A process you can plan around
Five steps from first conversation to a team that is live and supervised. Each one has a defined output, so you always know what happens next.
From first conversation to a team that is live
A five-step onboarding process so you know exactly what happens, and when.
- Step 01
Discovery
We map the work, the volumes and the outcome you need before anyone is assigned.
- Consultation covering scope, channels and volumes
- Review of your existing tools and workflows
- Coverage hours and time zone requirements
- Agreed definition of what good looks like
- Step 02
Staffing
We assemble the team for your brief and agree the engagement model.
- Role profiles built from the discovery brief
- Agents matched on skill, language and schedule
- Engagement model confirmed
- Team introduced to your stakeholders
- Step 03
Training
Agents learn your product, policies and tone before going live.
- Product, policy and systems ramp
- Scripts and escalation paths documented
- Tone-of-voice and brand guidelines applied
- Readiness checks before the first live shift
- Step 04
Launch
The team goes live with supervision and a close feedback loop.
- Phased go-live where the workload allows
- Close supervision through the first weeks
- Daily feedback loop with your team
- Early adjustments to scripts and process
- Step 05
Ongoing Support
Quality monitoring, reporting and scaling as your requirements change.
- Quality monitoring against the agreed scorecard
- Operational reporting on the agreed schedule
- Coaching and continuous improvement
- Scaling up or down as volumes move
Quality you can see, not just claim
Supervision and review are part of the engagement, with findings and reporting shared on an agreed schedule.
- 01
Agreed quality standards
Quality is measured against a scorecard defined with you at kickoff, not an internal standard you never see.
- 02
Supervision
Managed teams operate with supervisor oversight where applicable, so issues are caught inside the team.
- 03
Monitoring and review
Interactions and output are sampled and reviewed on a regular cycle, with findings shared openly.
- 04
Coaching and reporting
Review findings feed structured coaching, and operational reporting is delivered on the schedule you set.
Staffing shaped to how you actually work
Start with one dedicated agent or a full managed team. The model is agreed during the consultation and can change as your volumes do.
Dedicated Agent
One or more dedicated remote agents assigned to your approved operations.
- Named agent assigned to your account
- Working hours matched to your time zone
- Onboarding to your tools and processes
- Agreed cover arrangements for leave
Best for: Founders and small teams offloading a defined, ongoing workload.
Dedicated Team
A managed team with supervisor and operational oversight where applicable.
- Multi-agent team on a shared brief
- Supervisor oversight where applicable
- Quality monitoring against an agreed scorecard
- Regular operational reporting
Best for: Operations that need several agents working to one consistent standard.
Project / Campaign
Staffing for a defined calling, sales or support campaign.
- Staffing sized to the campaign brief
- Defined start and end dates
- Campaign scripts and qualification criteria
- Outcome reporting for the period
Best for: Time-boxed pushes, launches and seasonal peaks.
Flexible Support
A support model for approved workflows where dedicated staffing is not required.
- Coverage across agreed workflows
- Shared capacity rather than named seats
- Scope documented at onboarding
- Straightforward path to a dedicated model later
Best for: Lower or uneven volumes that do not justify a full-time seat.
Custom Solution
A tailored model based on volume, schedule, workflow and service requirements.
- Model designed around your workflow
- Blended channels and roles where useful
- Coverage built to your schedule
- Scoped during the consultation
Best for: Operations that do not fit a standard shape.
- Get a Free Consultation
Not sure which model fits?
Tell us about the workload and we will recommend one during a free consultation.
Ready to build your remote team?
Tell us what you need to cover. We will scope the team, the hours and the engagement model with you — no account required.