Our Process

How We Carry Out Operations

A clean, transparent delivery model that protects quality, accelerates ramp-up, and keeps you in control.

Delivery Framework

Aligned on outcomes. Built to scale.

We start by defining success, then design the teams, playbooks, and dashboards to deliver it. Expect disciplined execution, measurable KPIs, and proactive communication every step of the way.

Ownership — named leads for every program & KPI.
Clarity — weekly insights and straightforward pricing.
Security — role-based access and policy training.
Tooling — modern dialers, helpdesk, and analytics.

Call center team taking calls and noting customer details

From Brief to Scale

Four Steps We Follow

1

Discover

30–45 minute scoping call to align on goals, volumes, tools, and guardrails. We agree success metrics and timeline.

2

Design

We propose team structure, schedules, SLAs, QA, and reporting cadence—paired with transparent pricing.

3

Launch

Training, calibration, and a short pilot. We tune scripts, SOPs, and workflows before wider rollout.

4

Optimize

Weekly insights and steady improvements. We scale headcount as performance grows.

Operational Assurance

Infrastructure That Keeps You Online

Call Center Stack

XML-driven IVR for intelligent routing.
Optimized ACD as the decision engine.
Campaign-specific CRM & script management.
Predictive / progressive / preview dialing with rule & timezone logic.
100% call recording and searchable voice logs.

Workforce Management

24/7 coverage options with intraday management.
Forecasting & staffing to SLA, shrinkage & seasonality.
Real-time adherence and schedule optimization.
Overtime/backup pools for spikes and launches.
Clear escalation paths and on-call leadership.

Analytics & Reporting

Live dashboards: AHT, FCR, CSAT, SLA, occupancy.
Automated alerts on thresholds and trend breaks.
Daily ops notes, weekly executive summaries.
Root-cause analysis from QA & contact drivers.
Experiment logs to track impact of changes.

Quality Assurance & Training

Structured onboarding with product & policy certs.
Weekly call calibrations with your team and QA.
Sample-based reviews with double-scoring on edge cases.
Personalized coaching plans driven by scorecards.
Continuous playbook updates from insights & trends.

Network Connectivity

Multi-ISP design with dual 2 Gbps fiber uplinks.
Cisco routing & switching over Cat6e cabling.
Target availability of 99.999% uptime.
N+1 architecture with active/active redundancy.

Want a precise plan for your program?

Talk to a Specialist