Account management
Who Owns What, Once You're a Client
A responsibility matrix covering the topics that come up most in an ongoing engagement — staffing, training, product information, QA, reporting, CRM, scripts, compliance, escalations and scaling.
- ● VoiceSupportCrew
- ● Client
- ● Shared
| Topic | Responsibility | Detail |
|---|---|---|
| Staffing the agreed hours | VoiceSupportCrew | We recruit, assign and schedule agents to cover the hours in your agreement. |
| Attendance and cover | VoiceSupportCrew | We track attendance and manage planned and unplanned absence within the limits set out on our continuity page. |
| General agent skills training | VoiceSupportCrew | Communication, professionalism and systems literacy are established before any campaign assignment. |
| Product and process training | Shared | We deliver it; you supply the material it is built from. |
| Product information accuracy | Client | You are the source of truth for what your product does and costs. |
| Policies (refunds, discounts, escalation limits) | Client | Set by you, in writing, with actual numbers agents can apply consistently. |
| Script approval | Client | Every claim a script makes is your claim — nothing goes live without your sign-off. |
| Script drafting | Shared | We can draft from your material; you review and approve before it is used. |
| Quality assurance criteria | Shared | We propose a framework; you can adjust the weighting to match what matters most for your campaign. |
| Quality assurance reviews | VoiceSupportCrew | Scored sampling and coaching are carried out on our side once QA is in scope. |
| Reporting format and delivery | VoiceSupportCrew | Built around what you agreed to during onboarding and delivered on schedule. |
| Reporting review | Client | Reports are only useful if someone reads them and acts on what they show. |
| CRM and system accounts | Client | You create the accounts, set the permissions, and can revoke access at any time. |
| CRM data entered by agents | VoiceSupportCrew | Accurate, timely entry against the standards agreed during onboarding. |
| Compliance for outbound campaigns | Shared | You are responsible for lawful data and campaign authorisation; we are responsible for following your approved script and suppression instructions. |
| Escalation response | Shared | We escalate correctly and promptly; you resource the tier that receives it. |
| Volume forecasting | Shared | You know your marketing and seasonal plans; we translate that into staffing implications. |
| Scaling decisions | Client | You decide when to grow or reduce the team; we tell you honestly what the data supports. |
Where the fuller detail lives
This matrix is the summary. Each topic has a full page behind it — the Process Center for operational stages, client responsibilities for what you provide, and compliance for calling-campaign specifics.