Four stages. No shortcuts.
Most BPO launches fail not because of the agents — but because of the design phase that didn't happen. We over-invest in the first six weeks so the next six years run clean.
Discover
A two-week immersion led by a Solutions Director and a Workforce Architect. Product walkthroughs with your team. Audit of 200+ recent tickets to map intent volume, complexity, and resolution patterns. Voice-of-customer review with NPS verbatim, churn-survey data, and a sample of detractor calls. We finish Discovery with a written diagnostic — not a sales deck.
Design
We build the knowledge base in your tooling (or ours, if you don't have one yet), translate your tone-of-voice into agent-facing macros, draft the 12-point QA rubric, and model the staffing curve against your historical volume. Every deliverable gets reviewed by your team before it ships to the floor.
Deploy
Pod launch with three-week paid training, shadowing across all channels, and structured certification before any agent touches a live customer. The first 30 days run with a senior NN team lead embedded in your support Slack, and we hold weekly checkpoints to retune anything that's drifting before bad patterns set.
Optimize
Weekly business reviews on CSAT, FCR, and backlog. Monthly QA calibration sessions with your team to align scoring. Quarterly strategic reviews where we bring forward macro changes — service expansions, channel shifts, automation candidates. The model isn't static; the relationship isn't either.
Want to see a Discovery diagnostic from a real engagement?
We'll share a redacted example on the call — it's the most useful thing you'll see in a vendor evaluation.