We quote four weeks because that is how long a contained process takes when both sides show up. It is not a slogan. It is a calendar. If your procurement cycle is twelve weeks, say so — we will not pretend the operations clock started while legal is still redlining.
The sequence matches assess, design, pilot, operate. Below is what each week is for.
Week 0 — before the clock
You send volumes, hours, tools, and a sample of real work (calls, tickets, or files with sensitive fields redacted if needed). We send a scope draft and a list of access we will need. No roster is locked until that list is honest. “We’ll figure out Salesforce later” is how week four becomes week eight.
Week 1 — access and SOP
Accounts are requested. SOPs are written in your words, not ours. We name the delivery owner and the client owner. Security rules for the process are attached here: who may see what, and what is out of bounds. If PHI or payments are in play, that is explicit.
Hiring against the roster starts only for roles whose kit and skill bar we can already test. We do not hire a bench “just in case” and leave people idle.
Week 2 — train
Product, tools, tone, and the exception list. Agents practise on samples, then on nested live work with a coach. We would rather a smaller roster that can close a contact than a full roster that puts every case into “pending.”
Week 3 — pilot slice
A limited queue goes live. Sampling is heavier than steady state. We meet at least twice in the week. Defects become SOP edits the same week. If the bar is missed, we do not add volume. We fix or we pause.
Week 4 — decide
You see a short pack: volume handled, quality, attendance, open defects, and a go / hold recommendation. If we go, the weekly ops rhythm starts. If we hold, the reasons are written so nobody “remembers it differently” a month later.
Why dates slip
- System access arrives as a shared inbox instead of named roles
- No sample work, so training is slides
- The client owner is in a different time zone and cannot approve SOP changes
- Scope grows mid-pilot (“can they also do refunds?”) without a new week
None of those are mysterious. We flag them in week one. The four-week promise is a joint one. Read how the remote floor runs after go-live, or request a proposal if you have a process in mind.