How we work
A clear process from first conversation to continuous improvement.
Good customer support depends on preparation, clear rules and steady attention. This is how we set up and run every client account.
Understand
We learn how your customers contact you today and what a good outcome looks like for your business.
What we do
- Review recent calls, emails, chats and tickets
- Identify the main contact reasons and busy periods
- Understand your systems, policies and tone of voice
- Agree goals and how success will be measured
What we need from you
Access to sample contacts or reports, an overview of your systems and an hour or two with the people who know your customers best.
What you receive
A written summary of what we found and what we recommend.
Design
We recommend how the service should work, and you approve it before anything is built.
What we do
- Recommend the balance of automation and people
- Propose team size, hours and channels
- Define escalation rules and quality standards
- Set out reporting and review meetings
What we need from you
Feedback on the proposal, decisions on scope and sign off of escalation rules and standards.
What you receive
A proposal and service description covering scope, approach and price.
Launch
We prepare the people, knowledge and systems, then go live carefully.
What we do
- Build the knowledge base and response guides
- Recruit or assign and train the team
- Connect your phone, help desk and CRM systems
- Test automation and processes before customers use them
- Start under close supervision with daily check ins
What we need from you
Product information, system access and a contact who can answer questions quickly during the first weeks.
What you receive
A live service with agreed standards and an early review.
Improve
We review performance with you regularly and keep improving the service.
What we do
- Review quality, volumes and customer feedback
- Update knowledge and automation as your business changes
- Coach agents using real conversations
- Recommend changes to staffing, hours or channels
What we need from you
Time for regular reviews and early notice of launches, promotions or changes that affect customers.
What you receive
Regular reports and a service that develops with your business.
Operating standards
The routines behind every account.
These standards apply once a service is live. Specific targets and response times are agreed with you and written into your service agreement.
Handling each contact
- 1Greet the customer in your company’s name
- 2Confirm identity where your process requires it
- 3Understand the request fully before acting
- 4Resolve it using your approved knowledge
- 5Confirm the outcome and any next steps
- 6Record the conversation in your systems
Escalation
- Agent
- Resolves standard requests within the authority you set.
- Team lead
- Handles complaints, exceptions and unhappy customers.
- Account manager
- Owns repeated issues, service problems and anything affecting several customers.
- Your team
- Receives anything your policy reserves, such as legal, regulated or safety matters.
Quality assurance
- A scorecard agreed with you before launch
- Regular review of a sample of every agent’s conversations
- Feedback and coaching based on real examples
- Calibration sessions so we score the way you would
- Automated review support across more conversations where appropriate
Reporting and reviews
- Volumes, contact reasons and outcomes
- Quality results and themes from customer feedback
- The split between automated and human handling
- Issues found and actions taken
- Review meetings at a frequency that suits you
Start with a conversation about your customers.
We will listen first, then explain how we would approach your service and what it would involve.