Process Center · Stage 11 of 20
Before Your First Customer Conversation
Nothing goes live on a hope that it will probably work.
Going live before everything checks out produces a bad first week and colours the whole engagement. This is the list that has to be fully green before it happens.
Launch checklist
A sample of the format used to track readiness. Every line has to be verified, not assumed.
| Item | Status |
|---|---|
| Agent assigned | READY |
| Training complete | READY |
| CRM access confirmed | READY |
| Helpdesk access confirmed | READY |
| Phone routing tested | NEEDS ATTENTION |
| Scripts approved | READY |
| FAQ available | READY |
| Escalations documented | READY |
| Schedule confirmed | READY |
| Reports configured | NEEDS ATTENTION |
| Client contacts confirmed | READY |
What "tested" actually means
Not "should work" — actually attempted end to end. A test call placed and answered. A test ticket created and resolved. An escalation triggered and confirmed to reach the right person. Assumptions are exactly what this stage exists to remove.