What you get
Exactly What Is Included, Optional, and On You
Not "a dedicated team" as a vague bundle — the actual deliverable list, split into three honest categories.
Included, optional and client-supplied
Included
- Agent recruitment and assessment
- General agent skills training
- Client-specific training on your material
- Draft scripts and playbooks, for your approval
- Onboarding and go-live support
- Standard reporting, agreed during onboarding
- Attendance tracking
- Agent replacement when genuinely needed
- Offboarding process at the end of an engagement
Optional (quoted separately)
- Team leader / supervisor
- Formal QA scoring and coaching program
- Weekend or overnight coverage premium
- A newly configured phone number and routing
- Additional languages beyond English
Client-supplied
- Your CRM, helpdesk and phone system accounts
- Product, policy and pricing information
- Existing scripts, FAQs or sample conversations, if any exist
- Escalation contacts and rules
- Approval sign-off on scripts before they go live
- A named contact available during onboarding
- Lawfully sourced calling data, for outbound campaigns
Where the detail actually lives
This page is the summary. The full breakdown of who owns what, stage by stage, is the account management responsibility matrix — and what we specifically need from you is on the client responsibilities page.
Ready to see it applied to your business?