From first call to a working pod.
Four phases, roughly two weeks, and you approve the people before they start. Here is the whole thing written down — including what we need from you, and what happens if it does not work out.
- Consultation is always free
Bring the volume and the hours. You leave the call knowing the seats, the tier and the rate.
- About two weeks to live
First call to a trained pod, most of the time. Where your process is already written down, sooner.
- You interview and approve
Interview the shortlist or approve it. Nobody is assigned to your account without your sign-off.
- Pilot before a full rollout
Start small, prove the work, then scale. Seats come off again as easily as they went on.
- 01Day 1 · 30–45 min
Free consultation
You tell us the work that is piling up and the volume behind it. We tell you the seats, the tier and the rate for your hours — and if we are not the right fit, we say so on the call rather than three weeks later.
What we do
- Map the function to seats and coverage
- Give you the exact rate, not a range
- Flag anything we think you should not outsource
What we need from you
- Rough interaction or transaction volume
- The hours you actually need covered
- Which tools the work lives in
Phase 01 of 04
- 02Days 2–3
Team design
We scope the personnel mix — generalists, specialists, or both — and put the pricing and terms in writing. This is also where we decide whether a mixed-tier pod is cheaper for you than a single senior seat.
What we do
- Design the pod shape and the rota
- Confirm pricing and terms in writing
- Name the supervisor who will own the account
What we need from you
- Any SOPs or notes that already exist
- Your escalation rules and SLAs, if you have them
- One person who can approve decisions
Phase 02 of 04
- 03Days 3–5
Pick your agents
Real profiles at the tiers you scoped. Interview them yourself, or leave the selection to our team and approve the shortlist. Nobody is assigned to your account without your sign-off — that is the part most of this industry skips.
What we do
- Shortlist from the bench against your criteria
- Set up interviews, or recommend and explain why
- Hold profiles if your start date is later
What we need from you
- An hour or so for interviews, if you want them
- Approval on the shortlist
- Scoped access to the tools they will work in
Phase 03 of 04
- 04Week 2 onward
Monitored training and delivery
Full training against your process, then live work under supervision. If your process was never written down, we document it as we go and hand the SOP to you — you keep it whether or not you stay with us.
What we do
- Train on your product, macros and tone
- Write or rewrite the SOP and hand it over
- Hourly work logs and daily email reports
What we need from you
- A named contact for questions in week one
- Feedback on the first few days of output
- Nothing else. That is rather the point.
Phase 04 of 04
Two weeks, laid out day by day.
Most clients go from first call to a fully onboarded pod inside two weeks. Where your process is already documented we can compress it further; where nothing is written down, the second week gets longer.
Working days, not calendar days, and a guide rather than a contract. The consult is free and the pilot comes before any full rollout, so booking early costs you nothing even if your start date is months out.
You should not have to ask how it is going.
Oversight is part of the rate, not an upsell. This is what arrives without you chasing anyone for it.
Hourly work logs
What each seat worked on, logged as it happens rather than reconstructed at the end of the month.
ContinuousDaily email report
A short written summary per seat — volume handled, anything stuck, anything that needs a decision from you.
Every working dayQA and a named supervisor
Work scored against your criteria by a person who owns the account, not a dashboard that averages it into one number.
OngoingAnd if it does not work out?
Worth knowing before you start, not after. None of this is buried in a contract you have to ask for.
We replace the seat
If an agent is not right for the account we swap them rather than asking you to manage around it. Replacement is inside the rate.
Seats come off as easily as they go on
Add or remove seats at any time, and there is no setup fee to re-pay when a pod grows back again later.
The documentation stays yours
Any SOP we write during onboarding is yours to keep. If you walk away, you walk away with your process written down — which is more than you had.
Questions about the process.
What if we have nothing documented?
That is the most common starting point and it does not block anything — it changes who we send first. We build the process with you during onboarding, write the SOP, and hand it back. That work is included rather than billed as a setup project.
Do we have to interview the agents?
No, but you always get the option. Some clients interview every candidate, others review profiles and approve a shortlist, and a few leave selection to us entirely. What does not happen is someone being assigned to your account without your sign-off.
How much of our time does onboarding actually take?
Realistically a few hours across two weeks: the consult, a look at the shortlist, tool access, and feedback on the first days of output. The training itself is ours to run, and week one is where your input matters most.
Can we start faster than two weeks?
Sometimes. Where your SOPs already exist we can compress onboarding to under a week. Where nothing is written down, rushing it just moves the problem into month one, and we will tell you that rather than agree to a date we cannot hold.
Who do we actually talk to day to day?
A named supervisor who owns your account, not a shared inbox. They are named during team design in phase two, before anything goes live.
Phase one is a conversation, and it is free.
Bring the volume and the hours. You will leave the call knowing the seats, the tier and the rate — or that we are not the right fit, which is also useful.