Loading
Loading
A structured, proven delivery methodology that takes every programme from initial scoping through to sustained, optimised performance.
Our Delivery Model
We follow a five-phase delivery methodology for every programme we operate. This structured approach ensures that we understand your requirements fully before we begin, that we validate our solution before scaling it, and that we continue to improve performance once the programme is established. Each phase has defined activities, deliverables, and review points that keep the programme on track and aligned with your objectives.
We begin every engagement with a structured discovery phase. This involves understanding your business objectives, auditing your current voice operations, and identifying the specific requirements that the programme needs to meet. We review call volumes, contact types, existing technology, compliance obligations, and performance benchmarks to build a clear picture of the starting point.
Based on the discovery findings, we design the solution architecture for your programme. This covers agent team structure, skill profiles, technology configuration, call routing design, quality assurance framework, and the reporting structure that will be used to manage performance. We work collaboratively with your team during the design phase to ensure alignment before we move to implementation.
We launch with a controlled pilot using a small team and a defined subset of your call traffic. The pilot phase allows us to test the solution in a live environment, calibrate quality standards, refine scripts and processes, and validate the technology configuration. We monitor the pilot closely and make adjustments based on real performance data before proceeding to full deployment.
Once the pilot has been validated, we move to full deployment. This involves expanding the agent team to the required capacity, integrating with your broader systems environment, and activating all programme components. We manage the ramp-up carefully to maintain quality during the growth phase and ensure that new team members are fully trained and calibrated before they take live calls.
Once the programme is live at full scale, we shift focus to ongoing performance management and continuous improvement. This includes daily quality monitoring, weekly performance reviews, monthly management reporting, and quarterly business reviews. We use data from speech analytics, quality assessments, and operational metrics to identify improvement opportunities and implement changes that drive better outcomes over time.
Quality Management
Quality management is embedded in every programme we operate, not treated as a separate function. Our quality assurance processes are aligned with ISO 9001 standards and follow a structured cadence of daily, weekly, and monthly reviews. Daily monitoring covers a sample of live calls assessed against the agreed quality scorecard. Weekly reviews bring together team leaders and quality analysts to discuss trends, identify coaching needs, and share examples of good practice.
Monthly reporting provides a comprehensive view of programme performance, including quality scores, SLA adherence, customer satisfaction metrics, and any compliance observations. Quarterly business reviews give senior stakeholders on both sides the opportunity to review strategic performance, discuss planned changes, and agree priorities for the coming period. All quality data is maintained in our management information platform and is accessible to clients at any time through our reporting portal.
Our team can walk you through the delivery process and discuss how we would approach your specific requirements.
Talk to Our Team