Define the work.
Map the tasks, goals, customers and operational requirements.
Agree the service scope, required skills, languages, coverage and what a successful engagement should achieve.
MODELHOW WE WORK
Clarity before launch.
Ownership after it.
A managed service should make responsibility easier to see. We agree the work, the people, the measures and the route for decisions before taking the operation forward.
Talk through your needs
THE PATH INTO YOUR BUSINESS
YOUR SERVICE AGREEMENT, MADE CONCRETE
Know the standard.
Know who owns it.
Visibility should help you make decisions. We define measures and review routines around the work your team is actually doing.
| AREA | WHAT WE AGREE | WHY IT MATTERS |
|---|---|---|
| Scope | Roles, tasks, channels, coverage and boundaries. | A shared definition of the work. |
| Quality | Review criteria, sampling, coaching and feedback. | A process for identifying and addressing issues. |
| Service levels | Relevant response, resolution or delivery targets and escalation rules. | Specific expectations for the operation. |
| Customer experience | Measures such as CSAT, feedback themes and service quality, where relevant. | Visibility into the experience being delivered. |
| Reporting | The metrics, owners and review cadence for your engagement. | Information you can act on. |
| Continuity | Documentation, knowledge transfer and coverage planning. | Less reliance on information living with one person. |
Specific SLA targets, reporting formats and contractual commitments are defined in your agreement. The table describes what we scope, rather than a universal guarantee.
WHEN THE WORK EVOLVES
A working partnership
has a working process.
01Who makes decisions about the service?
You set business priorities and standards. We agree how operational decisions, approvals and escalations are handled, so both sides know where responsibility sits.
02What happens when performance needs attention?
The review process should identify the issue, assign an owner and define action. That may mean coaching, a process change or a different setup. Escalation routes are agreed from the start.
03How do changes in scope work?
We review the new requirement, its effect on delivery and any changes to capacity or terms. The aim is to make the change explicit before it becomes an expectation.
04How are confidential relationships handled?
We respect agreed confidentiality requirements. Information sharing and public references are handled according to what has been agreed with the client.
NEXTYOUR BUSINESS. OUR NEXT CONVERSATION.
What should we take ownership of?
Let’s make it clear.
Tell us what needs to run better. We’ll discuss the people, expertise and management to make it happen.
Talk through your needs A conversation first. A tailored proposal next.