Six stages, ending in a pilot before we touch your full volume.
Most engagements take eight to twelve weeks from discovery call to full handoff, depending on how many tools and brand variations are involved.
Week 1–2
Discovery & Tool Stack Assessment
We review your PSA, RMM, documentation platform, and current ticket volume and categories, so we know exactly what we're stepping into before committing to a scope.
Week 2–4
Brand & Script Integration
Call scripts, chat tone, email templates, and escalation language are built to match how your team actually talks — not a generic support script with your logo pasted on top.
Week 4–8
Pilot Period
A defined slice of real ticket volume — typically after-hours or a specific ticket category — runs through us while your team monitors quality directly. We measure first-call resolution and CSAT throughout, and share the numbers whether or not they're flattering.
Week 8–10
Shadow-to-Live Transition
Volume expands gradually, with your internal team shadowing our handling before fully stepping back from the categories being transitioned.
Week 10–12
Full Handoff
Agreed ticket categories and coverage windows move fully to us, with your team retaining direct oversight and the ability to pull any category back at any time.
Ongoing QA & Reporting
Monthly reporting on ticket volume, resolution time, SLA compliance, and CSAT, plus a standing review call to catch drift before it becomes a pattern.
Almost never the technology. Almost always the tone.
Connecting to a PSA or RMM is usually straightforward — most integrate cleanly with standard tooling. Getting a technician to sound like your team, including the specific phrases your regulars expect and the ones you'd never actually say, takes real iteration during the pilot. We budget more time for that than for any technical setup.