Engagement model

Assess, design, pilot, then operate.

A typical new line of work is live in about four weeks. The date slips only when access, SOPs, or decision-makers are missing — and we say that in week one.

1. Assess

We start with volumes, hours, systems, and what “good” means in your language. If you do not have an SLA yet, we draft one you can argue with. We do not invent a 95% CSAT target to win the deal if your current baseline is unknown.

You get a written scope: channels, languages, tools, exclusions, and the data we must never see. If PHI, card data, or source code is in scope, that is called out before anyone is staffed.

2. Design

Staffing is a roster, not a headcount slide. We map shifts to India time against your peaks, name a delivery owner, and list the systems each role may use. Training is a calendar: product, tools, tone, and a nested period on live work with a coach sitting with the agent (remotely).

Security design sits here, not as an appendix. Access, device rules, and the incident path are in the same pack as the roster. See data protection on a remote floor.

3. Pilot

We go live on a slice — one queue, one process, or one region — with extra sampling. The point of a pilot is to find the SOP holes while the blast radius is small. If quality is below the bar, we do not “scale to make the revenue.” We fix the bar or we stop.

4. Operate

Steady state is weekly ops and a monthly review. You get one named contact. When an SLA is at risk, that person calls you; they do not wait for the monthly deck. Coaching is documented. Agents who cannot hold the standard leave the queue.

Reporting is boring on purpose: volume, SLA, quality, attendance, and the three repeating defects. If a chart needs a footnote to make sense, we rewrite the chart.

What we need from you

  • A decision-maker who can approve SOPs and exceptions in days, not months
  • System access that matches the role — not a shared “training” login forever
  • A sample of real work (calls, tickets, invoices) so training is not theatre
  • One internal owner on your side who will actually read the weekly note

The four-week clock is explained in What a four-week go-live actually includes. How the remote floor itself runs is in How a 100% WFH BPO in India works.