How wework.
Whatever we run for you, it runs on the same system. The team is hired, trained and coached the same way, and the work is checked and reported on the same way. The role and the location change. The way it's run doesn't.
The operating system
What you're buying is the way the work is run. The people are how it gets delivered, and the system is what keeps them good at it.
Whatever the role
Whether it’s answering customers, working a queue, running a reception or checking content, the same hiring, training, coaching, quality and reporting sit underneath.
Wherever it happens
Whether it’s the Philippines, Portugal or Ireland, one location or several, there is one standard, set by us, and one view of how it is going.
The operating system
The same loop, under every team.
Whatever the work, and wherever it happens. Each time round makes the next one better.
- HirePeople chosen for the work itself, and the languages it needs.
- TrainOur standards and tools, then your products, systems and ways of working, before anyone starts on your work.
- Do the workAnswering customers, working a queue or checking content, as part of your business.
- ReviewReal pieces of work looked at for specific things. Was it right, was it clear, was it done your way?
- CoachWhat the reviews find sets each person’s coaching, and the next reviews measure it.
- Report and improveWhat we found, why the work came in, and the causes fixed or brought to you. It all goes back into the training.
How we start with you.
We start from what you already have. Where your training, knowledge base and processes are in place, we use them. Anything missing, we'll help you build.
Book a call- We get to know your businessYour products, the people you serve, and how things are done today.
- We find out what's in placeTraining material, a knowledge base, processes, reporting, and the numbers as they stand before we start.
- We help you build anything missingWorked on with you, and kept in your systems. If nothing's missing, we go straight on.
- The team is recruited and trainedPeople hired for your account, and trained on your business.
- A pilot, if you'd like oneThe team takes on part of the work first, and we review it together before they take on the rest.
- We go live, and keep improvingRegular reviews of what's working, what the work is showing, and what to change.
Ready before they start on your work.
Everyone who joins the team goes through the same path before they work on their own, whatever the work is.
- Hired for your accountChosen for the work itself, and the languages it needs.
- Watching, then supported, then on their ownSigned off before working unsupervised, and reviewed closely after.
- Trained for the roleWhat the job calls for. That’s your systems and processes for every role, and culture and language training where the work is with customers.
- Customers who need more careWhere the role deals with customers, trained to recognise those in vulnerable circumstances and to follow your approach. If you don't have one yet, we'll help you build it.
- Kept currentNew products, policies and processes trained in as they arrive, not discovered on the job.
A new starter's path
- Hired for your account
- Our standards and tools
- Your product, systems and processes
- Watching, then supported
- Signed off to work aloneNext
- On their own, with reviews
How the team is led
Team leads whose job is coaching.
A team lead buried in admin has no time for their team. So the reviewing, the planning and the training are shared with people whose job they are, and the team lead’s time goes on their people.
- One-to-ones built on what the reviews found
- Goals set, and measured in the next reviews
- Reviews of specific things, never one score
- There for the rota, the queue and the difficult moments
- Developing people, not chasing them
Training
It starts from where you are.
There is no one way a team gets trained. It depends on what you already have, how soon you need people, and how much of it you want to run yourselves. And it isn’t only for the people doing the work. Team leads, senior people and whoever reviews the work need to know your business too.
There’s no training yet.
Plenty of businesses start here. What matters is how soon you need people working.
It could go like this
- Built firstWe help you build the training before anyone starts, and it’s then delivered by our trainers or by yours.
- Built as we goYou need people quickly, so the first group gets working, and the training is designed from that for the groups that follow.
The training has fallen behind.
The product has moved on and the material hasn’t. It can be put right before we start or after.
It could go like this
- Brought up to date firstWe help you update it before anyone is trained from it.
- Brought up to date afterwardsPeople are trained from what there is, and the material is put right from what the work shows is missing or wrong.
The training is in good shape.
Then the question is who delivers it, and that’s yours to choose.
It could go like this
- You run itYour own trainers train the team, as they would your own people.
- You train our trainersYour trainers take ours through it, and ours train the team from then on.
- We sit in, then take it onOur trainers join your first class, and run the training after that.
Reporting you can act on.
On the work we run for you, covering how it is going, what we’ve found and what we’re doing about it.
- A starting pointHow things stand before we begin, so every later number means something.
- How the work is goingWhat came in and when, how it was covered, and speed and backlog for each kind of work.
- How the team is doingWhat the reviews find, by person and by team, and what the coaching is doing about it.
- Why, and what is behind itA reason on every piece of work, the causes behind the biggest ones, and what we have fixed or brought to you.
- Reviewed togetherA regular summary, and reviews with the person who owns your service.
What came in, and why
Where's my order?
Refund requests
Applications to check
Invoice queries
Address changes
Who you deal with.
One person who owns your service
Knows your account and your business, and is the one you talk to.
Introduced from the start
You meet the people who'll run your service early, not as a handover later.
One channel for changes
New products, policies and requests come through one person, so nothing gets lost.
Regular reviews
What's working, what the work is showing, and where your business is going.
Working from home, set up properly.
Our teams work from home, which means no commute, steadier teams and a wider pool of people to hire from. So every home set-up is built to the same standard, wherever it is.
- Company equipmentA managed, encrypted company laptop, a proper headset and a second screen, ready to work from the first sign-in.
- A connection that is testedA minimum wired internet speed, tested at interview at the busiest time of day, and again in the first week on shift.
- Backups for power and internetWhere power cuts are a risk, as in the Philippines, a battery for the router and a backup mobile connection, so a short outage doesn’t stop the work.
- Spares close byReplacement laptops held near where our people live, so a faulty one is swapped first and repaired afterwards.
A home set-up
- Managed, encrypted laptop
- Headset and second screen
- Wired connection, speed tested
- Battery for the router
- Backup mobile connection
Security and data protection
Your data, protected.
The questions every client asks first, answered plainly.
- Works inside your tools
- Data protection built in
- Managed devices
Named accounts
No shared logins, so you can see who did what.
Only the access needed
Set role by role, and shut off the day someone leaves the team.
Never mixed
One client's information is never visible to another's team.
Transfers covered
The safeguards your customers' law requires, in place before work crosses borders.
Questions, answered.
About how we run things.
Do we manage your people?
No. Hiring, the rota, leave, performance and cover are all ours. You tell us what you need, see the results, and ask for changes through the person who owns your service.
Who decides what good looks like?
We set the bar for the service, with your products, policies and tone of voice built in, and agree with you what it needs to achieve. We don't simply carry on with whatever was accepted before.
What happens when someone leaves?
Their knowledge stays in your knowledge base and training material. We recruit the replacement, and they go through the same training as everyone before them. The rest of the team covers in the meantime, because they're trained as each other's back-up.
Does the team work from home?
Yes, on company equipment with a tested connection. Where power cuts are a risk, there are backups for power and internet. Office days or meet-ups happen where a team wants them.
Do you use AI?
Where your helpdesk has AI, we'll help you set it up, check what it gets wrong, and keep the knowledge it answers from up to date. Your customers' data never goes into our own AI tools.
Does it matter where we are, or where our customers are?
No. The work is run the same way wherever you are, with culture and language training set for your customers' market, and the hours your customers need.
Where to next.
Let's talk.
Tell us what's going on. If we're not the right fit, we'll point you to someone we trust.
Book a call