Our process
From discovery to continuous optimisation
Six stages, each with a deliverable you sign off before the next one starts. No stage is skipped to hit a launch date.
On the record
- weeks to live volume2–3
- quality reviewWeekly
- optimisation cycleMonthly
Map the Commercial Reality
Before a single dial, we learn what a good customer looks like to you and what one is worth.
We sit with the people who own the number — sales leadership, operations, sometimes finance. We want the offer, the buying trigger, the objections that kill deals and the margin behind each sale. Programmes fail when an outsourcer optimises for activity nobody asked for, so we agree what success means in your language first.
Design the Programme
Channel mix, qualification rules, team shape, scripting and tooling — documented and countersigned.
You receive a written programme definition: who we contact, how we open, what disqualifies a record, what constitutes a billable outcome, which systems we write to and who is accountable at each step. Nothing moves to build until you have signed that document, because ambiguity at this stage becomes a dispute at month three.
Build the Team
Agents are recruited against your profile, not pulled off an unrelated queue.
We hire for the account. Candidates are screened for spoken clarity, comprehension and temperament under pressure, then trained on your product, your compliance boundaries and your systems. They certify against a live scenario assessment before they ever touch a real record.
Pilot Before Scale
A small cohort runs real volume until it holds the agreed quality bar.
The pilot exists to find what the discovery sessions missed. We run a limited cohort, score every interaction against the rubric you approved, and tune scripting and targeting on what the calls actually reveal. Headcount only increases once the numbers are stable — scaling a broken funnel just produces expensive noise.
Report in the Open
One dashboard, one definition of every metric, visible to both sides.
You see the same figures we manage to, refreshed daily: contact rates, conversion, quality scores, disposition mix and rejections. Call recordings are available for any record you want to audit. When a week goes badly you hear it from us with the reason attached, not from a spreadsheet a fortnight later.
Improve on a Cycle
Calibration, coaching and targeting adjustments on a fixed rhythm.
Every week your team and ours score the same sample of interactions and reconcile the differences, so quality means one thing across both organisations. Coaching is attached to named agents against named gaps, and targeting is revised on what converted rather than on instinct.
What you get
Deliverables, not status updates
- A written qualification standard you approved
- Recorded pilot calls with scores attached
- A live dashboard covering volume, conversion and cost
- A named team lead and QA analyst on your account
- A weekly review with actions, owners and dates
- A monthly optimisation log showing what changed and why
Next step
Let’s build the pipeline together
Tell us what you are trying to grow. We come back with a scoped programme, a timeline and a number — not a brochure.