Prove the Workflow Before You Change Anything Bigger
You are not being asked to hand over your whole customer operation. You are being asked to try one defined workflow, with 2 agents, on terms you agree to in advance — and to judge it on data, not a sales pitch.
A small, reversible decision — not a leap of faith
You are not signing up to replace your whole support function on day one — you are testing whether the arrangement works on one real workflow.
Two agents is a small enough commitment to walk away from cleanly if it does not work, and a real enough team to judge fairly if it does.
The KPIs are agreed in writing before the pilot starts, so "did it work" is answered from data both sides already agreed would decide it.
You keep ownership of your CRM, helpdesk and phone system throughout — nothing about a pilot requires migrating to a platform of ours.
Seven steps, none of them improvised
-
1. Pick one workflow
Not your whole customer operation — one specific, describable workflow. Missed-call answering, live chat, appointment setting or ticket backlog are typical starting points.
-
2. Define the scope in writing
Hours, days, channel, volume and the handful of KPIs that will actually decide the outcome — agreed before the pilot starts, not argued about afterward.
-
3. Agents are prepared, not improvised
The same selection, knowledge-transfer and training sequence used for any campaign, scoped to the pilot workflow specifically.
-
4. You can hear how they perform
Review assessment results and, where a campaign allows it, sit in on training role-play before the pilot goes live. See the agent-quality page for exactly what that looks like.
-
5. The pilot runs
Two agents, the defined scope, real customer contact — with reporting from day one so nobody is waiting until the end to find out how it went.
-
6. A structured review, with data in front of both sides
The agreed KPIs, actual attendance, sample conversations and a QA snapshot — reviewed together at the end of the defined period.
-
7. You decide — honestly, from four real outcomes
Continue as planned, adjust something specific and continue, scale sooner than planned, or stop. All four are legitimate outcomes of a real pilot.
We do not advertise a free trial, because staffing and training a pilot has real cost from day one. Payment terms for a pilot are agreed in writing before it starts — see how billing works.
We ask a few questions first
A pilot is more useful to both sides when it is scoped from real answers rather than assumptions. These are the areas we ask about before proposing one:
- What workflow, specifically, would the pilot cover
- Roughly how many contacts a day that workflow generates
- Which systems agents would need access to
- What "working" would actually look like to you at the end of it
- Whether you have a decision-maker who can review the results and decide what happens next
What a pilot review actually looks like
Illustrative example — a home-services business piloting missed-call answering and estimate booking with 2 agents over 4 weeks.
Hours: 8am–6pm, Mon–Sat
| Metric | Target | Result |
|---|---|---|
| Calls answered vs received | ≥ 95% | 97% |
| Average speed of answer | Under 20 seconds | 14 seconds |
| Estimates booked | Track only — no target set in week 1 | 41 across 4 weeks |
| QA score (avg) | ≥ 80 / 100 | 86 / 100 |
| Agent attendance | ≥ 95% of scheduled hours | 98% |
Illustrative recommendation: continue as planned, with a review of estimate-to-booked conversion once volume from the marketing team increases in month two.
Every figure above is invented for illustration, exactly like the sample reporting in the Process Center. It has never represented a real client, and your actual pilot review is built around the KPIs you agree to before it starts.
Tell us the one workflow you want to test
Answer a few questions and we will come back with a defined pilot scope, agents, KPIs and a written estimate — including anything billed separately.