designed for your business.
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How long does onboarding take?
It depends far more on your material than on us. A campaign with existing scripts, documented FAQs and ready system access moves quickly. A campaign where the knowledge lives in one person's head takes longer, because it has to be written down before it can be taught. We give you a realistic timeline in the proposal rather than an optimistic one.
What do you need from me to get started?
Product or service information, any scripts or talking points you already have, your common questions and answers, access to the systems agents will work in, escalation contacts, and your policies on the decisions agents may make. If some of that does not exist yet, we will tell you what has to be created before go-live.