The next thing to consider is the technology and application integration. This may involve upfront costs for equipment and IT resources such as connectivity and telephony. Complete systems integration can take between 1-2 weeks. During this time, the hiring process will also begin, with hiring profiles determined and candidates vetted and skills-tested to ensure suitability. It is also a period where the management infrastructure is selected, and Program Managers, Supervisors, and Team Leads are allocated. These are usually promoted from within to ensure tenure and experience.

Now that the technology and personnel are in place, it’s time to train. There are two approaches to a successful training program. Either the client will provide trainers to educate their new team in an on-site environment, or a so so-called “Train the Trainer” model can be used, where the outsourcing providers’ training team visits the client externally for training and then bring that knowledge home to educate the new recruits. It’s also important to note that in these instances, training manuals, courses, and materials exist. In the event that they do not, a good outsourcing partner will work closely with a client’s internal teams to develop effective training programs.

Next, we have the nesting phase, where the newly trained agents transition into full production. This involves supervised on-the-job training under the guidance of the more experienced supervisors and team leads, helping agents gain practical experience and confidence in handling real customer interactions or performing specific tasks. It may involve listening to live calls, shadowing experienced agents, handling mock scenarios, or participating in role-playing exercises. It aims to ensure that new agents become proficient in their roles, workflows and systems, adhere to quality standards, and provide satisfactory customer service before they are fully integrated into the regular production environment.

Finally, it’s production time, when the full quota of agents is handling the client’s customer interaction and the process of monitoring for quality and performance begins. Pre-determined performance metrics or KPIs will have been established, and during the early stages of production, it is essential to ensure that these targets are being met or exceeded. This process will be an ongoing one throughout the lifespan of the program, but it is essential to measure and monitor from the outset to set the bar for the future. Depending on the size or complexity of the task, this whole process can usually be completed within a 30-60 day window, so it’s important to understand that aside from upfront costs, patience is also required as your new external team ramps up to optimal performance levels.