BPO Partnerships · How it works
From discoveryto a calibrated team.
Six stages. Each ends with something written down, so both operations teams know what was agreed and what happens next.
The 6 stages
What each stage produces.
The documents, decisions and people you have at the end of each stage of a pilot.
- 01
Qualify and discover
We do not quote before we understand the work. The first conversation is about the programme, not a price list.
What it produces
- Headcount and hours of coverage
- Channels and languages
- Who owns training and daily direction
- Systems, access method and licences
- Any data-location or offshore restrictions
- 02
Design the model
We recommend dedicated, managed or overflow, and map the shifts to your time zones before anything is priced.
What it produces
- Recommended delivery model
- Shift plan against your hours
- Supervision and QA structure
- Bench and backfill plan
- Draft success criteria for the pilot
- 03
Due diligence
Your vendor-management team reviews how we work. The pack is ready before outreach, so this stage is a review, not a research project.
What it produces
- Security and data-handling summary
- Business-continuity plan
- Access and device policies
- Organisation chart and escalation matrix
- Sample reports
- 04
Agree the scope
The agreement protects both sides: your client relationship and your standards, and our team's stability.
What it produces
- Master agreement and statement of work
- Service levels and KPI schedule
- Data-processing and security addendum
- Client-ownership and non-solicitation terms
- Change-order process
- 05
Recruit, train and nest
Recruiting for a specific campaign starts after signature. Training runs in layers, and nesting is joint.
What it produces
- Campaign-specific recruiting
- Foundation training: language, service norms, systems
- Client-specific product and process training
- Compliance training with a pass mark
- Nesting on live contacts with calibration
- 06
Operate and review
Calibration is daily in the first week and weekly after that. Three formal reviews decide what happens next.
What it produces
- Daily calibration in week one
- Weekly and monthly reporting
- Reviews at 30, 60 and 90 days
- A decision at each: expand, correct, maintain or exit
Order of work
We quote go-live as a number of weeks after signature and systems access, not as a calendar date.
Step 01
Scope signed
Depends on: Due diligence complete
Step 02
Access provisioned
Depends on: Your IT and ours
Step 03
Team recruited
Depends on: Signed scope
Step 04
Training
Depends on: Hires and materials
Step 05
Nesting
Depends on: Training sign-off
Step 06
Go-live
Depends on: Calibration
Your side
What we need from your side.
A pilot moves at the speed of the two things we do not control: systems access and training content.
- 01A named operations owner for the pilot
- 02Systems access, VPN and licences for each agent
- 03Training materials, or a trainer, for client-specific content
- 04Your QA scorecard and time for calibration sessions
- 05A rolling volume forecast
- 06Written confirmation that subcontracted delivery is permitted
Questions
What people ask first.
Will our end client know delivery is subcontracted?
That is governed by your contract with them. Before a pilot we ask for written confirmation that subcontracted or offshore delivery is permitted, because some contracts restrict it. How the team is presented to the end client is your decision.
Who trains the agents?
We run foundation training: language, service norms and systems basics. Client-specific product and process training is designed by you and delivered by your trainer or ours. Nesting on live contacts is joint, with calibration sessions.
Which hours can you cover?
Any. North American business hours are an evening and night shift on our floor, which we plan and staff for. North American nights and weekends fall inside our working day, which makes after-hours and overflow coverage the simplest thing we offer.
Can the team handle card payments or health information?
It depends on the campaign. Requirements such as payment-card security or a business associate agreement flow down from your end client, through you, to us, and are scoped per campaign before launch. For a first pilot we recommend work that does not involve card capture.
What happens if our volumes change?
Forecasts, notice periods and staged changes are written into the scope, so seat counts move in planned steps rather than overnight. Client-requested growth and our own attrition replacement are handled separately.
Where is the team based?
On our offshore delivery floor, several hours ahead of North American time zones. Location, facility and infrastructure details are shared in the due-diligence pack.
Tell us the seats you can't fill.
Share headcount, hours, channel and who owns training. We will come back with a recommended model, a shift plan and a pilot outline.